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Speakers: Mo Mckibbin, Ahmad Shabazz Growth Through Support Dialogue Speakers: Mo Mckibbin, Ahmad Shabazz March 10, 2022 Previous Item Next Item An organization that sees its customer service department as a cost center is ignoring a significant opportunity to increase customer loyalty and lifetime value. Software-as-a-service (SaaS) is taking software that you pay a little bit less in the beginning but regularly. Monthly, yearly, sometimes longer depending on the contract. Customer support and customer success teams are the ones that interact much more closely with the customer after the final sale of the contract. “Service to sale” thinking needs to be cemented in customer support. Customer support is now the primary human touchpoint a brand has with buyers! End customers are trending towards self-service during the buying process. This reduces direct personal interaction with sales. When buyers are not able to fix simple customer service issues with self-service tools, customer support is often the first human contact they have with a brand. That makes interactions with support a critical and strategic advantage in building customer loyalty. Every support interaction is an opportunity for a company to build a more personal relationship with a buyer. At the end of customer service interaction, a happy customer can be showcased in a marketing case study, events, G2, or Trustpilot review. Every unhappy customer can be called out for a follow-up to improve a business process, training, or product improvement. Companies that don’t take a revenue-oriented approach to their customer services teams fail to unlock a lot of sales opportunities. Top Reasons why Customer Support is Revenue Customer retention is far less expensive than customer acquisition. Excellent customer support improves public persona and strengthens the brand. Existing customers are more likely to buy from you than new customers. Your customers stay with you longer. Word-of-mouth marketing is the best kind of marketing. Great customer support opens doors for organic partnerships and opportunities. Providing phenomenal product support results in a reduction of overall problems Support is the Voice of the Customer that improves the product drastically. How AI can enable the pivot for Customer support into Sales Today, AI-based platforms show the current and historical sentiment of the customer based on current and historical interactions. They also show product issues that are open to the customer. All this can be used to gauge when the time is right for a support agent to transition into a sales role. A happy customer, a customer who is thrilled after an issue is resolved, a customer who expresses a WOW moment of using a software feature all of this is factored in. When the agent is ready, the AI platform also suggests cross-sell and up-sell opportunities available for the customer enabling the ease of transition and an ability to pull a salesperson in at any given time. This is especially true for B2B sales, where issues are rarely closed in a single call. So the question is- “Should support leaders advocate customer support as a revenue generator?” Here is where you might agree, or perhaps differ- and this is the conversation that Ascendo AI and Support Driven are trying to facilitate!

Proactive field service with Ascendo AI. Our smartTraining system offers real-time training, measures quality, scores on Voice of the technician to boost agent efficiency & deliver exceptional service. Training Identify potential escalations early, empowering teams to address issues proactively. Watch Demo 5/5 Ratings SOC 2 certified No credit card required I I AI-Based system for proactive escalation management 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. Do a Root Cause Analysis for Every Escalation As soon as an escalation is contained, it is critical to do a post martum debrief. Root Cause Analysis has to be done for not just issue (validating what Ascendo provides) but also for people and process. People aspects primarily include training. Process is extensive that includes looking at whether the right people are in the right role, analysis of product, workload distribution, team collaboration, departmental involvement and even organizational goals. Train Your Agents When an issue is escalated, customers are already angry and upset. They do expect empathy from all the people talking to them. They also want to make sure their concerns are heard and a clear plan to address them in place. They want to make sure their voice is heard and want to see clarity in communication, understanding about their needs, right resources at the right level involved. They also want to see a realistic plan with expected results and timeline. Tools like Ascendo can help with issue resolution but the human element of empathy and communication has to be in place. Get started with Ascendo Today Contact Us

Ascendo's Field Service AI agents empowers humans to resolve, diagnos, troubleshoot and triage issues; it creates new knowledge and mimics human behavior to convert tribal knowledge into unstructured data. Augmented Agent Assist agents where they need and when they need. Automatically learn from the expert to make every agent an expert. Sign up for free 5/5 Ratings SOC 2 certified No credit card required I I How We Do? Ascendo is the expert in every agent's back pocket Ascendo’s Core Engine utilizes state of the art NLU techniques to examine sentences based on the textual information and understands the word co-alignment within the text using Lexical Analysis and Syntactic Parsing combined with Word Semantics. In terms of understanding the context, we do not rely only on key-words. Ascendo uses Advanced Transformers and Attention networks to depict the text in the vector space. With the Attention mechanism and Positional Encoding, Ascendo is able to find context for any position within the sentence. Our models are pre trained on multiple customer tickets, cases, reviews and SRs and also get fine tuned based on customer’s datasets. This helps to understand text representations pragmatically, where problems can be linked to new problems in the same space, based on the context's relevance. 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 Looks at the dimension of problem context, solution effectiveness, recent solutions, and 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 and never stops with the initial learning. Your Expert Agent A smart agent in every interaction and Channel. Resolve issues across any channel. This is a great space to write a long text about your company and your services. You can use this space to go into a little more detail about your company. Talk about your team and what services you provide. Share AI insights for any type of issue. Repeated issue? Simple Query? Complex issue? One-off issue? Stop searching across various applications. No more frantically calling experts or deploying field agents. Know what to ask, when to ask, how to look at customer data and follow recommendations. Tribal Knowledge Conversion. You need a system that learns from experts' every move. You need a system that elevates the efficiency of the entire team. Ascendo is the only platform that can help with individual resolutions as well as share patterns and actions for entire teams to improve. Learn More Sectors Our Focus Areas EXPLORE SECTORS We bring our expertise to multiple construction sectors, developing the industry's future and redefining what is possible, one project at a time. 01 Live Agent Transfer from Customer Self Service to Agent seamlessly across multiple channels so your customers can get help anytime and never have to repeat themselves. 02 One Prediction Manage all your customer interactions across all channels in one place while increasing agent quality. 03 Prioritize Prioritize, assign agents and triage cases automatically. Even know who is an expert for a particular type of issue resolution. Consolidated Consolidate view of every interaction across all channels. Ideal in • Issue Resolution • Triaging Automate Automate repeat processes as never before. Ideal in • Voice of the Customer • Patterns and trends Onboard Increase Customer Experience even as you onboard new agents. Ideal in • Tribal Knowledge • Quality and Efficiency Ready to learn more? Contact Us

Speaker - Charlotte Ward Using proactive metrics for support operations Speaker - Charlotte Ward December 1, 2022 Previous Item Next Item Using proactive metrics for support operations When: 9 AM PST, 1st December 2022 Where: Linkedin Live @Ascendo AI Speaker - Charlotte Ward In these interactions, we pick a hard topic that doesn’t really have a straightforward answer. We then bring in speakers who have been there, and seen this but approached it in very different ways. This is a space for healthy disagreements and discussions but in a respectful way. Just by the nature of how we have conceived this, you will see passionate voices of opinions, friends having a dialogue, and thereby even interrupting each other or finishing each other’s sentences. At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels! Introduction to the topic “Support today reacts to external metrics rather than proactively creating and using data” Our speaker Charlotte will be taking us through a framework on how to look at support operations data from the eye of proactive support. She will be taking us through which support metrics matter, which ones need to be retired, which ones to evolve. She will be sharing a practical example on how she and her team are transitioning to proactive metrics. We will discuss – What works in the proactive realm and what needs to change and why? What are the key proactive metrics? How to look at support operations data from the eye of proactive support? We are going to bring many more informative points, to learn more Join Ascendo AI for this Experience Dialogue on Using proactive metrics for support operations. We bring such interesting discussions that will gain an insight into how Charlotte Ward Head of Support, at Snowplowr, manages it. At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels! Introduction to the speakers Charlotte is also known for building relationships with customers that stand the test of time. She spent nearly 25 years delivering, defining, and leading exceptional customer care and support experiences. She builds global teams of experts and coaches them to focus on the customer. She has worked on the front line in a heated call center environment. She led remote, highly technical teams working on deeply bespoke implementations, and love it.

Book a personalized demo with Ascendo.ai to see how our AI-driven platform streamlines IT operations, boosts efficiency, and enhances customer experience Book a demo Discover how Ascendo.ai can help you eliminate support inefficiencies and spot granular consumer insights. Product Integrations Resources Blog Standards Why Ascendo AI? Careers Partners Pricing Contact Us Book a demo Event Take a Tour (All) More... Contact Us

Review Ascendo.ai’s terms of service outlining user responsibilities, legal rights, and conditions for accessing our AI-powered platform and services Terms Read Below Terms Terms of Service (“ Agreement ”) constitute a contract between Ascendo.AI (“Ascendo”), and you, the customer that has signed up for the Services and agreed to the terms of this Agreement (“ Customer ”). Ascendo wishes to provide and you wish to have the right to access pursuant to the terms of this Agreement, a subscription service. This Agreement includes and incorporates the Order Form with which you purchased the Services and any subsequent Order Forms (submitted in written or electronic form). By accessing or using the Services, you agree to be bound by this Agreement. If you are entering into this Agreement on behalf of a company, organization or other entity, you represent that you have such authority to bind such entity and are agreeing to this Agreement on behalf of such entity. If you do not have such authority to enter into this Agreement or do not agree with these terms and conditions, you may not use the Services. Last Updated: May 17, 2023 Ascendo Terms of Service Section 1: Definitions 1.1 The following terms, when used in this Agreement will have the following meanings: “Confidential Information” means any information or data disclosed by either party that is marked or otherwise designated as confidential or proprietary or that should otherwise be reasonably understood to be confidential in light of the nature of the information and the circumstances surrounding disclosure. However, “Confidential Information” will not include any information which (a) is in the public domain through no fault of receiving party; (b) was properly known to receiving party, without restriction, prior to disclosure by the disclosing party; (c) was properly disclosed to receiving party, without restriction, by another person with the legal authority to do so; or (d) is independently developed by the receiving party without use of or reference to the disclosing party’s Confidential Information. “Documentation” means the printed and digital instructions, online help files, technical documentation, and user manuals made available by Ascendo for the Services, which Ascendo may modify from time to time. “Order Form” means an invoice, order form, quote, or other similar document that sets forth the specific Services and pricing therefore, and that references this Agreement and is mutually executed by the parties. “Services” means the SaaS-based platform and Software products ordered by or made available to the Customer under an Order Form (collectively with the described services in the applicable Order Form or Documentation). “Software” means Ascendo proprietary software which may integrate with Customer’s Third-Party Services, network or applications, as provided in the Documentation and any updates, fixes, or patches developed from time to time. Section 2: Services 2.1 Provision of Ascendo Platform. Subject to the terms and conditions of this Agreement, Ascendo hereby grants Customer and its registered employees and contractors (“Users”) a non-exclusive, non-sublicensable, non-transferable license to use and access the Services. The Services are subject to modification from time to time at Ascendo’s sole discretion, provided the modifications do not materially diminish the functionality of the Services provided by Ascendo. 2.2 Data Security. Ascendo maintains a commercially reasonable security program that is designed to (i) ensure the security and integrity of Customer data uploaded by or on behalf of Customer to the Services (“Customer Data”); (ii) protect against threats or hazards to the security or integrity of Customer Data; and (iii) prevent unauthorized access to Customer Data. Solely if and to the extent Ascendo processes Customer Personal Data (as defined in the DPA) that is subject to the GDPR (as defined in the DPA), the GDPR Data Processing Addendum provided on Security Standards Page will apply (“DPA”). Solely if and to the extent Ascendo processes Customer Personal Information (as defined in the CCPA Addendum) that is subject to the CCPA (as defined in the CCPA Addendum), the CCPA Addendum provided on, will apply. 2.3 Limitations. The rights granted herein are subject to the following restrictions (the “License Restrictions”). Customer will not directly or indirectly: (a) reverse engineer, decompile, disassemble, modify, create derivative works of or otherwise create, attempt to create or derive, or permit or assist any third party to create or derive, the source code, object code or underlying structures, ideas or algorithms of the Services or any data related to the Services; (b) attempt to probe, scan, or test the vulnerability of the Services, breach the security or authentication measures of the Services without proper authorization, or willfully render any part of the Services unusable; (c) use or access the Services to develop a product or service that is competitive with Ascendo’s products or Services or engage in competitive analysis or benchmarking; (d) share, transfer, distribute, resell, lease, license, or assign Services or otherwise offer the Services on a standalone basis; or (e) otherwise, use the Services outside the scope expressly permitted hereunder and in the applicable Order Form. 2.4 Ascendo reserves the right to suspend Customer’s (or any User’s) access to the Services immediately (i) in the event that Customer breaches this Section 2.3 or Section 4 of this Agreement, or breaches any other provision of this Agreement and fails to correct that breach within the applicable cure period; or (ii) as it deems reasonably necessary to respond to any actual or potential security or availability concern that may affect customers or Users. Customer Responsibilities. (a) Customer will only use the Services in accordance with the Documentation and as set forth in this Agreement. Customer acknowledges that Ascendo’s provision of the Services is dependent on Customer providing all reasonably required cooperation (including the prompt provision of access to Customer’s applications, software systems, personnel, cooperation, and materials as reasonably required and any other access as may be specified in the applicable Order Form), and Customer will provide all such cooperation in a diligent and timely manner. (b) Customer will (i) be responsible for all use of the Services under its account (whether or not authorized), (ii) use commercially reasonable efforts to prevent unauthorized access to or use of the Services and notify Ascendo promptly of any such unauthorized access or use and (iii) be responsible for obtaining and maintaining any equipment, software, and ancillary services needed to connect to, access or otherwise use the Services, including as set forth in the Documentation. The customer will be solely responsible for its failure to maintain such equipment, software, and services, and Ascendo will have no liability for such failure (including under any service level agreement, if applicable). In addition, the Customer will be responsible for ensuring that its systems (e.g., APIs) have sufficient bandwidth to use the Services. (c) Customer will not use the Services to transmit or provide to Ascendo any financial or medical information of any nature, or any sensitive personal data (e.g ., social security numbers, driver’s license numbers, birth dates, personal bank account numbers, passport or visa numbers, and credit card numbers). (d) Customer’s use of third-party products or services that are not licensed to Customer directly by Ascendo (“Third Party Services”) shall be governed solely by the terms and conditions applicable to such Third-Party Services, as agreed to between Customer and the third party. Ascendo does not endorse or support is not responsible for, and disclaims all liability with respect to Third Party Services, including without limitation, the privacy practices, data security processes, or other policies related to Third Party Services. The customer agrees to waive any claim against Ascendo with respect to any Third-Party Services. (e) Customer may enable integrations between the Services and Third-Party Services (each, an “Integration”). By enabling an Integration between the Services and its third-party Services, Customer is instructing Ascendo to share the Customer Data necessary to facilitate the Integration. The customer is responsible for providing any and all instructions to the Third-Party Service provider about the use and protection of Customer Data. Ascendo and Third-Party Service providers are not subprocessors of each other. (f) Customer acknowledges that the Services will require Users to share with Ascendo certain information which may include personal information regarding Users (such as usernames, passwords, email addresses and/or phone numbers) solely for the purposes of providing and improving the Services. Prior to authorizing an individual to become a User, Customer is fully responsible for obtaining the consent of that individual, in accordance with Applicable Law, to the use of his/her information by Ascendo, which use is described in Ascendo’s Services Privacy Notice, located at privacy policy. Customer represents and warrants that all such consents have been or will be obtained prior to authorizing any individual to become a User. (g) Customer will be fully responsible for Users’ compliance with this Agreement and any breach of this Agreement by a User shall be deemed to be a breach by Customer. Ascendo’s relationship is with Customer and not individual Users or third parties using the Services through Customer, and Customer will address all claims raised by its Users directly with Ascendo. Section 3: Fees 3.1 Fees. The Customer will pay Ascendo the fees set forth in the Order Form. Except as otherwise specified herein or in any applicable Order Form, (a) fees are quoted and payable in United States dollars and (b) payment obligations are non-cancelable and non-pro-ratable for partial months, and fees paid are non-refundable. Ascendo reserves the right to change the fees or applicable charges and to institute new charges and fees at the end of the initial term, as specified in the Order Form, or then-current renewal term, upon thirty (30) days prior notice to Customer (which may be sent by email). 3.2 Late Payment. Ascendo may suspend access to the Services immediately upon notice if the Customer fails to pay any amounts hereunder at least fifteen (15) days past the applicable due date. 3.3 Taxes. All amounts payable hereunder are exclusive of any sales, use, and other taxes or duties, however designated (collectively “Taxes”). The Customer will be solely responsible for payment of all Taxes, except for those taxes based on the income of Ascendo. The Customer will not withhold any taxes from any amounts due to Ascendo. Section 4: Proprietary Rights and Confidentiality 4.1 Proprietary Rights. As between the parties, Ascendo exclusively owns all rights, title, and interest in and to the Services and Ascendo’s Confidential Information, and Customer exclusively owns all rights, title, and interest in and to the Customer Data and Customer’s Confidential Information. 4.2 Feedback. Customers may from time to time provide Ascendo suggestions or comments for enhancements or improvements, new features or functionality, or other feedback (“Feedback ”) with respect to the Services. Ascendo will have full discretion to determine whether or not to proceed with the development of any requested enhancements, new features, or functionality. Ascendo will have the full, unencumbered right, without any obligation to compensate or reimburse the Customer, to use, incorporate, and otherwise fully exercise and exploit any such Feedback in connection with its products and services. 4.3 Confidentiality. Each party agrees that it will use the Confidential Information of the other party solely in accordance with the provisions of this Agreement and it will not disclose, or permit to be disclosed, the same directly or indirectly, to any third party without the other party’s prior written consent, except as otherwise permitted hereunder. However, either party may disclose Confidential Information (a) to its employees, officers, directors, attorneys, auditors, financial advisors, and other representatives who have a need to know and are legally bound to keep such information confidential by confidentiality obligations consistent with those of this Agreement; and (b) as required by law (in which case the receiving party will provide the disclosing party with prior written notification thereof, will provide the disclosing party with the opportunity to contest such disclosure, and will use its reasonable efforts to minimize such disclosure to the extent permitted by applicable law. Neither party will disclose the terms of this Agreement to any third party, except that Ascendo may confidentially disclose such terms to actual or potential lenders, investors, or acquirers. Each party agrees to exercise due care in protecting Confidential Information from unauthorized use and disclosure. In the event of an actual or threatened breach of the provisions of this Section or the License Restrictions, the non-breaching party will be entitled to seek immediate injunctive and other equitable relief, without waiving any other rights or remedies available to it. Each party will promptly notify the other in writing if it becomes aware of any violations of the confidentiality obligations set forth in this Agreement. 4.4 Machine Learning and Aggregation. The Customer acknowledges that a fundamental component of the Services is the use of data aggregation and machine learning for the purpose of improving and providing Ascendo’s products and services. Notwithstanding anything to the contrary, Customer agrees that Ascendo is hereby granted the right to use (during and after the term hereof) information submitted using the Services to aggregate personally identifiable information and de-identify such information, including information related to vendors and train its algorithms internally through machine learning techniques for such purpose. 4.5 Performance Metrics. Customer agrees that Ascendo has the right to aggregate, collect, and analyze data and other information relating to the access or use of the Services by or on behalf of Customer or any User, including any performance, analytics, or statistical data and shall be free (during and after the term hereof) to (i) use such data and other information to improve Ascendo’s products and services, and (ii) disclose such data and other information solely in an aggregated and de-identified format. Section 5: Warranties and Disclaimers 5.1 Ascendo. Ascendo represents and warrants that it will not knowingly include, in the Services released to Users and provided to Customer hereunder, any computer code or other computer instructions, devices, or techniques, including without limitation those known as viruses, disabling devices, trojans, or time bombs, that intentionally disrupt, disable, harm, infect, defraud, damage, or otherwise impede in any manner, the operation of a network, computer program or computer system or any component thereof, including its security or User data. If, at any time, Ascendo fails to comply with the warranty in Section 5 .1, Customer may promptly notify Ascendo in writing of any such noncompliance. Ascendo will, within 30 days of receipt of such written notification, either correct the noncompliance or provide Customer with a plan for correcting the noncompliance. If the noncompliance is not corrected or if a reasonably acceptable correction plan is not established during such period, Customer may terminate this Agreement and receive a refund of any pre-paid but unearned subscription fees, prorated on a monthly basis, as its sole and exclusive remedy for such noncompliance. This provision does not apply to the Customer’s use of free Services. 5.2 Customer. Customer warrants that it has all rights necessary to provide any information, data or other materials that it provides hereunder, and to permit Ascendo to use the same as contemplated hereunder. 5.3 DISCLAIMERS. EXCEPT AS EXPRESSLY SET FORTH HEREIN, EACH PARTY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, TITLE, NON- INFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE. THE CUSTOMER ACKNOWLEDGES THAT THE SERVICES ARE BASED ON PREDICTIVE STATISTICAL MODELS, AND ARE INTENDED TO AUGMENT THE EFFICIENCY OF, BUT NOT REPLACE, CUSTOMER’S IT HELPDESK. THE SERVICES MAY CONTAIN BUGS, MAKE ERRORS, OR MISINTERPRET IT ISSUES, AND IN SUCH CASES ASCENDO CAN DISENGAGE ANY FUNCTIONALITY OF THE SERVICES AT THE CUSTOMER’S REQUEST. ASCENDO DOES NOT REPRESENT OR WARRANT THAT ANY OR ALL IT HELPDESK TICKETS WILL BE RESOLVED OR THAT HUMAN INTERVENTION WILL NOT BE REQUIRED TO RESOLVE AN IT HELPDESK TICKET. 5.4 BETA PRODUCTS. FROM TIME TO TIME, CUSTOMERS MAY HAVE THE OPTION TO PARTICIPATE IN A PROGRAM WITH ASCENDO WHERE CUSTOMER GETS TO USE ALPHA OR BETA PRODUCTS, FEATURES, OR DOCUMENTATION (COLLECTIVELY, “BETA PRODUCTS”) OFFERED BY ASCENDO. THE BETA PRODUCTS ARE NOT GENERALLY AVAILABLE AND ARE PROVIDED “AS IS”. ASCENDO DOES NOT PROVIDE ANY INDEMNITIES, SERVICE LEVEL COMMITMENTS OR WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, TITLE, NON-INFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE, IN RELATION THERETO. CUSTOMERS OR ASCENDO MAY TERMINATE THE CUSTOMER’S ACCESS TO THE BETA PRODUCTS AT ANY TIME. Section 6: Indemnification 6.1 Indemnity by Ascendo. Ascendo will defend Customer against any claim, demand, suit, or proceeding (“ Claim ”) made or brought against Customer by a third party alleging that the use of the Services as permitted hereunder infringes a United States patent or copyright or misappropriates a trade secret and will indemnify Customer for any damages finally awarded against (or any settlement approved by Ascendo) Customer in connection with any such Claim; provided that (a) Customer will promptly notify Ascendo of such Claim, (b) Ascendo will have the sole and exclusive authority to defend and/or settle any such Claim (provided that Ascendo may not settle any Claim without Customer’s prior written consent, which will not be unreasonably withheld unless it unconditionally releases Customer of all related liability) and (c) Customer reasonably cooperates with Ascendo in connection therewith. If the use of the Services by Customer has become, or in Ascendo’s opinion is likely to become, the subject of any claim of infringement, Ascendo may at its option and expense (i) procure for Customer the right to continue using and receiving the Services as set forth hereunder; (ii) replace or modify the Services to make it non-infringing (with comparable functionality); or (iii) if the options in clauses (i) or (ii) are not reasonably practicable, terminate this Agreement and provide a pro-rata refund of any prepaid fees corresponding to the terminated portion of the applicable subscription term. Ascendo will have no liability or obligation with respect to any Claim if such Claim is caused in whole or in part by (A) compliance with designs, guidelines, plans, or specifications provided by Customer; (B) use of the Services by Customer not in accordance with this Agreement; (C) modification of the Services by any party other than Ascendo without Ascendo’s express consent; (D) Customer Confidential Information or (E) the combination, operation or use of the Services with other applications, portions of applications, product(s) or services where the Services would not by itself be infringing (clauses (A) through (E), “ Excluded Claims ”). This Section states Ascendo’s sole and exclusive liability and obligation, and Customer’s exclusive remedy, for any claim of any nature related to infringement or misappropriation of intellectual property. 6.2 Indemnification by Customer. Customer will defend Ascendo against any Claim made or brought against Ascendo by a third party arising out of the (i) Customer breach of any laws or regulations (including with respect to privacy); (ii) Customer’s or any User's use of the Services; (iii) Customer’s violation of any agreements it has with any User; or (iv) Excluded Claims, and Customer will indemnify Ascendo for any damages finally awarded against (or any settlement approved by Customer) Ascendo in connection with any such Claim; provided that (a) Ascendo will promptly notify Customer of such Claim, (b) Customer will have the sole and exclusive authority to defend and/or settle any such Claim (provided that Customer may not settle any Claim without Ascendo’s prior written consent, which will not be unreasonably withheld unless it unconditionally releases Ascendo of all liability) and (c) Ascendo reasonably cooperates with Customer in connection therewith. Section 7: Limitation of Liability UNDER NO LEGAL THEORY, WHETHER IN TORT, CONTRACT, OR OTHERWISE, WILL EITHER PARTY BE LIABLE TO THE OTHER UNDER THIS AGREEMENT FOR (A) ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY CHARACTER, INCLUDING DAMAGES FOR LOSS OF GOODWILL, LOST PROFITS, LOST SALES OR BUSINESS, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, LOST CONTENT OR DATA, EVEN IF A REPRESENTATIVE OF SUCH PARTY HAS BEEN ADVISED, KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES, OR (B) EXCLUDING A PARTY’S INDEMNIFICATION OBLIGATIONS OR THE BREACH OF SECTION 2.3 (LIMITATIONS), SECTION 2.4 (CUSTOMER RESPONSIBILITIES) OR SECTION 3 (FEES), ANY DIRECT DAMAGES, COSTS, OR LIABILITIES IN EXCESS OF THE AMOUNTS PAID BY CUSTOMER UNDER THE APPLICABLE ORDER FORM DURING THE TWELVE (12) MONTHS PRECEDING THE INCIDENT OR CLAIM. Section 8: Termination 8.1 Term. The term of this Agreement will commence on the effective date of the initial Order Form and continue until terminated as set forth below. The initial term of each Order Form will begin on the Order Form effective date of such Order Form and will continue for the subscription term set forth therein. Except as set forth in such Order Form, the term of such Order Form will automatically renew for successive renewal terms equal to the length of the initial term of such Order Form, unless either party provides the other party with written notice of non-renewal at least thirty (30) days prior to the end of the then-current term. 8.2 Termination. Each party may terminate this Agreement upon written notice to the other party if there are no Order Forms then in effect. Each party may also terminate this Agreement or the applicable Order Form upon written notice in the event (a) the other party commits any material breach of this Agreement or the applicable Order Form and fails to remedy such breach within thirty ( 3 0) days after written notice of such breach or (b) subject to applicable law, upon the other party’s liquidation, commencement of dissolution proceedings or assignment of substantially all its assets for the benefit of creditors, or if the other party become the subject of bankruptcy or similar proceeding that is not dismissed within sixty (60) days. 8.3 Survival. Upon termination of this Agreement, all rights and obligations will immediately terminate except that any terms or conditions that by their nature should survive such termination will survive, including the License Restrictions and terms and conditions relating to proprietary rights and confidentiality, disclaimers, indemnification, limitations of liability and termination and the general provisions below. Section 9: General 9.1 Export Compliance. Each party will comply with the export laws and regulations of the United States, European Union, and other applicable jurisdictions in providing and using the Services. 9.2 Publicity. Customer agrees that Ascendo may refer to Customer’s name and trademarks in Ascendo’s marketing materials and website; however, Ascendo will not use Customer’s name or trademarks in any other publicity (e.g., press releases, customer references, and case studies) without Customer’s prior written consent (which may be by email). 9.3 Assignment; Delegation. Neither party hereto may assign or otherwise transfer this Agreement, in whole or in part, without the other party’s prior written consent, except that either party may assign this Agreement without consent to a successor to all or substantially all of its assets or business related to this Agreement. Any attempted assignment, delegation, or transfer by either party in violation hereof will be null or void. Subject to the foregoing, this Agreement will be binding on the parties and their successors and assigns. 9.4 Amendment; Waiver. No amendment or modification to this Agreement, nor any waiver of any rights hereunder, will be effective unless assented to in writing by both parties. Any such waiver will be only to the specific provision and under the specific circumstances for which it was given and will not apply with respect to any repeated or continued violation of the same provision or any other provision. Failure or delay by either party to enforce any provision of this Agreement will not be deemed a waiver of future enforcement of that or any other provision. 9.5 Relationship. Nothing contained herein will in any way constitute any association, partnership, agency, employment, or joint venture between the parties hereto, or be construed to evidence the intention of the parties to establish any such relationship. Neither party will have the authority to obligate or bind the other in any manner, and nothing herein contained will give rise or is intended to give rise to any rights of any kind to any third parties. 9.6 Unenforceability. If a court of competent jurisdiction determines that any provision of this Agreement is invalid, illegal, or otherwise unenforceable, such provision will be enforced as nearly as possible in accordance with the stated intention of the parties, while the remainder of this Agreement will remain in full force and effect and bind the parties according to its terms. 9.7 Governing Law. This Agreement will be governed by the laws of the State of California, exclusive of its rules governing choice of law and conflict of laws. This Agreement will not be governed by the United Nations Convention on Contracts for the International Sale of Goods. 9.8 Notices. Any notice required or permitted to be given hereunder will be given in writing by personal delivery, certified mail, return receipt requested, or by overnight delivery. Ascendo may provide notice using the information provided in the most recent Order Form and Customer may provide notice using the contact information provided on https://Ascendo.com . 9.9 Entire Agreement. This Agreement comprises the entire agreement between Customer and Ascendo with respect to its subject matter and supersedes all prior and contemporaneous proposals, statements, sales materials, or presentations and agreements (oral and written). No oral or written information or advice given by Ascendo, its agents, or employees will create a warranty or in any way increase the scope of the warranties in this Agreement. In the event of any conflict between this Agreement and the DPA or CCPA Addendum, the DPA and/or CCPA Addendum, as applicable, will govern 9.10 Force Majeure . Neither Party will be deemed in breach hereunder for any cessation, interruption, or delay in the performance of its obligations due to causes beyond its reasonable control (“ Force Majeure Event ”), including earthquake, flood, or other natural disasters, act of God, labor controversy, civil disturbance, terrorism, war (whether or not officially declared), cyber-attacks (e.g., denial of service attacks), or the inability to obtain sufficient supplies, transportation, or other essential commodity or service required in the conduct of its business, or any change in or the adoption of any law, regulation, judgment or decree. 9.11 Government Terms. Ascendo provides the Services, including related software and technology, for ultimate federal government end use solely in accordance with the terms of this Agreement. If Customer (or any of its customers) is an agency, department, or other entity of any government, the use, duplication, reproduction, release, modification, disclosure, or transfer of the Services, or any related documentation of any kind, including technical data, software, and manuals, is restricted by the terms of this Agreement. All other use is prohibited and no rights than those provided in this Agreement are conferred. The Services were developed fully at private expense. 9.12 Interpretation. For purposes hereof, “including” means “including without limitation”. For Security Questions Contact - ascendoinfosec@ascendo.ai Ready to learn more? Contact Us

Join the AI Agent Masterclass for Field Service, Tech Support & CX leaders. Learn, build & deploy AI agents fast—no code needed. AI Agent Masterclass Join an exclusive roundtable for VPs, SVPs, and Directors in Field Service, Technical Support, and Customer Support. 13th August, 2025 1:00 PM– 2:00 PM PST Online Event Request a meeting Check our Linkedin Event About Event Join our exclusive AI Agent Masterclass designed for Service and Support Leaders who want to take action—not just learn theory. In this interactive online session, you’ll discover how to build and customize AI agents in minutes, with zero coding required. Learn to assess your organization's AI readiness using our AI Maturity Model Matrix, pinpoint where you stand, and track your progress toward automation excellence. You'll also get expert guidance on whether to build or buy AI agents based on your current maturity level. Perfect for those ready to lead with AI—not follow. What to Expect Learn the lingo of AI agents Understand if you even need AI Identify what type of AI agent you need Prioritize your use cases for AI How to convince management on AI Do you need to clean up your data Deploy no-code AI agents in minutes Benchmark your AI maturity with our proprietary matrix Our Mentors Karpagam Narayanan CEO at Ascendo AI Karpagam Naryanan CEO at Ascendo AI Ramki Pitchuiyer Co-Founder & CTO at Ascendo AI Why Learners Love the "AI Agent Masterclass " Chris Dickerson VP Service Planning and Logistics Optimized Inventory, Improved SLA We are able to achieve a 95% SLA with hardly any firefighting. We proactively manage and optimize the inventory of 5,000 unique spare parts across 300 depots. Payam Karbassi Global Service Segment Leader MUST HAVE solution for customer support Easy to setup and configure. The game-plan for remote as well as field support prediction results are right-on. Ascendo AI provides excellent support for initial setup and on-going collaboration. We needed an advanced tool to realize labor and material cost savings while maintaining enhanced experience for customers and partners. We are on the path to realize improved benefits across our product portfolio. Kevin Yang Senior Data Scientist Superb models that provides results With Ascendo AI, we are able to enhance patient experience and predict outcomes. The tool also calls out Top trending issues from all of the Voice of the Customer interactions to provide Product Feedback. Ascendo AI helps us to predict patient churn so we can proactively address to improve patient treatment and therapy. Being proactive will enable us to stay as a market leader. Viktor Kehayov VP, Product Engineering SAP FSM Leveraging Enterprise Data: Our SAP FSM with Ascendo AI Our SAP AI-driven FSM solution, alongside partner offering Ascendo AI, is well-equipped for finding reliable solutions using existing data in SAP and other knowledge content. Brenda Guardado Senior Director Customer Success Innovative product offerings and amazing support The Ascendo AI team is extremely pleasant to work with. They are responsive, they show they truly care about your experience with their product, and were quick to iterate on any feedback provided. Ascendo AI has an amazing product offering that integrates well with shared Slack channels and empowers our team to seamlessly support customers effectively and accurately. Cedric Prevost Service Delivery and Infrastructure Leader for Life Care Solution Must have solution finder tool for Field Service Ascendo AI is extremely easy to add new products. We like the design and the easy of use in terms of getting the solutions to customer reported problems. Ascendo ai is helping to support Field engineers doing field and remote support. This is a very useful tool to support new hired field engineer less experience than the others. Alexandra Pham Senior Customer Success Manager Ascendo AI is a must have for CX! Ascendo AI made it so easy to bring Trending issues, Knowledge intelligence, Quality and Voice of the Customer across our support channels. We used Slack as a channel and Ascendo AI helps learn from the interactions. Automatically coming up with Trending issues that we can feed back to the Product team. It is like having Voice of the Customer in our back pockets. Brenda Bernal Vice President AI-Driven Solutions and Knowledge Creation Ascendo AI solves 88% of customer issues immediately and for the rest, guides us by helping to create knowledge. Atad Bronstein Director of Customer Success Transforming Knowledge Dynamics Anjuna’s Product Support team uses Ascendo AI to quickly assimilate knowledge and rapidly resolve new support requests across a variety of customer deployment environments. Our products are highly-technical and always-evolving, and Ascendo AI helped us achieve and even overachieve Support KPIs such as: reducing Time-To-Resolution and increasing the number of Resolution-In-First-Touch. John Heald Global VP, SAP CX SAP and Ascendo AI Partner to Enhance Customer Support Happy to celebrate this news about having Ascendo.ai on our SAP Store. Looking forward to working with them and our great customers, empowering resolution at every point and channel of service. Stacy McQuestion Sr. Logistics Analyst Absolute must for managing customer support SLA Ascendo AI is so easy to get a proactive measure of where we need to stock spare parts to address potential customer demand. We have very stringent and critical SLA requirements and Ascendo AI helps us to take proactive actions. Infinera products are used in mission-critical environments, and it is crucial to provide top-notch customer service while optimizing for cost. Ascendo AI helps us to do just that. Kiet Dam LCS Service VCP & Product Quality Leader Ascendo AI is transforming field service team delivery The tool is very initutive to use and navigate. The tool also constantly improves upon itself as additional data gets uploaded or as users give input. It gives our field team a great gameplan to resolve customer issues based on previous service records. We are trying to improve labor and parts efficiencies along with reducing customer downtime. We have realized labor and material savings year over year. Deovrat Vibhandik Lead Engineer Service Engineering Best Predictor tool for support and troubleshooting for Field Engineers Easy interface that provides the best solution along with guidance on root cause and solution areas. We can also get the best technician to provide guidance on the fix. Ease of troubleshooting and clear gameplan for our field engineers to solve customer issues. We are getting benefits on both labor and material cost. Matt Mitchell Technical Support Principal Engineer From Reactive to Proactive: Ascendo AI Revolutionized Support Ascendo AI has transformed the battleground of technical support, turning what was once a two-week reactive struggle into a one-day proactive plan, ensuring the right solutions (activity and part) are in place before they're needed. Ahmad Azlan Isa Country Senior Engineer Search Resolution Feedback Ascendo AI is helping resolve GE customer devices and systems problems. I appreciate the search engine, which organizes products into distinct groups. Chandrasekar Elongovan Senior Quality Manager Technical Service APAC Deeper insights on the field usage of our equipment We have complex medical devices and we perform varying types of preventative maintenance (PM). Ascendo AI brought out the insights into the cause and effect of such PMs and the trending issues using inference models. These insights are helping us to make proactive steps in the way we provide services. With the recommendation from Ascendo AI we are able to proactively determine PM offerings. James Fitts Director of Service Planning Perfect Solution for Reverse Logistics Spare parts Support Ascendo was Flexible to support our unique business needs. We are able to address our SLA requirements proactively resulting in enhanced Customer Satisfaction and Less Escalation. We are able to predict how much parts we need, where we need it, in time to meet our SLA. With our current Supply Chain Constraints, Planning moves to the forefront of our customer experience. Amitkumar Parihar Customer Success Manager Easy to use and clear prediction results. It is user friendly Easy to connect with CRM data. We can add knowledge enrichment at any point of time. Ascendo AI self learning engine provides best results for customer support team. We introduced new products and also support legacy products, it is so much easier to use Ascendo for new users to ramp up with products. Using Ascendo AI is like Google search for customer support. Amy Waranauskas Service Product Line Manager Easy to use reliable platform with a robust roadmap Ascendo AI has collaboratively worked with us, meeting with us every week to discuss status and collaborate on new ideas. The use case I am involved in is a spares planning application including predictive algorithms. The Ascendo AI application has contributed to significant improvements in SLA compliance for these services. Chuck Kellen Associate Director of Continuous Improvement Blown away! We were up and running in an hour! EDF has been looking to drive consistency, quality, uptime and productivity across its global Field Service team. Ascendo AI agents had the capability to pull data from within SAP and outside. We were able to set up the initial deployment in less than an hour and start using Ascendo Agents. We are "blown away" by the way Ascendo AI is able to comprehend and provide Generative AI solutions with clear steps. Industry leaders soar with Ascendo.AI it’s your turn to elevate with AI and communications. Trusted by Chuck Kellen Associate Director, Continuous Improvement & Maintenance Digital Product Manager, Asset Optimization, EDFR NA Melissa Hogan Sr. Director, Digital Transformation & Continuous Improvement, Asset Optimization, EDFR NA Awards & Achievements We rely on the power of data, and so can you. All G2 ratings Ascendo is extremely easy to add new products. We like the design and the easy of use in terms of getting the solutions to customer reported problems. Cedric Prevost Service Delivery and Infrastructure Leader for Life Care Solution - Europe & Africa at GE Healthcare Pre-book a 1:1 Executive Meeting With Us Request a meeting Request a meeting

Download Ascendo.ai’s latest research paper to explore cutting-edge advancements in AI for IT operations, automation, and enterprise support strategies Get started to learn how to build and deploy a data-driven proactive customer service strategy that boosts customer retention and your company’s bottom line. Download Proactive Customer Retention Report In the current era, Proactive customer service is your only way forward. Research shows traditional service and support methods aren’t getting the job done: - Service costs are up 15%. - Lower-performing agents cost you up to 67% more than top performers. - 86% of customers contact customer service multiple times for the same reason. - Two-thirds of companies now compete on customer service. Today, customer service is a key element to a great customer experience. And customer experience has never been more critical to a company’s success. It’s time to get proactive. Service and support organizations like yours are falling short. Support calls are expensive, call volumes are high, and customer expectations are higher. Service calls are taking too long due to labor shortages and an increasing knowledge gap resulting from experienced workers leaving the workforce. KPIs show your employees are overworked and your customers are dissatisfied. And the C-suite is pressuring you to build a service strategy that will boost the company’s bottom line. If you’re feeling the pressure, you may work for a reactive service organization. And our recent study shows you’re not alone. Focusing on KPIs like call volume and length won’t make a long-term and lasting impact that elevates your service organization as well as your company. But if you rely on your data – information collected from your customers about their issues and their service interactions – you can arm your service and support team with the knowledge they need to respond efficiently and effectively. More importantly, you’ll empower your customers with convenient self-serve options in addition to expedited agent interactions. Be proactive now: Download the report to learn how to build and deploy a data-driven proactive customer service strategy that boosts customer retention and your company’s bottom line. Download now Proactive Customer Retention Report Ready to learn more? Contact Us

Provide the best customer services to your end customers with the AI and ML-based technology of Ascendo AI. Welcome to the world of Ascendo AI resolution engine that works across data to give you the most relevant solutions based on customer interaction. AI Agents Conversational Intelligence from self help to agent assist creating consistency across channels. Sign up for free If you have been operating with a chat bot for website, a tool for each Slack, Teams, Whatsapp and other conversational support channels, you must be drowning in rules, process definitions and chat bot training. Welcome to the wold of Ascendo AI resolution engine that works across data to give you the most relevant solutions based on customer interaction. Measure every self service interaction to see resolution, solution effectiveness, Customer Effort Score or CSAT. No need to train or run multiple weeks of POC. Scale your team and measure ROI from within Ascendo. Ascendo AI Conversational Engine 01 Not your chat bot! Ascendo’s AI Agent consolidates knowledge from multiple data sources to provide your customers solutions with any interaction. Your customers need not create a ticket for all issues when a myriad of solutions probabilistically ranked are provided from multiple data sources all in one page. 02 Solve Complex Issues Our distinctive AI search model returns contextual solutions as it has been able to harness tribal knowledge specific to our clients. The uniqueness of Ascendo’s AI Search is embedded into your conversations to provide consistency across channels. 03 Cater to your Industry While Ascendo’s AI Agent can cater to your customer support needs irrespective of the industry, it can also be configured to gain specific knowledge. 04 Resolve not Prolong As a customer support agent, Ascendo’s AI Search allows you to view solutions based on which data sources and predicted root causes you want to explore. It also allows you to differentiate your solution search between different products. 05 Predict Customer Effort and Health Scores All interactions with customers are saved and used as a knowledge bank to understand the trends and patterns of customer concerns over time. One Platform for entire Customer Service Lifecycle Contact Us AI Agent with Intelligence Live Agent Handshake Your customers never have to repeat their bot interactions and what they tried so far EVER. When a agent handoff happens, agent not only knows what solutions the customer has tried before but also gets additional predictions from enhanced data access. Make every front-line agent a super hero!

Agentic AI platform for Field Service and Technical support. Automate & optimize service operations with AI agents. Contact us today! Ready to automate Support Operations? Ascendo helps companies provide stellar customer support No credit card required I 5/5 Ratings I SOC 2 certified Contact Us First name Last name Business Email* Phone number Submit Why Ascendo? The one solution for all Support Operations Ascendo combines automation, intelligence, prediction tools and insights for support leaders, agents and end customers. Make your support proactive today! Chris Dickerson VP Service Planning and Logistics Optimized Inventory, Improved SLA We are able to achieve a 95% SLA with hardly any firefighting. We proactively manage and optimize the inventory of 5,000 unique spare parts across 300 depots. Payam Karbassi Global Service Segment Leader MUST HAVE solution for customer support Easy to setup and configure. The game-plan for remote as well as field support prediction results are right-on. Ascendo AI provides excellent support for initial setup and on-going collaboration. We needed an advanced tool to realize labor and material cost savings while maintaining enhanced experience for customers and partners. We are on the path to realize improved benefits across our product portfolio. Kevin Yang Senior Data Scientist Superb models that provides results With Ascendo AI, we are able to enhance patient experience and predict outcomes. The tool also calls out Top trending issues from all of the Voice of the Customer interactions to provide Product Feedback. Ascendo AI helps us to predict patient churn so we can proactively address to improve patient treatment and therapy. Being proactive will enable us to stay as a market leader. Viktor Kehayov VP, Product Engineering SAP FSM Leveraging Enterprise Data: Our SAP FSM with Ascendo AI Our SAP AI-driven FSM solution, alongside partner offering Ascendo AI, is well-equipped for finding reliable solutions using existing data in SAP and other knowledge content. Brenda Guardado Senior Director Customer Success Innovative product offerings and amazing support The Ascendo AI team is extremely pleasant to work with. They are responsive, they show they truly care about your experience with their product, and were quick to iterate on any feedback provided. Ascendo AI has an amazing product offering that integrates well with shared Slack channels and empowers our team to seamlessly support customers effectively and accurately. Cedric Prevost Service Delivery and Infrastructure Leader for Life Care Solution Must have solution finder tool for Field Service Ascendo AI is extremely easy to add new products. We like the design and the easy of use in terms of getting the solutions to customer reported problems. Ascendo ai is helping to support Field engineers doing field and remote support. This is a very useful tool to support new hired field engineer less experience than the others. Alexandra Pham Senior Customer Success Manager Ascendo AI is a must have for CX! Ascendo AI made it so easy to bring Trending issues, Knowledge intelligence, Quality and Voice of the Customer across our support channels. We used Slack as a channel and Ascendo AI helps learn from the interactions. Automatically coming up with Trending issues that we can feed back to the Product team. It is like having Voice of the Customer in our back pockets. Brenda Bernal Vice President AI-Driven Solutions and Knowledge Creation Ascendo AI solves 88% of customer issues immediately and for the rest, guides us by helping to create knowledge. Atad Bronstein Director of Customer Success Transforming Knowledge Dynamics Anjuna’s Product Support team uses Ascendo AI to quickly assimilate knowledge and rapidly resolve new support requests across a variety of customer deployment environments. Our products are highly-technical and always-evolving, and Ascendo AI helped us achieve and even overachieve Support KPIs such as: reducing Time-To-Resolution and increasing the number of Resolution-In-First-Touch. John Heald Global VP, SAP CX SAP and Ascendo AI Partner to Enhance Customer Support Happy to celebrate this news about having Ascendo.ai on our SAP Store. Looking forward to working with them and our great customers, empowering resolution at every point and channel of service. Stacy McQuestion Sr. Logistics Analyst Absolute must for managing customer support SLA Ascendo AI is so easy to get a proactive measure of where we need to stock spare parts to address potential customer demand. We have very stringent and critical SLA requirements and Ascendo AI helps us to take proactive actions. Infinera products are used in mission-critical environments, and it is crucial to provide top-notch customer service while optimizing for cost. Ascendo AI helps us to do just that. Kiet Dam LCS Service VCP & Product Quality Leader Ascendo AI is transforming field service team delivery The tool is very initutive to use and navigate. The tool also constantly improves upon itself as additional data gets uploaded or as users give input. It gives our field team a great gameplan to resolve customer issues based on previous service records. We are trying to improve labor and parts efficiencies along with reducing customer downtime. We have realized labor and material savings year over year. Deovrat Vibhandik Lead Engineer Service Engineering Best Predictor tool for support and troubleshooting for Field Engineers Easy interface that provides the best solution along with guidance on root cause and solution areas. We can also get the best technician to provide guidance on the fix. Ease of troubleshooting and clear gameplan for our field engineers to solve customer issues. We are getting benefits on both labor and material cost. Matt Mitchell Technical Support Principal Engineer From Reactive to Proactive: Ascendo AI Revolutionized Support Ascendo AI has transformed the battleground of technical support, turning what was once a two-week reactive struggle into a one-day proactive plan, ensuring the right solutions (activity and part) are in place before they're needed. Ahmad Azlan Isa Country Senior Engineer Search Resolution Feedback Ascendo AI is helping resolve GE customer devices and systems problems. I appreciate the search engine, which organizes products into distinct groups. Chandrasekar Elongovan Senior Quality Manager Technical Service APAC Deeper insights on the field usage of our equipment We have complex medical devices and we perform varying types of preventative maintenance (PM). Ascendo AI brought out the insights into the cause and effect of such PMs and the trending issues using inference models. These insights are helping us to make proactive steps in the way we provide services. With the recommendation from Ascendo AI we are able to proactively determine PM offerings. James Fitts Director of Service Planning Perfect Solution for Reverse Logistics Spare parts Support Ascendo was Flexible to support our unique business needs. We are able to address our SLA requirements proactively resulting in enhanced Customer Satisfaction and Less Escalation. We are able to predict how much parts we need, where we need it, in time to meet our SLA. With our current Supply Chain Constraints, Planning moves to the forefront of our customer experience. Amitkumar Parihar Customer Success Manager Easy to use and clear prediction results. It is user friendly Easy to connect with CRM data. We can add knowledge enrichment at any point of time. Ascendo AI self learning engine provides best results for customer support team. We introduced new products and also support legacy products, it is so much easier to use Ascendo for new users to ramp up with products. Using Ascendo AI is like Google search for customer support. Amy Waranauskas Service Product Line Manager Easy to use reliable platform with a robust roadmap Ascendo AI has collaboratively worked with us, meeting with us every week to discuss status and collaborate on new ideas. The use case I am involved in is a spares planning application including predictive algorithms. The Ascendo AI application has contributed to significant improvements in SLA compliance for these services. Industry leaders soar with Ascendo.AI it’s your turn to elevate with AI and communications. Testimonials Chris Dickerson VP Service Planning and Logistics Optimized Inventory, Improved SLA We are able to achieve a 95% SLA with hardly any firefighting. We proactively manage and optimize the inventory of 5,000 unique spare parts across 300 depots. Payam Karbassi Global Service Segment Leader MUST HAVE solution for customer support Easy to setup and configure. The game-plan for remote as well as field support prediction results are right-on. Ascendo AI provides excellent support for initial setup and on-going collaboration. We needed an advanced tool to realize labor and material cost savings while maintaining enhanced experience for customers and partners. We are on the path to realize improved benefits across our product portfolio. Kevin Yang Senior Data Scientist Superb models that provides results With Ascendo AI, we are able to enhance patient experience and predict outcomes. The tool also calls out Top trending issues from all of the Voice of the Customer interactions to provide Product Feedback. Ascendo AI helps us to predict patient churn so we can proactively address to improve patient treatment and therapy. Being proactive will enable us to stay as a market leader. Viktor Kehayov VP, Product Engineering SAP FSM Leveraging Enterprise Data: Our SAP FSM with Ascendo AI Our SAP AI-driven FSM solution, alongside partner offering Ascendo AI, is well-equipped for finding reliable solutions using existing data in SAP and other knowledge content. Brenda Guardado Senior Director Customer Success Innovative product offerings and amazing support The Ascendo AI team is extremely pleasant to work with. They are responsive, they show they truly care about your experience with their product, and were quick to iterate on any feedback provided. Ascendo AI has an amazing product offering that integrates well with shared Slack channels and empowers our team to seamlessly support customers effectively and accurately. Cedric Prevost Service Delivery and Infrastructure Leader for Life Care Solution Must have solution finder tool for Field Service Ascendo AI is extremely easy to add new products. We like the design and the easy of use in terms of getting the solutions to customer reported problems. Ascendo ai is helping to support Field engineers doing field and remote support. This is a very useful tool to support new hired field engineer less experience than the others. Alexandra Pham Senior Customer Success Manager Ascendo AI is a must have for CX! Ascendo AI made it so easy to bring Trending issues, Knowledge intelligence, Quality and Voice of the Customer across our support channels. We used Slack as a channel and Ascendo AI helps learn from the interactions. Automatically coming up with Trending issues that we can feed back to the Product team. It is like having Voice of the Customer in our back pockets. Brenda Bernal Vice President AI-Driven Solutions and Knowledge Creation Ascendo AI solves 88% of customer issues immediately and for the rest, guides us by helping to create knowledge. Atad Bronstein Director of Customer Success Transforming Knowledge Dynamics Anjuna’s Product Support team uses Ascendo AI to quickly assimilate knowledge and rapidly resolve new support requests across a variety of customer deployment environments. Our products are highly-technical and always-evolving, and Ascendo AI helped us achieve and even overachieve Support KPIs such as: reducing Time-To-Resolution and increasing the number of Resolution-In-First-Touch. John Heald Global VP, SAP CX SAP and Ascendo AI Partner to Enhance Customer Support Happy to celebrate this news about having Ascendo.ai on our SAP Store. Looking forward to working with them and our great customers, empowering resolution at every point and channel of service. Stacy McQuestion Sr. Logistics Analyst Absolute must for managing customer support SLA Ascendo AI is so easy to get a proactive measure of where we need to stock spare parts to address potential customer demand. We have very stringent and critical SLA requirements and Ascendo AI helps us to take proactive actions. Infinera products are used in mission-critical environments, and it is crucial to provide top-notch customer service while optimizing for cost. Ascendo AI helps us to do just that. Kiet Dam LCS Service VCP & Product Quality Leader Ascendo AI is transforming field service team delivery The tool is very initutive to use and navigate. The tool also constantly improves upon itself as additional data gets uploaded or as users give input. It gives our field team a great gameplan to resolve customer issues based on previous service records. We are trying to improve labor and parts efficiencies along with reducing customer downtime. We have realized labor and material savings year over year. Deovrat Vibhandik Lead Engineer Service Engineering Best Predictor tool for support and troubleshooting for Field Engineers Easy interface that provides the best solution along with guidance on root cause and solution areas. We can also get the best technician to provide guidance on the fix. Ease of troubleshooting and clear gameplan for our field engineers to solve customer issues. We are getting benefits on both labor and material cost. Matt Mitchell Technical Support Principal Engineer From Reactive to Proactive: Ascendo AI Revolutionized Support Ascendo AI has transformed the battleground of technical support, turning what was once a two-week reactive struggle into a one-day proactive plan, ensuring the right solutions (activity and part) are in place before they're needed. Ahmad Azlan Isa Country Senior Engineer Search Resolution Feedback Ascendo AI is helping resolve GE customer devices and systems problems. I appreciate the search engine, which organizes products into distinct groups. Chandrasekar Elongovan Senior Quality Manager Technical Service APAC Deeper insights on the field usage of our equipment We have complex medical devices and we perform varying types of preventative maintenance (PM). Ascendo AI brought out the insights into the cause and effect of such PMs and the trending issues using inference models. These insights are helping us to make proactive steps in the way we provide services. With the recommendation from Ascendo AI we are able to proactively determine PM offerings. James Fitts Director of Service Planning Perfect Solution for Reverse Logistics Spare parts Support Ascendo was Flexible to support our unique business needs. We are able to address our SLA requirements proactively resulting in enhanced Customer Satisfaction and Less Escalation. We are able to predict how much parts we need, where we need it, in time to meet our SLA. With our current Supply Chain Constraints, Planning moves to the forefront of our customer experience. Amitkumar Parihar Customer Success Manager Easy to use and clear prediction results. It is user friendly Easy to connect with CRM data. We can add knowledge enrichment at any point of time. Ascendo AI self learning engine provides best results for customer support team. We introduced new products and also support legacy products, it is so much easier to use Ascendo for new users to ramp up with products. Using Ascendo AI is like Google search for customer support. Amy Waranauskas Service Product Line Manager Easy to use reliable platform with a robust roadmap Ascendo AI has collaboratively worked with us, meeting with us every week to discuss status and collaborate on new ideas. The use case I am involved in is a spares planning application including predictive algorithms. The Ascendo AI application has contributed to significant improvements in SLA compliance for these services. Optimized Inventory, Improved SLA Chris Dickerson We are able to achieve a 95% SLA with hardly any firefighting. We proactively manage and optimize the inventory of 5,000 unique spare parts across 300 depots. VP Service Planning and Logistics From Reactive to Proactive: Ascendo AI Revolutionized Support Matt Mitchell Ascendo AI has transformed the battleground of technical support, turning what was once a two-week reactive struggle into a one-day proactive plan, ensuring the right solutions (activity and part) are in place before they're needed. Principal Engineer MUST HAVE solution for customer support Payam Karbassi Easy to setup and configure. The game-plan for remote as well as field support prediction results are right-on. Ascendo AI provides excellent support for initial setup and on-going collaboration. We needed an advanced tool to realize labor and material cost savings while maintaining enhanced experience for customers and partners. We are on the path to realize improved benefits across our product portfolio. Global Service Segment Leader Trusted by Awards Awards & Achievements We rely on the power of data, and so can you. All G2 ratings "Easy interface that provides the best solution along with guidance on root cause and solution areas. We can also get the best technician to provide guidance on the fixReview collected by and hosted on G2.com." Deovrat Vibhandik Lead Engineer: Service Engineering Enterprise Start your journey towards Modern Support Operations Enter Your Email Subscribe Thanks for subscribing!