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Dated : 22th October 2022

Duration : 30 Minutes

Using Proactive metrics for support operations

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Blue Flowers

When you enable Ascendo, it connects with the existing CRM, support data, and ingest historical service data, responses, knowledge bases, and bug database. The information is then transformed into a multidimensional adaptive schema.

Abstract Linear Background

Ascendo will suggest possible root causes of the problem and prompt the user to select one.

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Enhance

User selects from one of the possible root causes and Ascendo provides top solution(s) for that root cause.

Foot Tracks on Sand

Ascendo engine does not stop with initial learning.  Ascendo is built on the symbiotic Man-Machine principles to improve solutions continuously.

Make your expert available at all times and all channels with virtual agent. Resolve issues, learn from issues, build the ability to augment human agents. Scale your workforce. 

Augmented Agent

Assist agents where they need and when they need. Automatically learn from the expert to make every agent an expert.

Know the Expert

Know who the expert is to provide further guidance on a particular symptom or root cause.

Escalation Prediction

Use many parameters across interactions,  intent and sentiment to predict customer escalations.

Voice of the Customer

Use trend data to make more informed product, staffing, knowledge and scale to become a customer centric organization.

Knowledge Intelligence

Bring out relevant and latest knowledge as customers call for it. Provide additional weightage to knowledge created by expert. Identify gaps, duplicates and auto-retire what becomes irrelevant.

Sentiment Analysis

Understand sentiment of the interaction to drive priority, severity and routing.

Auto Content Creation 

Self learn from every response to automatically create and improve knowledge. Automatically create relevant knowledge from everyday interactions.  Improve and manage only what is needed.

Risk Analysis

 Identify customers at risk to provide proactive support.  Run customer level risk analysis.   Link usage and / or log data. 

Logistics

Predict and plan for parts.  Ascendo provides field failure characteristics along with customer install base growth trend, consumption pattern at depot-part level, type of support contracts, and supply chain constraints to recommend spare parts stocking requirements.

Support in a Box

Key Features

Smart Backlog

Why resolve one issue at a time when you have smart backlog management?  In real time, find what categories of issues are in your backlog, how to resolve them in bulk if needed.

Auto Root Cause

Automatically identify and analyze symptoms, problems and root cause categories to reveal inherent interaction patterns.

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Voice of the Customer

Use trend data to make more informed product, staffing, knowledge and scale to become a customer centric organization.

Smart Backlog

Why resolve one issue at a time when you have smart backlog management?  In real time, find what categories of issues are in your backlog, how to resolve them in bulk if needed.

Auto Root Cause

Automatically identify and analyze symptoms, problems and root cause categories to reveal inherent interaction patterns.