As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery from one of the longest downturns in recent memory. Peter Bendor-Samuel’s recent article in Forbes , " The Future of Technology Services: Key Trends for 2025 " , highlights pivotal shifts in the industry—trends that resonate deeply with Ascendo AI’s vision for intelligent support solutions.  The Evolution of Service: How AI Agents Are Shaping the Future of Support Bendor-Samuel points to a renewed focus on modernization, driven by a clear demand for measurable outcomes rather than piecemeal upgrades. Companies are moving away from feature-chasing and toward building scalable, sustainable platforms that create lasting business value. This shift isn’t just about technology—it’s about alignment between operational goals and technological investments. The same principles apply to technical support and field service, where AI-driven automation and predictive capabilities  are poised to deliver transformational impact.  AI Agents: The Strategic Modernization of Support   When we talk about modernization in support services, we’re not discussing simple chatbots or scripted responses. At Ascendo AI, we envision a future where  AI Agents  act as proactive teammates  alongside human technicians. These AI teammates bring context, agility, and predictive insights to the forefront of technical support, offering three key advantages that align with current industry needs:  Proactive Troubleshooting and Predictive Assistance : Bendor-Samuel underscores that enterprises now prioritize integrated solutions with clear returns on investment. AI agents embody this shift by detecting potential issues before they escalate. They use real-time data and predictive analytics to diagnose root causes, reducing downtime and improving resolution times—a boon for both efficiency and customer satisfaction.  Seamless Collaboration with Human Teams : Unlike traditional automation that replaces human interaction, AI-driven agents from Ascendo AI work collaboratively, augmenting human expertise rather than replacing it. By understanding context and maintaining continuity across customer interactions, they empower technical support teams to deliver personalized, efficient experiences. This reflects the broader industry demand for holistic, end-to-end service modernization.  Data-Driven Insights for Strategic Decisions : The rise of Global Capability Centers (GCCs), highlighted by Bendor-Samuel, illustrates how businesses are reclaiming control over their operations. AI Agents provide the intelligence backbone for these efforts, transforming service data into actionable insights that optimize workflows, enhance resource allocation, and drive continuous improvement.  Modernizing Technical Support for Tomorrow’s Needs   Technical support is no longer just about resolving issues after they occur. It’s about anticipating problems before they disrupt operations , delivering seamless resolutions, and continually enhancing the overall support experience. AI-powered technical support solutions , like those from Ascendo AI, excel at contextual understanding, automating repetitive tasks, and providing real-time recommendations to technicians—freeing human experts to tackle more complex challenges and strategic initiatives.  By integrating AI agents into technical support workflows, companies can:  Reduce Mean Time to Resolution (MTTR)  by automating diagnostics and delivering proactive recommendations.  Enhance First Call Resolution (FCR) rates  with contextual insights and guided assistance.  Improve Customer Experience (CX)  through faster, more personalized service that adapts to evolving needs.  This modernization of technical support aligns perfectly with the industry’s broader shift toward data-driven decision-making and holistic, scalable solutions.  Meeting Customers Where They Are: A New Paradigm   The uneven recovery across industries and regions presents both challenges and opportunities. While North America leans into modernization, Europe prioritizes cost-saving strategies. As technology partners tailor solutions to these divergent needs, AI-driven support platforms must remain adaptable. Ascendo AI’s agentic AI  is built with flexibility in mind, scaling to fit unique operational demands while delivering consistent, measurable outcomes.  The future Bendor-Samuel describes—one defined by value-driven investment and strategic partnerships—is precisely the space where AI agents thrive. Intelligent automation, contextual understanding, and real-time decision-making aren’t just buzzwords; they’re the tools that drive competitive advantage in today’s service landscape.  Why AI Agents Matter More Than Ever   Modernizing support isn’t simply about keeping up with trends. It’s about meeting evolving customer expectations and staying ahead of the next wave of disruptions. AI teammates do more than handle repetitive tasks—they proactively enhance efficiency, improve accuracy, and free human experts to focus on higher-value problem-solving.  In Bendor-Samuel’s words, the road ahead requires resilience, adaptability, and relentless focus on value creation. At Ascendo AI, we believe AI agents are the partners that help businesses travel that road—unlocking hidden potential, turning insights into action, and transforming support from a reactive necessity into a proactive advantage.  The evolution of technology services is well underway. Are your support strategies keeping pace?  Explore how Ascendo AI can help you modernize your technical support with AI-driven efficiency and intelligence.  Learn More: 10 Game-Changing Trends in Field Service—and How AI Teammates are Leading the Charge The Year Ahead: How AI Agents Are Shaping Field Service Excellence in 2025

In today’s dynamic economy, the field service industry faces a perfect storm of challenges and opportunities. From economic uncertainty to the relentless pace of technological innovation, companies must constantly rethink how they deliver service excellence. Wael Mohammed’s insightful exploration of 10 Field Service Trends  for Field Nation highlights how businesses and technicians are navigating this complex landscape—and it’s a must-read for anyone interested in staying ahead of the curve.  10 Game-Changing Trends in Field Service—and How AI Teammates are Leading the Charge At Ascendo AI , we see these trends as a call to action for transforming technical support and service delivery through AI-driven solutions. In this post, we’ll share how AI teammates—intelligent, adaptive systems that augment human expertise—can help service teams tackle evolving industry demands with precision and efficiency.  1. Responding to Economic Uncertainty with Smart Resource Allocation   High interest rates and restrained consumer spending are reshaping capital investment. Companies need to do more with less, prioritizing high-demand projects while minimizing costs. Here, AI Agents  shine by offering data-driven insights for resource planning. Predictive analytics can identify which projects yield the highest return on investment, helping service leaders allocate technicians and equipment where they’re needed most—and avoid overspending on lower-impact initiatives.  2. Addressing the Skilled Technician Shortage with AI-Driven Training   The demand for highly skilled field service technicians is rising, yet finding talent remains difficult. Companies are investing in training, but manual efforts are often time-consuming. AI teammates  can accelerate upskilling by delivering personalized, context-aware learning experiences. Imagine a technician receiving step-by-step augmented reality support from an AI-driven guide while on-site—reducing the need for lengthy classroom sessions and enhancing real-time problem-solving.  3. Harnessing the Power of IoT and Digital Solutions   From smart shelves to Wi-Fi 7 upgrades, technological innovation is transforming the physical landscape. As businesses adopt these advancements, the complexity of technical support rises. Here, AI-powered troubleshooting systems  can act as collaborative teammates, diagnosing device issues and suggesting solutions faster than human agents working alone. This leads to quicker resolutions, fewer repeat visits, and a seamless customer experience.  4. Data Center Growth and the Role of Predictive Maintenance   The surge in data center projects signals a growing need for proactive service management. AI Agents  can monitor equipment health and predict failures before they occur, empowering teams to perform maintenance only when necessary—saving time and reducing downtime.  5. Enabling Retail Healthcare and Digital Signage Support   The retailization of healthcare demands complex digital infrastructures, from kiosks to signage. AI teammates  simplify these installations by dynamically adjusting configuration workflows based on real-time data. Imagine deploying hundreds of devices with automated setup verifications—what once took days can now be completed in hours.  6. Enhancing Warehouse Automation with AI   Modern warehouses depend on robust connectivity and automation. When network issues arise, AI-powered virtual support agents can rapidly diagnose and resolve problems, ensuring smooth operations with minimal human intervention. These AI agents don’t replace skilled network engineers—they free them to focus on strategic improvements rather than reactive firefighting.  7. Driving Retail Revenue with AI Innovations   Mohammed’s report highlights how AI and smart devices have already boosted revenue for 69% of retailers. The lesson? AI-driven customer support doesn’t just solve problems—it creates competitive advantages. From smart kiosks to AI-managed surveillance systems, the opportunities for proactive, AI-assisted service are vast.  8. Supporting Hybrid Work with Collaborative AI   The hybrid workforce demands seamless digital collaboration tools, and investments in AV technology are skyrocketing. AI-powered teammates  can manage and optimize virtual meeting systems, troubleshoot issues, and ensure reliable performance—turning tech complexity into a frictionless user experience.  9. Strengthening Physical Security with AI Agents   Safety and security are top priorities, with a 13.8% increase in spending on advanced systems. AI-driven surveillance solutions can provide real-time monitoring, anomaly detection, and actionable insights to enhance protection across industries.  10. Expanding Opportunities with AV and IT Convergence   The convergence of AV and IT technologies has revolutionized digital collaboration and signage installations, reflecting a 46% year-over-year increase in related work orders. AI-powered systems can streamline deployments by automatically configuring devices and ensuring compatibility, allowing faster rollouts and reduced manual errors. This convergence not only improves operational efficiency but also empowers teams to deliver more cohesive, scalable solutions.  The Future of Field Service with AI-Driven Support   Field service is no longer about fixing things when they break—it’s about anticipating needs, optimizing resources, and delivering unparalleled customer experiences. As Wael Mohammed’s research shows, industry leaders are already embracing these changes. At Ascendo AI, we’re inspired to continue pushing the boundaries of what AI can achieve in customer support.  Empower your support strategy with AI teammates.  Explore how intelligent, agentic systems can transform your service operations today.  Learn More: The Year Ahead: How AI Agents Are Shaping Field Service Excellence in 2025 Disruption, Data, and the Future of Field Service: The Role of AI Teammates

In today’s hyper-digitalized economy, delivering an exceptional Digital Customer Experience (DCX) isn’t just about staying competitive—it’s about survival. Yet for B2B companies, creating a seamless, end-to-end digital experience remains a significant challenge. As Vele Galovski, Vice President of Support Services at TSIA, explains in Digital Hesitation , overcoming DCX obstacles requires addressing structural inefficiencies, closing gaps in product adoption, and aligning support with evolving customer expectations. His insights reflect a broader industry shift that places efficiency, personalization, and intelligent automation at the heart of modern support strategies.  Bridging the B2B Digital Experience Gap with AI: A Collaborative Approach to Support Transformation At Ascendo AI, we believe AI is the cornerstone of this evolution. Our AI-driven platform empowers companies to meet these challenges head-on by transforming traditional technical support into proactive, seamless experiences. Let’s explore how AI agents and AI teammates are reshaping B2B DCX for a future-ready world.  The Consumption Gap: Simplifying Complexity with AI Agents   The consumption gap—the disconnect between product complexity and customers’ ability to leverage features—is a costly challenge. According to Galovski’s research, companies spend up to 40% of their operational budgets compensating for inefficient DCX processes. This gap erodes satisfaction, delays value realization, and drives up support costs.  AI agents play a pivotal role in closing this gap. By automating repetitive tasks and offering contextual, proactive assistance, AI teammates reduce onboarding time and simplify product usage. Imagine a dynamic AI guide that walks customers through key features step-by-step, monitors real-time adoption trends, and surfaces personalized recommendations to boost engagement. Automating these processes not only accelerates time-to-value but also frees human support teams to focus on complex, high-value interactions.  Breaking Down Silos: Creating Unified Support with AI Teammates   Many B2B organizations operate in silos, with disconnected systems and fragmented communication. This stovepiped structure leads to inconsistent customer experiences that feel disjointed and inefficient. Galovski advocates for end-to-end integration and unified data systems—and AI-powered platforms are uniquely positioned to make this vision a reality.  Ascendo AI’s AI teammates unify the support journey by integrating across all digital touchpoints. With a holistic view of each customer’s history, interactions, and support needs, these intelligent agents ensure seamless transitions between sales, onboarding, and ongoing support. AI teammates leverage centralized data to personalize every interaction, making it feel like a continuous conversation rather than a series of isolated events. This unified approach creates smoother journeys, reduces churn, and fosters long-term relationships.  Personalization and Proactivity: Meeting Customers Where They Are   The third major hurdle Galovski highlights is misalignment with customer desires. Today’s customers expect personalized, relevant experiences—not one-size-fits-all solutions. AI-driven platforms excel at delivering personalization at scale.  Ascendo AI’s AI teammates use prescriptive analytics to anticipate customer needs and suggest next-best actions. For example, predictive AI can flag potential issues before they arise, guide customers to self-service content tailored to their exact product version, and even offer automated health checks to maximize uptime. By integrating these proactive capabilities, AI teammates shift support from reactive problem-solving to proactive value delivery, significantly improving satisfaction and loyalty.  The AI-Powered DCX Advantage   Implementing an AI-powered DCX strategy isn’t a quick fix—it’s a strategic investment in future readiness. As B2B companies continue to innovate, adopting AI teammates and agents helps break down silos, simplify complexity, and deliver highly personalized, proactive experiences.  At Ascendo AI, we’re not just reimagining technical support—we’re empowering businesses to create scalable, intelligent, and human-centric solutions that drive growth. Inspired by thought leaders like Vele Galovski, we recognize that the journey to DCX excellence is continuous. Let’s collaborate to build the future of B2B support—one AI-powered interaction at a time.  Learn More: Data Quality: The Foundation of Efficient, AI-Powered Technical Support The Future of AI in Technical Support: Big Ideas for 2025

Privacy Filter Implement robust data obfuscation techniques to safeguard personal identifiable information (PII). This ensures sensitive data remains protected while retaining its utility for analysis and processing. Watch Demo 5/5 Ratings SOC 2 certified No credit card required I I Protecting Data Privacy with Ascendo AI's Advanced Filter The advantage of using AI is that it can help predict escalation before it becomes a bigger issue. The benefit is for the support team to proactively handle customer expectation and sentiment. By doing this, customers in turn are getting much better support experience and value the product even more. No customer prefer escalation to accomplish their goals and in fact, are happy to be working with the company that has proactive support. The churn becomes a moot point. AI based proactive support reduces or even eliminates escalation while serving as a key vehicle for revenue and customer growth. Get started with Ascendo Today Contact Us

Support Agents in a Box We at Ascendo Believe in Resolution instead of Deflection Resolution instead of opening a ticket Resolution before Escalation Unavoidable Three V's With inconsistent similarities between large amounts of incoming data along with the frequency of product updates, support teams deal with exponential complexity to process and unearth trends in data. Organizations want to get real-time customer pulse as support experience becomes critical to revenue growth. Knowledge first AI brings in Volume, Velocity and Variety of data together to drive Consistency Quality Performance Safety and Scale to your teams. 01 V olume 02 V elocity 03 V ariety Read full white paper > Ready to Deploy Knowledge Mapping is one of the magical ways in which our human brain works. Here, at Ascendo, we want to provide our customers with the best experience. For that, we keep it very simple and easy for them to use Ascendo’s components, dive deeper into them, and observe their data. Ascendo takes you on a journey to find out what you have been missing! For very raw data, Ascendo generates information, which in turn is converted to knowledge. This knowledge comes in the form of problems, symptoms, rootcause, and solutions. And this knowledge comes to you in the simplest of forms. All you have to do is swing the magic wand and get all the insights that can make your experience with your end-customers fantastic. See How> 01 Cognitive Intelligence 02 Conversational Intelligence 03 Agent Guides 04 Leader Patterns Built-in Intelligence What We Do Predict, Prevent, Resolve, Precise No more guess work on what the intent, relevance, sentiment and context is in every interaction. Significantly increase efficiency from day 1. Learn More Establish Connection Ascendo establishes connection with existing CRM, support data and historical service data, responses, knowledge bases, and bug database are ingested. Transforms information into multidimensional adaptive schema. Semantic Inference of data Ascendo engine organizes data to symptoms - problems - root cause and solution. Automated data pipeline, cleaning, organizing across many types of products is what Ascendo excels at. Recommendation Engine Look at the dimension of problem context, solution effectiveness, recent solutions, Provides top solution(s) for the root cause which users select amongst possible options. Symbiotic Man - Machine Built on the symbiotic Man-Machine principles to improve solutions continuously that never stops with the initial learning. Enterprise Ready 01 Security Encryption in rest; Encryption in motion; true multi-tenant; secure transfer learning; SOC 2 compliant. We have you covered! 02 Access Control Control User, Permissions, Groups, Roles, access forms down to the Business Unit and product level. Scale Onboarding. 03 RAS Reliability - Availability - Scalability - performance. We take these seriously in our so you have the peace of mind. 04 No code Truly no code deployment. Start with one product, one business unit, see ROI right in our tool from day ONE! 05 Open API Want to bring in AI functionality to your search, bot or other channels? Want more flexibility? Try our API integration. 06 Integrated Truly no code integration. If you find your system of record software not in our list, let us know. READY FOR PROACTIVE SUPPORT? Connect Now First Name Last Name Email Submit Thanks for submitting! Escalation Highlight potential Escalations so teams can be proactive Smart Backlog Manage backlog with a single click Privacy Filter Obfuscate data to protect Personal Identifiable Information (PII) Smart Inbox Employee AI agents in one place across all interactions with your customers Training Replicate expert knowledge and use it for onboarding and continuous training Cognitive Spares Auto spares planning based on failures and parts in depot Quality Learn who the expert is for any given issue and how they triage and troubleshoot to provide quality and consistency across teams Auto Root Cause Understand root cause in real-time across your interactions Top Drivers Understand Top issues faced by customers to know what to fix in next version of the product Risk Analysis Analysis of logs to a deeper detail to understand Risk in Install Base Workflow Tie individual AI agents to system of agents that automate full workflows Resolution AI Agents Resolve issues anywhere Knowledge Intelligence Generate knowledge On the Fly Cognitive Routing Route to the right person at the right time

Fill Now Salary Compensation Research Participate in our exclusive survey by filling out the Survey Form. Watch Video Overview Video Ascendo AI: Revolutionize Customer Support with Generative AI Read Now New Research Paper Agentic AI: A Paradigm Shift in Generative AI Read Now New Blog Post Transform Field Service with Knowledge First Agentic AI Platform 01 Support Engineers Ascendo helps agents solve issues, detect anomalies, provide knowledge intelligence, manage backlog, and makes spare planning smart. Ascendo is the expert in every agent's back pocket. Learn more 02 End Customers Ascendo provides a no-code, out-of-the-box, fully autonomous, or semi-autonomous self-service to end customers with cutting-edge AI, Cognitive RPA, NLP, and ML technologies. Learn more 03 Support Leaders What will you do when you have visibility across people, products, and customers? Identify patterns, trends, anomalies, and risks in your install base. Get insights, operational metrics, and actions to improve Support, Employee and Customer Experience. Learn more AI Agents Meet Us At TSIA Stop by Booth #K7 Subscribe to our Newsletter Give your teams and leadership complete visibility into all customer interactions, quality, and Voice of Customer. Know for sure what is actually coming out of your customer journey in real time. Thanks for subscribing! Enter Your Email Subscribe "Testimonials" The Evolution of Service: How AI Agents Are Shaping the Future of Support As the technology services sector embarks on what promises to be a transformative year, businesses are navigating a delicate recovery... 10 Game-Changing Trends in Field Service—and How AI Teammates are Leading the Charge In today’s dynamic economy, the field service industry faces a perfect storm of challenges and opportunities. From economic uncertainty... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take them forward on your social media channels! Explore 1.59 Average Accuracy Top two predictions are correct across all usecases and complexity. 161 Languages using Ascendo 1Million New Knowledge Created 9906 Products supported by Ascendo Our Pricing We believes that everyone deserves the best Support Experience plan that suits their unique needs and objectives. With our variety of plans, you can rest assured that you will find the perfect one for you. Let us help you achieve your goals and take your support experience to the next level. Read More Start proactive support with the most comprehensive customer signals for your product category, sub-categories, and predictive insights. Give a solid foundation to your knowledge and practices. 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Enterprise Trusted by Technical Support and Field Service AI Agents Your AI coworker to execute workflows in complex support and service Watch Demo Sign up for free No Credit Card Required SOC 2 Certified 5/5 Ratings Problem Context Escalation Risk Issue Impact Sentiment User Intent Churn Risk Product Feedback Sentiment Actions Resolution Actions User Sentiment Events Empower Yourself to become a Champion for Customer-Centric Initiatives We bring short but impactful sessions that equips customer support professionals with the knowledge and tools to excel. Our events also are community oriented and modeled like a working session. This ensures attendees leave every event with actionable next steps, guidance, and a sense of community. Learn More "Ascendo has collaboratively worked with us with Infinera, meeting with us every week to discuss status and collaborate on new ideas." Services Product Line Manager G2 Ratings and Reviews We rely on the power of social data, and so can you. All G2 ratings Transform Support Operations Fully Integrated to your existing systems of record and your systems of engagement for data engineering, pipeline, context, expertise and relevance. All out of the box, so you can see value from Day 1. Integrations Step 3 AI Support Experience Future of support for customer facing teams and leaders Learn more Technology Step 1 Escalation Management Get started to transform Support from reactive to proactive Learn more Step 2 Behind Ascendo Engine Why Ascendo model predictions are more precise and accurate? Learn more Align Support with the Customer Journey With multiple systems and sources, problem identification and solutions take time and the quality of support varies dramatically among support agents. Your support team can now effortlessly deal with Cases, Bugs, Procedures, Contracts, Tech Notes, Bulletins, Crash Dumps, Community, and Escalations. Contact us