2024 Predictions for Customer Service Teams Big developments are taking place in the world of customer service, as AI promises to transform the knowledge we gather from customer interactions. By leveraging vast amounts of available data, AI has the potential to exceed customer expectations and deliver a superior experience across multiple channels around the clock. This comprehensive research report explores the future trends of AI and machine learning trends in Customer Service. This includes LLMs, GPTs, Copilots, RAG applications, etc. With the rise of Domain Language Models (DLM), discover how AI is making a significant impact on customer experience in five key areas: 1. Self-Service 2. Assisted Service 3. Knowledge Management 4. Interaction trends 5. Support Operations Logistics Download your copy of the 2024 predictions for Customer Service teams to uncover the potential of these technologies, identify quick wins, and position your Service Operations for future success. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All 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 it forward on your social media channels! Read all Ready to learn more? Contact Us

Understand the 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. How It Works Step 1 Analyze the impact for changes Planners can quickly get the entire shortage and surplus impact at any point in time. Ascendo provides the requirements of part by depot along with opportunity for substitution, cost impact, gaps, and additional needs at regional and global hubs. Step 2 Address shortage based on priority Knowing the potential risk and the level of risk allows planners to either move parts from one location to another or find the supplies to solve potential customer risks. Fully transition to proactive support! Step 3 Understand the SLA coverage and risks Logistics operations leaders can understand the potential SLA coverage risk by customer, product, depot, regions. They can guide their planners to take actions to solve coverage issues based on customer and business impact. Context Support teams that need to have spare parts face a unique challenge of needing to stock spare parts in one or more locations (depots) in order to satisfy support contract commitments they have with customers. Depending on the mission critical nature of the products, they may be offering various service levels such as 4 hour replacement, 8 hour replacement or Next Business Day (NBD). Given their customers are geographically dispersed, support teams may have to stock spares parts in more than one distribution center and depots. For global companies, they may also take into consideration specific country custom rules when deciding the location and quantity of their spare parts. Ascendo is able to use information such as the field failure characteristics, customer install base growth trend, specific consumption pattern at depot-part level, and type of support contracts, and recommend the spare parts stocking requirements. Using Ascendo, the logistics team can optimize their spares plan in a much more effective way. In conjunction with the support teams’s ERP system, planners are able to use Ascendo recommendations to determine their reorder point (ROP) at the spare part-location level. Ascendo's prediction logic provides customer SLA risk that logistics team leaders are able to use to take proactive actions. Furthermore, Ascendo can detect the change in install base movement and change in third party logistics team locations to provide proactive alerts for the logistics team to better plan their spare parts move as well as procurement. Cognitive Spares Understand the field failure characteristics, 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. Watch Demo 5/5 Ratings Soc 2 certified No Credit card required I I Ready to learn more? Contact Us

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Tired of frustrated agents and overwhelmed customers? Ascendo's Augmented Agent is the ultimate copilot for your support team. Download Augmented Agent Tired of frustrated agents and overwhelmed customers? Ascendo's Augmented Agent is the ultimate copilot for your support team. Please enter your business email ID Please enter a valid name with alphanumeiric value 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 it forward on your social media channels! Read all More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Ready to learn more? Contact Us In modern customer support, Agents want to have a more satisfying experience where they’re more productive, efficient, and capable in their role. Tracking down minute details of ever-evolving issues and finding relevant solutions take a significant amount of effort and time, which agents want to avoid. At the same time, because now the agents would have access to relevant knowledge, contextual information and intelligent workflows, supporting customers will turn out to be more efficient. A smart agent augmented with AI, will have the wisdom of resolving issues faster, reduce escalations, know the customers better and provide the best overall support to them in a short amount of time. Augmented Agent is a part of Ascendo’s intelligent system wherein he is guided towards relevant solutions that get predicted based on contextual analysis of problems and get to observe customer insights which further helps him in the decision-making process and performing required actions. Moreover, Intelligent routing augments the agent experience by ensuring that team members don’t have to constantly pass clients over to other staff members to find someone who can properly support the customer in question. On the other hand, Ascendo can also direct problems to be assigned to expert technicians or agents who have worked on similar issues in the past. Download the full Whitepaper to read more on this. Download now Augmented Agent

Speaker: Jeb Dasteel The CCO Playbook Unlocking Customer Experience Leadership Speaker: Jeb Dasteel March 27, 2024 Previous Item Next Item Buckle up for a deep dive into Customer Experience (CX) leadership! This podcast explores the experiences of Jeb Dasteel, a former Chief Customer Officer (CCO) at Oracle, who now coaches other CCOs. This episode dives into the key challenges and insights for CCOs, aiming to improve customer experience (CX) and drive business growth. Why CCO Coaching Matters Jeb emphasizes the importance of knowledge sharing and mentorship for CCOs. A standardized playbook for CCOs is crucial, as the role often lacks consistent approaches. Balancing Customer and Employee Engagement Striking a balance between customer satisfaction and employee engagement is a major challenge for CCOs, especially in complex industries like healthcare. Optimizing Internal Handoffs CCOs play a critical role in ensuring smooth handoffs within organizations. This ensures a seamless customer experience, where transitions between departments are invisible to the customer. Strategic Planning vs. Day-to-Day Operations Finding a balance between daily tasks and strategic planning is a significant hurdle for CCOs. They must be proactive and focus on long-term goals while managing immediate demands. Key Takeaways for CCO Success CCO Playbook: Develop a standardized playbook to streamline the CCO role and empower new CCOs. Balancing Act: Prioritize both customer and employee engagement, acknowledging potential conflicts between these groups. Seamless Transitions: Ensure efficient handoffs within the organization for an invisible and positive customer experience. Strategic Focus: Balance day-to-day operations with strategic planning to be proactive and achieve long-term goals. Knowledge Sharing: Collaboration and knowledge sharing among CCOs is key to overcoming challenges, improving CX, and driving business success. By implementing these insights, CCOs can navigate the complexities of their role and become strategic drivers of customer experience and business growth.

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Ascendo AI Empowers Anjuna Security with Technical Support AI Coworkers Anjuna Security, a multi-cloud data security provider, struggled with scaling technical support for their complex hardware-assisted isolation platform. Their small team needed a solution to handle growing technical inquiries while efficiently managing product knowledge. Partnering with Ascendo AI, they implemented knowledge agents, Slack integration, and Cognitive Privacy agents. This transformed their support operations by enabling quick access to technical information, automating knowledge creation, and enhancing data protection during customer interactions. The partnership yielded impressive results, with Anjuna exceeding support KPIs in resolution times and first-touch resolutions. The collaboration continues to evolve with plans for enhanced privacy solutions and predictive support features, as validated by Anjuna's Director of Customer Success. To learn more about how Ascendo AI transformed Anjuna Security's technical support while strengthening their privacy offerings, read the complete case study Ready to learn more? Contact Us

Discover how Infinera enhanced its Spare Parts Management Service and achieved a 95% SLA commitment by leveraging Ascendo.AI's innovative solutions to improve efficiency and meet customer demands. Download Infinera's Spare Parts Management Success Story Discover how Infinera enhanced its Spare Parts Management Service and achieved a 95% SLA commitment by leveraging Ascendo.AI's innovative solutions to improve efficiency and meet customer demands. Please enter your business email ID Please enter a valid name with alphanumeiric value Infinera, a leading provider of intelligent transport network solutions, faced significant challenges in managing its Spare Parts Management Service amid supply chain disruptions and increasing customer demands. With over 300 depots and 5,000 unique parts to manage under various service level agreements (SLAs), the traditional manual processes were proving inefficient and error-prone. To address these challenges, Infinera partnered with Ascendo.AI, leveraging its AI-powered platform to enhance spare parts management. This innovative solution provided proactive stocking recommendations, real-time inventory integration, risk alerts for potential stockouts, and customizable rules for managing installed base changes. As a result of implementing Ascendo.AI, Infinera achieved over 95% SLA commitment across its customer base while significantly improving operational efficiency. The transition to real-time dashboards allowed for better visibility into spare parts management, enabling data-driven decision-making and streamlined processes. This case study illustrates how Infinera successfully transformed its spare parts management through AI integration, enhancing service delivery and customer satisfaction in a rapidly evolving market. Download now Infinera's Spare Parts Management Success Story Ready to learn more? Contact Us

Agentic AI: A Paradigm Shift in Generative AI Discover how Agentic AI is revolutionizing Generative AI with a platform of intelligent AI agents. This white paper delves deep into the capabilities and benefits of Agentic AI, showcasing real-world examples and use cases for customer support and service organizations. AI Agents are demonstrating their ability to create a symbiotic relationship between humans and AI. Through predictive recommendations and automation, we can expect to see humans performing at higher levels and focusing on more complex tasks with the assistance of AI Agents. Explore the transformative potential of AI agents in customer support. Learn how Agentic AI's AI agents can streamline processes, improve customer satisfaction, and drive business growth. Download the white paper today and gain valuable insights into the future of AI and its applications in customer support. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All 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 it forward on your social media channels! Read all Ready to learn more? Contact Us