Why Enterprise AI Still Fails
Despite Better Models

Models keep getting better while enterprise AI programs keep stalling. The session argues that the gap is not model capability but the layer underneath it: the service knowledge an organization holds in closed cases, asset history, logs and the heads of its senior engineers, none of it in a form a model can reason over.

Karpagam Narayanan and Ramki Pitchuiyer walk through what that layer has to do — capture, remember, reason, govern and act — and what changes in service operations once it exists: fewer escalations, shorter resolution times, and knowledge that survives a retirement.

The session is built for people accountable for service outcomes rather than for model choice: heads of support and field service, service operations leaders, and the architects who will have to connect whatever gets chosen to ServiceNow, SAP or Salesforce. It covers why retrieval over a document store stalls on equipment questions, what has to be captured from closed cases and asset history before an agent can answer one, and how to govern an agent that acts in a system of record.

What the session covers

• Why better models have not closed the gap, and what the missing layer between a model and an organization’s knowledge actually has to do.
• How service knowledge is captured from closed cases, service logs, manuals and asset history — including the knowledge that was never written down.
• What governance looks like when an agent acts inside a system of record rather than only answering a question.
• Where the measurable change shows up: escalation rate, mean time to resolution, first-time fix and repeat truck rolls.
• A walkthrough of NeoCortex, the company brain Ascendo AI builds, followed by open questions.

Speakers

Karpagam Narayanan, CEO of Ascendo AI, and Ramki Pitchuiyer, Co-Founder and CTO. Both have spent their careers in enterprise service and support, and the session draws on what Ascendo has seen deploying agents into live service operations rather than on a product roadmap.

Past sessions are on the webinar recordings page, and the platform itself is covered on Company Brain.