In today's fast-paced business landscape, efficient customer support can make or break a company's reputation. Complex support cases, outdated information sources, and the challenges of remote work can often result in frustrated customers and overwhelmed support teams.
However, a game-changing solution is appearing in the form of Ascendo AI, a powerful self-learning engine, seamlessly integrated with SAP Service Cloud.
The Challenge: Complex Customer Support
Complex customer support cases have long been a thorn in the side of businesses. The need for quick and exact resolutions often leads to a cycle of escalating calls, waiting times, and incomplete answers. An aging workforce and the rise of hybrid work environments only worsen the problem. Knowledgeable experts leave the company, and the information nexus shifts further from effective solutions.
The Solution: Ascendo AI
Ascendo AI, a co-pilot for technical support teams that transforms the support landscape. Ascendo leverages AI to extract meaning from every interaction, guiding users through step-by-step problem-solving processes and delivering effective generative AI solutions. It offers real-time, predictive guidance that eliminates the need for consulting multiple sources or transferring tickets. Engineers receive highly accurate game plans with over 90% accuracy.
The Power of Ascendo AI
Knowledge Intelligence:
Ascendo AI harnesses the power of knowledge intelligence to provide precise predictive guidance in real-time. This minimizes the need for juggling multiple systems or external assistance. The AI distills information from diverse sources, transforming it into specific actionable steps tailored to each customer's unique needs.
Debug Engine
Ascendo AI acts as a robust debug engine, specializing in predicting root causes for even the most unique issues. It goes beyond surface-level identification, delving down to the level of individual parts. Additionally, the AI suggests the optimal technician for a given problem, streamlining the entire support process for efficiency and effectiveness.
Generative AI
Ascendo AI employs generative AI to offer comprehensive insights that extend beyond mere symptoms and resolutions. This advanced system predicts a comprehensive range of pertinent details crucial for precise issue handling. From forecasting Customer Satisfaction (CSAT) to evaluating customer effort and performing sentiment analysis, Ascendo ensures accurate and holistic issue resolution.
Predictive Actions:
Ascendo AI continually learns from interactions, giving it the capacity to recognize emerging trends and provide actionable insights for service enhancement. As time progresses, the AI-driven recommendations evolve, becoming increasingly refined and effective in providing guidance for optimal support strategies.
Seamless Integration with SAP Service Cloud
Ascendo seamlessly integrates with SAP Service Cloud, leveraging information from various platforms, including SAP, Confluence, Slack, JIRA, PDFs, and more. Through a single sign-on capability, issues are effortlessly transferred to Ascendo for precise solutions.
The Journey Unfolded
· Problem Identification: Ascendo analyzes past solutions and sources to identify the most suitable resolutions. Top solutions, complete with views and ratings, rise to the surface.
· Guided Solutions: Based on the likelihood of specific categories and subcategories, Ascendo generates guidance for the issue at hand.
· Generative AI Solutions: Ascendo creates generative AI solutions tailored to the problem. Agents can preview and send these solutions to customers via email.
The Promise of Ascendo AI
Ascendo transforms customer support by offering accurate, efficient, and innovative solutions that empower support teams and enhance customer experiences. With the ability to integrate seamlessly into SAP Service Cloud and access data from various sources, Ascendo becomes a reliable tool in the hands of support professionals.
In conclusion, Ascendo AI represents a significant advancement in the field of customer support, addressing the challenges posed by complex cases, remote work, and outdated information. Its ability to extract insights from interactions and provide tailored, AI-driven solutions revolutionizes the way support teams engage with customers, leading to improved customer satisfaction and business success.
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