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Blog Posts (52)

  • What sets Ascendo Apart?

    Ascendo AI is a copilot for customer support and service teams. Ascendo is a plug-and-play engine with deep self-learning capabilities that help customer-facing teams provide proactive support. Ascendo differentiates by going deeper in understanding the meaning of every customer interaction. Four modules of Ascendo are: Resolve – Automated workflows for Agents including resolutions, debug engine, triage, assign, and categorize. Automated self-service workflows for customers Reveal – Predictive alerts, trends, and patterns for Leaders in real-time to tweak and optimize Prevent – Reduce Escalations and Churn Predict – Spares planning to meet SLA Ascendo AI: Your Service Co-Pilot Ascendo AI is a SaaS software that does AI automation through domain-specific Large Language Models (LLM) built on top of foundational LLM models. It is a true copilot with thousands of automated use cases to provide insights, predicted alerts, actions, and trends. Ascendo also has plug-and-play integration with various data sources. Let us review them in detail: Foundational Models : The Foundation of Ascendo is several foundational Large Language Models (LLMs). These models are advanced AI systems capable of understanding and generating human language. Along with LLMs Ascendo uses Retrieval Augmented Generation (RAG). RAG integrates LLMs like GPT-4 with external vector databases and APIs, thus enabling real-time information retrieval for up-to-date and more accurate responses. These foundational ensemble models are tuned differently for different use cases. Domain-Specific LLM: What sets this Ascendo apart is its specialization in the support and service domain. It goes beyond the general language understanding of foundational LLM models and is fine-tuned for specific industries or domains. This specialization allows the software to deeply comprehend and work within a particular field, making it highly effective for domain-specific tasks. The domain-specific LLM also considers dirty data, and incorrect data and has “smart sizing” built into the tool. This sizing of both structured and unstructured data helps even if historical data is not very reliable. This approach “fixes” historical data right at ingestion for Ascendo models to give much greater accuracy and instant ROI for teams from day 1. True Copilot: Ascendo is a "true copilot." Ascendo acts as a genuine partner in tasks and processes. It doesn't just automate tasks but actively collaborates with human users, offering suggestions, insights, and assistance. It's more than just a tool, an AI engine, or a resolution engine. Ascendo is a valuable ally for support agents, field service technicians, leaders, and end customers. Thousands of Automated Use Cases: Identifying what an expert does and replicating the exact steps for every other user is an invaluable core of Ascendo. Ascendo handles an extensive range of tasks and processes that are done every day within support and service teams. Ascendo is pre-trained to automate thousands of use cases across support and service domains. This extensive automation capability can significantly reduce manual workloads and improve efficiency. Plug and Play Integration: One of Ascendo’s key advantages is its ease of integration with various data sources. It can seamlessly connect with different systems, databases, and data streams, making it adaptable to the specific data environments of individual organizations. This includes systems of record like Jira, CRM, and Knowledge bases as well as systems of engagement like Chat, Slack, Teams, forums, and communities. This "plug-and-play" approach ensures a smooth implementation process within Enterprises. This also helps to onboard new products within days instead of weeks or months. In summary, Ascendo’s differentiation lies in its ability to go beyond general AI capabilities by specializing in support and service domains, serving as a true collaborator, automating a wide range of tasks, and being highly adaptable through seamless data source integration. This makes it a powerful tool for businesses looking to streamline processes and harness the potential of AI within their unique contexts. Learn more Revolutionizing Customer Support with Ascendo AI and SAP Service Cloud Customer Support Software Trends for 2023: Unlocking Growth with Ascendo

  • Unleashing the Potential of Generative CRM: Redefining Customer Engagement

    Imagine a world where your CRM (Customer Relationship Management) not only stores data but also becomes a proactive partner in your service and support journey. Generative CRM heralds this transformative era by synergizing the prowess of generative AI (Artificial Intelligence) with your customer data. It is more than just a tool; it is a game changer that augments productivity, efficiency, and customer relationships across industries. In the dynamic landscape of service customer relationship management (CRM), traditional systems have long relied on ticket-based approaches. Most of the reason is they were built for sales and do not fit the landscape of servicing and supporting products.  However, a change in basic assumptions is underway with the emergence of generative service CRM—a revolutionary concept that transcends the limitations of conventional methods. The Evolution of CRM: From Tickets to Interactions Generative service CRM represents a quantum leap in CRM evolution by embracing an interaction-based model. Unlike its predecessors, which compartmentalize customer interactions into discrete tickets, generative CRM seamlessly integrates with various communication channels such as Slack, Teams, bots, emails, phones, and tickets. This fundamental shift empowers businesses to glean additional context surrounding customer engagements, fostering deeper insights and more meaningful interactions. What Sets Generative CRM Apart? Generative CRM transcends the boundaries of conventional CRM systems. It is a dynamic fusion of cutting-edge AI and your invaluable customer insights. Through continuous learning and adaptation, it evolves into a smarter, more intuitive ally with each interaction. Empowering Productivity Bid farewell to mundane tasks that consume your precious time. Generative CRM automates repetitive chores, allowing you to focus on high-value initiatives. Whether it is crafting compelling emails, summarizing complex data, or refining customer service interactions, this innovative tool streamlines your workflow with unparalleled efficiency. Accelerating Time-to-Value In today's fast-paced business landscape, time is of the essence. Generative CRM drastically reduces time-to-value by harnessing the vast potential of AI. By distilling relevant information from the digital noise, it delivers actionable insights at your fingertips, empowering swift decision-making and proactive engagement. Liberating Human Potential Say goodbye to tedious data mining and futile searches. Generative CRM liberates human potential by automating repetitive tasks and providing real-time intelligence. Now, you can devote your energy to nurturing meaningful connections and fostering genuine relationships with clients and prospects. Trust and Security Security and privacy are paramount in the realm of generative CRM. Upholding stringent standards, this technology ensures the confidentiality of sensitive data while harnessing the collective wisdom of both public and private sources. Trustworthy and reliable, it paves the way for seamless integration into enterprise ecosystems. The Competitive Edge of Generative CRM Generative CRMs not only streamline operations but also foster innovation and agility in customer-centric endeavors. By embracing interaction-based frameworks and granular persona mapping, businesses can stay ahead of the curve, anticipating and addressing customer needs with unprecedented precision and efficiency. In an era defined by rapid digital transformation and evolving customer expectations, generative CRMs emerge as the cornerstone of sustainable growth and competitive advantage. Conclusion: Embracing the Future of Customer Engagement Generative service CRM represents more than just a technological advancement—it embodies a paradigm shift in how businesses engage with their customers. By transcending the constraints of traditional ticket-based systems and embracing interaction-based models, generative CRMs empower businesses to forge deeper connections, drive innovation, and deliver unparalleled customer experiences. Embrace the future of customer engagement with generative CRM and embark on a journey of transformation and success. Generative CRM is not just a technological marvel; it is a catalyst for innovation and transformation. Embrace its potential, and embark on a journey towards enhanced productivity, enriched customer relationships, and sustainable growth. With Generative CRM, the possibilities are limitless, and the future is bright.

  • Navigating the Integration of Large Language Models (LLMs) in Enterprise: A Comprehensive Guide

    In today's rapidly evolving business landscape, the integration of AI tools, particularly Large Language Models (LLMs), has become indispensable for enhancing operational efficiency and staying competitive. However, this technological advancement brings along significant responsibilities and challenges, necessitating a nuanced approach toward its adoption. Businesses are increasingly leveraging LLMs to reshape customer interactions, refine sales strategies, and streamline administrative tasks. These AI-powered tools automate processes like lead scoring and provide instant call summaries with actionable insights, revolutionizing traditional workflows. Yet, as the potential of LLMs unfolds, it is imperative to acknowledge and address the accompanying risks. The cornerstone of LLM (Large Language Models) integration lies in data – the most valuable asset in today's digital economy. As businesses entrust sensitive data to LLMs, they must navigate complex data custody issues. This demands a new playbook from solution providers, emphasizing the utmost importance of security and privacy. To navigate these challenges, initiating transparent conversations with technology partners is paramount. Here is a framework of questions to kick-start these discussions: Data Privacy Assurance: How do you guarantee that LLM answers derive solely from my data? Data Usage and Accessibility: Are my LLM interactions used for training purposes? How accessible is my data outside my organization, and does this comply with my data privacy policy? Security Measures: How do you prevent confidential data exposure to unauthorized individuals, both outside and inside my organization, capable of manipulating LLMs? Accuracy and Error Mitigation: How do you ensure LLM accuracy and address inaccuracies, such as hallucinations? Performance Benchmarks: What are your performance benchmarks for LLM interaction? Beyond these initial discussions, businesses must also consider broader ethical implications, regulatory compliance, and practical implementation strategies: Ethical Considerations: Exploring the ethical implications of LLM usage, including biases and potential misuse, is essential for responsible AI deployment. Regulatory Compliance: Adhering to regulatory frameworks such as GDPR (General Data Protection Regulation) or CCPA ensures that LLM integration aligns with legal requirements and protects consumer rights. Practical Implementation: Providing actionable strategies  for data anonymization, employee training, and cybersecurity measures to enhance the seamless integration of LLMs into existing workflows. Moreover, incorporating real-life examples, case studies, and visual aids can enrich the discussion, making it more relatable and accessible to readers.  At Ascendo, we have an AI workshop that caters to all of the above. In conclusion, as Enterprises embark on the journey of integrating LLMs into their operations, prioritizing data privacy, security, and ethical considerations is paramount. Transparent communication with technology partners, adherence to regulatory guidelines, and a proactive approach toward addressing challenges will pave the way for successful and responsible AI adoption. Let us navigate this transformative era with caution, foresight, and a steadfast commitment to ethical AI practices. Learn More Why do we take SOC 2 seriously? How to Scale Support to a Large Number of Customers?

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  • Slack Install guide

    Previous Next Slack Install guide Read Guide A no code way to install Ascendo application within your Slack workspace. August 30, 2022 at 10:00:00 PM Track, resolve issues that arise on Slack from within the conversations. Decide if you want your customers to get self service or agents to get help or both from within Slack. Learn and create knowledge automatically from every day interactions. Get entire company involved so customer facing teams are armed with latest information to help customers. A no code way to implement Ascendo application within your Slack workspace.

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