When an agent Prior to the “remote” workforce model, many agents were collocated and had the luxury to “swing” their chair and talk to their colleague to get help.  There is an inherent challenge in that Agent “supposed to know who to go to for help”.  With increased remote workforce that has become a bit harder.  Also, knowing the expert has become a unique trait of Agents rather than a corporate knowledge. 

 

Even in a colocation scenario, Agents tend to ask their neighbour like “hey, do you know the answer for this?” and not necessarily the true expert that might know the answer in the back of their hand.  This is where Ascendo comes into help.  Ascendo has a  way to automatically identify the “experts” based on how prior similar issues are solved, how many and how effective they were.  Ascendo uses its own unique modeling technique to derive the expert by first understanding the context in which the question is being asked, knowing the intent, and quickly maps the issues that were similar to being asked, and detects the experts based on how well they solved the issues.  Ascendo knows the difference between quantity and quality.  The modeling technique uses the customer satisfaction on the prior solutions to improve the ability to determine the expert.