In the race to scale renewable energy and combat climate change, innovation isn’t just about technology, it’s about reimagining how humans and machines collaborate to solve complex challenges. At EDF Renewables North America, a global leader in grid-scale renewable energy, this vision is coming to life through a groundbreaking partnership with Ascendo AI. Chuck Kellen, Digital Product Owner (Maintenance) at EDF Renewables, recently shared insights at FieldServiceUSA on how Ascendo AI’s transformative solutions are empowering field teams, streamlining operations, and accelerating the clean energy transition. AI-Powered Field Service Automation Here’s how EDF Renewables is harnessing AI-driven field service optimization to turn industry challenges into opportunities.  The Challenge: Scaling Renewables in a Complex Landscape  EDF Renewables operates over 70 project sites across North America, each managing its own inventory, maintenance protocols, and contractual obligations. With assets ranging from solar plants to wind farms, the company faced critical hurdles:    Service supply chain inefficiencies: Decentralized inventory systems led to higher defect rates and operational delays.  Data Overload: Siloed historical maintenance data, OEM manuals, and tribal knowledge made troubleshooting slow and labor-intensive.  Tariff & Logistics Complexity: Global supply chain hurdles, tariffs, and reverse logistics for refurbishing overseas parts added layers of unpredictability.    “We needed enterprise AI solutions for support teams that could adapt to our unique contractual structures while driving corporate-wide efficiency,” explains Chuck. “But we also had to keep field technicians focused on assets, not administrative tasks.”  The Ascendo AI Advantage: Precision, Speed, and Partnership  EDF Renewables turned to Ascendo AI to bridge the gap between ambition and execution. Here’s how Ascendo’s agentic AI for technical support is revolutionizing their operations:  1. AI-Powered Field Service Automation  Ascendo AI’s specialized agents tackle EDF’s biggest pain points:  Resolution Agent: Streamlines fault code troubleshooting using AI-powered remote troubleshooting tools, reducing diagnostic time by 50%.  Part Suggestion Agent: Predicts components needed for repairs, enabling parts optimisation and cutting downtime.  Knowledge Management Agent: Aggregates decades of tribal knowledge, enabling engineers to build troubleshooting guides twice as fast (from 40-80 hours to just 20 hours per guide).  “When our EVP saw the Part Suggestion Agent in action, his reaction was, ‘Wow. Let’s go.’ That’s the power of showing, not telling,” Chuck recalls.    2. Digitizing the Field-to-Office Workflow  By integrating Ascendo AI’s tools into their SAP-powered mobile app, EDF Renewables has:  Saved 1.9 hours per service order across 14,000 annual tasks, reclaiming 26,600+ hours annually for critical field work.  Standardized processes across all sites, ensuring compliance with diverse contracts.   3. Building Trust Through Tangible Results  Through workshops with technicians, Ascendo AI’s solutions are co-designed with end-users, ensuring practicality and buy-in.  “AI in field service isn’t magic, it’s a tool to scale what already works,” says Chuck. “By starting small and proving value fast, we’re turning skeptics into advocates.”    The Future: AI as a Collaborative Partner   EDF Renewables is experimenting with Ascendo AI’s multi-agent systems, where AI for predictive   maintenance in field operations predicts part failures, auto-generates repair plans, and optimizes logistics.  “We’re just scratching the surface,” Chuck adds. “Ascendo AI is helping us turn data into decisions, uncertainty into strategy, and clean energy goals into reality.”  Why EDF Renewables Chooses Ascendo AI   Best AI agents for enterprise support: Adaptable to diverse contracts, sites, and regulations.  Human-Centric Design: Tools augment not replace field expertise.  Proven ROI: From reducing downtime to optimizing inventory, results speak louder than promises.  Powering the Future, Together   At Ascendo AI, we’re proud to partner with pioneers like EDF Renewables. By merging human ingenuity with AI-driven workforce scheduling for field teams and precision, we’re building a resilient, efficient, and sustainable energy future.  Ready to reduce field service downtime with AI?    Contact us to learn how we can turn complexity into clarity.    Learn more: How Nokia and Ascendo AI Are Transforming Field Service with Intelligent Automation AI Agents in 2025: Redefining Technical Support with Precision and Partnership

Imagine a world where AI doesn’t just assist, it orchestrates . At a recent AI & Wednesday session hosted by Ascendo AI, Christopher Dickerson, VP of Service Planning and Logistics at Nokia, and Ramki Pitchuiyer, Ascendo AI’s Chief Customer Officer, painted a vision of AI agents working in harmony like a finely tuned symphony. No longer confined to theory, this future is already delivering staggering results. Let’s dive into Nokia’s groundbreaking journey from manual chaos to AI-driven precision, a story of 95% fewer escalations, proactive problem-solving, and a supply chain that dances to the rhythm of machine intelligence. The Old Playbook: Two Weeks of Friction     Not long ago, Nokia’s field service operations resembled a high-stakes puzzle. When a network failure occurred, teams manually sifted through logs, cross-referenced service calls, and pored over technical manuals to diagnose issues. Human experts then guessed which parts needed replacement, a process that dragged on for two weeks. By the time replacement parts were ordered, delays piled up, customer frustrations escalated, and costs soared.  “It was reactive, time-consuming, and ripe for disruption,” explained Chris Dickerson. “We needed to flip the script: predict  failures before they happened and act at machine speed.”  The New Symphony: AI Agents in Concert    Enter Ascendo AI’s Agentic Application , a multi-agent platform that transformed Nokia’s workflow into a dynamic, real-time collaboration. Here’s how it works:  The Detective : An AI agent scours logs, service histories, and machine data to detect anomalies.  The Diagnostician : A second agent pinpoints root causes, correlating patterns across millions of data points.  The Strategist : A third agent determines which parts need replacement and checks global inventory levels.  The Planner : A final agent maps parts availability to service schedules, ensuring replacements arrive before failures strike.  This “choreography of digital minds” slashed resolution times from two weeks to four hours . But the real magic? Proactive  maintenance. By predicting failures and aligning parts logistics in advance, Nokia now avoids crises rather than reacting to them.  Results That Hit the Right Notes   95% Reduction in Escalations: Customers no longer wait in frustration—issues are resolved before they spiral.  Optimized Inventory: Depot stock levels are dynamically adjusted, reducing waste and shortages.  Stronger Customer Loyalty: With fewer outages and faster fixes, contract renewals now happen without discounts or penalties.  “This isn’t just efficiency,” Ramki Pitchuiyer emphasized. “It’s about building trust. When AI handles the heavy lifting, technicians focus on innovation, and customers see relentless reliability.”  Why This Matters for Every Industry   Nokia’s story isn’t unique, it’s a blueprint. Whether in telecom, manufacturing, or healthcare, siloed data and manual processes are universal pain points. Ascendo’s AI agentic workflows offer a scalable solution:  Predictive Analytics: Turn historical data into foresight.  Seamless Collaboration: Break down data barriers between teams.  Real-Time Agility: Adapt to challenges before they impact operations.  As Chris Dickerson put it, “AI isn’t replacing humans, it’s amplifying our ability to think bigger.”  Final Note: From Beautiful Minds to Beautiful Results       As Ramki Pitchuiyer closed the session: “This isn’t about chasing the ‘next big thing.’ It’s about building a beautiful reality , one where AI works quietly in the background, so your team and customers can thrive in the foreground.”  At Ascendo AI, we’re not just imagining that future. We’re engineering it.   Schedule a Consultation : Let’s design an AI orchestration that fits your workflow.  Learn More: 2025 Vision: The Role of Multimodal and Agentic AI in Technical Support Why 2025 Will Redefine Technical Support: The Role of AI Teammates in Driving Efficiency

In today's competitive business landscape, understanding and addressing customer concerns  quickly and efficiently is crucial. However, for many support teams, the sheer volume and complexity of customer feedback can be overwhelming. Ascendo  steps in to revolutionize the way teams handle customer feedback, transforming challenges into opportunities.   The Challenges of Customer Support   Support teams often face several challenges, including:   Identifying Opportunities for Improvement: It can be difficult to spot emerging trends and issues from the mountain of customer data.   Refining Support Operations: Knowing where to allocate resources and how to best structure your team can be a struggle.   Gaining Actionable Insights:  Turning customer data  into real-world insights that can be used to improve the customer experience can be a complex process.   Resource-intensive Efforts:  Manually categorizing customer issues and forming specialized teams can be time-consuming and costly.   The Challenges of Customer Support Ascendo's Revolutionary Solution: Voice of the Customer (VOC)   Ascendo's  Voice of the Customer  (VOC) offers a game-changing solution to these challenges. It's like having a secret weapon for your support team, giving you the power to:   Automatically identify diverse issues:  Ascendo's AI-powered engine automatically analyzes your customer data, identifying emerging issues and trends that you might have missed.   Eliminate manual tasks:  Say goodbye to the days of manually  categorizing customer issues.  Ascendo does it all for you, saving you valuable time and resources.   Gain actionable insights:  Ascendo provides clear, actionable insights into your customer data, helping you to understand your customers better and make data-driven decisions.   Optimize your support operations:  Ascendo helps you to identify areas for improvement and refine your support operations for maximum efficiency.   Ascendo: Your Customer Support Superhero   Imagine having a secret weapon to tackle customer support challenges effortlessly. Well, Ascendo VOC is just that! It's like your  personal AI assistant ,  ready to streamline your workflow and help you solve problems faster and better.   Tired of manually categorizing issues?  Ascendo uses advanced algorithms to do it for you, automatically organizing your support tickets  based on their key themes. This means less time spent on tedious tasks and more time focusing on what matters most: delivering exceptional customer service.   Feeling overwhelmed by mountains of data? Ascendo presents everything in a clear, user-friendly interface. You can easily explore different interaction patterns and understand customer sentiment, giving you the complete picture, you need to make informed decisions.   Need a quick overview of a specific issue? Ascendo's AI-powered summaries are here to help. Get concise, user-friendly summaries that capture the essence of each problem, allowing you to quickly grasp the situation before diving into the details.   Worried about missing duplicate issues or hidden trends?  Ascendo's AI engine is smarter than that! It recognizes different ways customers express the same problem and accurately categorizes them based on shared characteristics. Plus, it analyzes your CRM backlog  and presents valuable insights through charts and graphs, eliminating the need for complex data analysis.   Ascendo: Your Customer Support Hero With Ascendo, you can:   Save time and effort : Automate tedious tasks and focus on what matters most.   Gain deeper customer insights : Understand customer sentiment and identify recurring issues.   Make informed decisions : Get a clear picture of your support operation with insightful data.   Improve customer satisfaction :  Resolve problems faster and deliver exceptional support.   Uncovering Trends with AI-Powered Insights   Ascendo VOC utilizes AI to unveil customer interaction trends by analyzing extensive datasets, identifying patterns, and correlations, and predicting emerging issues. This proactive approach  enables businesses to make informed, real-time decisions based on customer feedback.     In conclusion, Ascendo Voice of the Customer enhances products, streamlines customer service, and fuels overall business growth. By embracing AI insights and actively listening to feedback, it facilitates data-driven changes, transforming challenges into opportunities. Say farewell to manual tasks and welcome precise issue categorization, user-friendly summaries, and data-driven insights with Ascendo-VOC—an instrumental key to redefining success in the dynamic business landscape.   Learn more: Empowering the Future of Work With Customer Support: Innovative and Key Features Voice of the Customer

There were  517M records breached  just in November 2023.  There have been over 2.6B data breaches  in the last 2 years! It is more important than ever to take every precaution to keep user data safe. One way that a company can ensure that they keep data safe is by undergoing SOC 2 Certification .  In the fast-paced world of B2B SaaS (Software as a Service), Ascendo.ai stands out not just for its innovative solutions but also for its unwavering commitment to SOC 2 (Service Organization Control 2) compliance.  Why do we take SOC 2 seriously? What does SOC 2 stand for?   SOC 2 stands for “Service Organization Control 2.”    It is a framework for managing and securing sensitive data that is relevant to technology and cloud computing organizations. Developed by the American Institute of Certified Public Accountants (AICPA), SOC 2 focuses on the security, availability, processing integrity, confidentiality, and privacy of customer data. Companies that handle sensitive client information, such as those in the SaaS (Software as a Service) industry, often undergo SOC 2 compliance audits to demonstrate their commitment to data security and privacy. The certification process involves an audit by a third party to verify that a company is meeting SOC guidelines.  Why is SOC 2 Certification Important?   SOC 2 Certification is vital because it holds businesses to a standard that protects consumer data. It allows the consumer to have peace of mind knowing that a company is vetted and approved, with data.   SOC Certification is essential for companies that store data in the cloud and those that offer SaaS (Software-as-a-Service) subscriptions. Companies that handle healthcare information fall under patient-protection laws and HIPAA (Health Insurance Portability and Accountability), so having SOC 2 certification and compliance is a good step for them to show they are protecting patients’ information such as when offering medical insurance verification services.   SOC 2 Certification is not required, but it is a way of communicating the degree of care a company takes to the consumer. High-profile data breaches  are in the news all the time, and it seems more accessible than ever for criminals to compromise confidential data.  Companies should test all web applications and software to ensure they stand up to hacking, Denial of Service (DOS) attacks, and any other attempts that compromise customer information. When a company does have a data breach, it lowers public opinion of them, and users can experience identity theft. That could ruin their credit or lose them their retirement savings!  It is up to companies who use this data to conduct business to protect their users. A SOC 2 certification can go a long way to building user confidence.  SOC 2 Trust Services Criteria   To pass the SOC 2 audit  process, a third party evaluates a company’s system on five SOC 2 Trust Services Criteria including:  Security   Availability  Processing Integrity  Confidentiality  Privacy   Let us delve into why Ascendo.ai takes SOC 2 seriously and how this commitment is instrumental in enhancing data security, fostering customer trust, and positioning the company as a reliable industry leader.  SOC 2 Trust Service Criteria Customer-Centric Approach   Ascendo.ai places its customers at the forefront of its priorities. Recognizing that trust is the foundation of any successful partnership, Ascendo.ai has embraced SOC 2 compliance  to assure clients that their data is handled with the highest level of security and confidentiality.  Proactive Data Security Measures   Taking SOC 2 seriously is not just a compliance checkbox for Ascendo.ai ; it is a proactive stance toward ensuring the utmost security of client information. The company has invested in robust internal controls and advanced security measures to identify and address potential vulnerabilities, minimizing the risk of data breaches.  Leadership in Data Protection Ascendo.ai sees SOC 2 compliance as an opportunity to lead in the realm of data protection. By voluntarily adhering to these stringent standards, the company sets a precedent in the industry, displaying its commitment to maintaining the highest levels of security and privacy for its clients.  Customer Education and Transparency SOC 2 compliance is not just a behind-the-scenes effort for Ascendo.ai ; the company actively educates its customers on the significance of this commitment. By fostering transparency and open communication, Ascendo.ai ensures that clients are not only aware of the measures in place but also feel empowered in their choice of a SaaS partner.  Continuous Improvement and Adaptation Ascendo.ai ’s dedication to SOC 2 compliance goes beyond a one-time effort. The company views it as a continuous journey of improvement and adaptation. By staying abreast of evolving security threats and compliance requirements, Ascendo.ai ensures that its data protection measures remain at the forefront of industry standards.  Strategic Business Advantages   For Ascendo.ai , taking SOC 2 seriously is not just about compliance; it is a strategic advantage. The company recognizes that in an era where clients prioritize secure partnerships, being SOC 2 compliant positions Ascendo.ai as a trusted and reliable choice for businesses seeking advanced SaaS solutions.  Proofing for Global Audience Ascendo.ai has global users in over 61 countries. Its commitment to SOC 2 compliance becomes a key enabler. Many international markets and enterprise clients demand adherence to SOC 2 standards, and Ascendo’s proactive stance ensures seamless integration and partnerships on a global scale.  Conclusion Ascendo’s dedication to SOC 2 compliance is not merely a requirement; it is a testament to the company’s commitment to client trust, data security , and industry leadership. By taking SOC 2 seriously, Ascendo.ai not only safeguards its clients’ sensitive information but also solidifies its position as a forward-thinking and reliable partner in the dynamic landscape of B2B SaaS.  Learn More Ascendo Announces SOC 2 Certification How to Scale Support to a Large Number of Customers?

Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and operational efficiency, the terms " Chatbot " and " Conversational AI " are often used. However, while they share similarities, they represent different levels of technological sophistication and capabilities. Understanding these differences is crucial for organisations looking to implement the right solution for their needs. What is a Chatbot?  A chatbot is a rule-based system designed to interact with agents through pre-defined scripts. It can handle straightforward tasks such as answering FAQs or guiding agents through specific processes. These bots operate within a narrow scope and are limited by the commands they’ve been programmed to recognize. For instance, Amazon Lex uses natural language models but is still typically deployed as a traditional chatbot in many applications, limited to specific, rule-based tasks.  What is Conversational AI?  Conversational AI , on the other hand, represents the evolution of chatbot technology, incorporating advanced machine learning and natural language processing ( NLP ) to enable more dynamic and contextual interactions. Unlike simple chatbots, the  Conversational AI  of Ascendo.AI  can understand and respond to open-ended questions, learn from previous interactions, and provide more personalised experiences. This allows for more natural and human-like conversations, as seen in platforms like Google's Conversational AI, which powers virtual assistants to engage with users across multiple channels.  Key Differences  1. Complexity and Flexibility : While ChatBots follow a strict set of rules, Conversational AI  adapts to user inputs, making it more flexible in handling diverse queries. This flexibility is achieved through NLP and machine learning, enabling the AI to refine its responses over time.    2. User Experience : Chatbots are often limited to providing specific information based on user prompts, which can sometimes lead to frustrating experiences if the bot fails to understand the request. On the other hand, Conversational AI can manage more complex interactions, improving customer satisfaction by providing relevant responses and insights even in tough scenarios.     3. Scalability and Efficiency : Both chatbots and conversational AI  offer scalability, but conversational AI has the edge in handling high volumes of interactions simultaneously while maintaining a high level of accuracy and relevance. This makes conversational AI  ideal for businesses looking to automate complex customer service  tasks without compromising on quality.     4. Application and Use Cases : Simple chatbots are best suited for tasks like answering FAQs, booking appointments, or guiding users through basic processes. In contrast, conversational AI  can be deployed in a wider range of applications, from personalized customer support  to sales and marketing automation, as well as complex data analysis tasks.     Choosing the Right Solution  When deciding between a chatbot and conversational AI , consider the specific needs of your business:     -  For Basic Interactions : If your primary goal is to automate routine tasks like answering common questions, a chatbot might suffice. Some other tools can be configured for these purposes with minimal setup.     - For Complex and Dynamic Interactions : If your business requires a more nuanced approach to customer interactions, conversational AI  is the better choice. It offers the flexibility and learning capabilities necessary to handle a broader range of queries and provide personalised responses.    ChatBot vs Conversational AI Result for Chatbot vs Conversational AI  In the battle of Chatbot vs conversational AI, Chatbot gives a success rate of 60% whereas Conversational AI gives a 90% success rate. As conversational AI  continues to evolve, businesses that invest in this technology are likely to gain a competitive edge by offering superior customer experiences  and optimising their operations.    For more information on conversational AI technology for the support teams, visit Ascendo.AI Learn more: The Future of Customer Service: Generative AI CRM Copilots Tips to transition from Self-Assign to Automatic Assignment

Automated self-service approaches are a set of techniques that allow people to solve problems on their own without having to ask for help. They're often used in situations where asking for help would be too difficult or embarrassing. It's increasingly hard to find retail shops, restaurants, and public spaces that don't utilize self-service technologies in some form. Everybody wants things done quickly and without concern for the process. Likewise, to enhance customer service and cut expenses, organizations are increasingly introducing automated self-service technologies (SST). Besides, if you are still not convinced that self-service is the best way to be served, many companies are adopting the combination of human-machine. That way, they satisfy both needs: speed and personalized service. Let's take a look at how self-service technologies are being employed in different sectors. 1. Travel SST in the tourism and hospitality industry allows for a better customer experience. Airports Common Use Self Service kiosk at an airport in India The airport can be a hectic and crowded environment, with long queues and waiting periods. SST enables airports to replace flight check-in, baggage check-in, and airport parking with automated machines, thereby improving the overall experience of air travel. From the customer's perspective, SST shortens the time it takes to complete formalities and provides flexibility. Hotels At hotels, self-service kiosks give customers a convenient check-in option, especially at late hours. Guests can use contactless technology for various purposes such as checking in and out, updating preferences, room service, and payment. Tourist Places Floor plan provided by an American museum to guide its visitors In the age of COVID, it is more important than ever to employ self-service stations in tourist spots as they keep the public safe by limiting the spread of viruses and other germs. SST also assists tourists in ticketing, navigation, and providing information on exhibits. Parking Kiosks They are compact devices that help motorists obtain parking tickets for parking their vehicles in a parking lot for a certain period. Sometimes, people don’t park their cars in an organized manner and end up occupying so much space. By enforcing smart parking systems such as CCTVs and parking kiosks, the parking lot can be used to its optimum level. Motorists also have a variety of payment options. With SST, the old parking systems' difficulties are gone for customers. 2. Banking Traditional banking structure is rigid and not customer-centric. Previously, opening an account took many days and numerous paperwork. People who travel abroad often could not control their finances easily. Even today, banks are accessible only during a certain time. Customers demanded flexibility in banking. The advent of self-service technology thus drastically improved customer experience. Now, customers can manage their finances at all times without having to visit a branch by using self-service channels like ATMs, mobile banking, banking apps, and internet banking. Automated self-service options have made processes- monitoring account balances and statements, transferring funds, paying bills, and making purchases- quicker and hassle-free. People don't have to worry about long waiting periods, thanks to multiple payment methods and 24/7 access to services. 3. Healthcare Be it at a hospital or a doctor’s office, SST can improve in-person visits. Patients expect their healthcare experience to be fast and flexible, as other industries are already offering this type of service to customers. Digital technology has given birth to all-in-one platforms that automate the complete medical check-in procedure. Collecting and integrating patients' data is a huge benefit. This means that patients' data will be available to doctors, hospitals, insurance companies, and other medical institutions. In addition to providing a seamless experience for the customer, this process also greatly enhances patient and preventative care. 4. Retail SST in retail spaces has become a part of our daily lives rather than a new feature. Supermarkets Self-checkout machine at a supermarket Shoppers can now scan and check out their purchases without assistance, thanks to self-checkouts. The number one customer pain point, as per Capgemini's Smart Stores report , is having to wait in lengthy lines when it comes to billing. However, through SST, customers enjoy a finer in-store experience and a swift checkout process. Fast Food Chains Customers placing orders on their own at McDonald's Customers don't like to wait around when they visit fast food restaurants in particular. With the help of SST, customers can place orders and pay their bills in a single transaction. Getting the order correct is a metric for customer satisfaction. Self-ordering increases order accuracy. It directly sends the order to the kitchen, expediting the overall process. Vending Machines Automated devices known as vending machines distribute goods like refreshments, snacks, lottery tickets, and other items. By doing away with the requirement for a physical checkout, these stores also have the advantage of being open around the clock and giving customers the quick, easy shopping experience they've grown accustomed to. Self-Service Gas Stations Where customers serve themselves, paying before they pump gas into their vehicles. Self-service gas stations are usually cheaper than full-service ones, and customers can save time by not having to wait for an attendant. This is however a contentious technology as fear of fires and explosions has led some places to ban self-service gas stations. 5. Government Government-run institutions are becoming more customer-friendly by employing self-service technologies. DMV DMVs are changing the perception of who they are by providing a good customer experience with the use of SST. To reduce the queues and therefore wait times and also to save money, kiosks are set up in DMV offices and off-site locations. These kiosks provide various services including license renewal, duplicate printing, as well as registration renewal and printing for cars, trailers, and boats. Some DMVs are collaborating with the judicial system so that court-ordered fines can be paid via self-service kiosks too. They not only give customers a better experience by removing the dreaded wait, but they are also providing them with the ability to do things other than those unique to the DMV. Post Office A digital kiosk at a post office Customers want same-day delivery, real-time tracking of their packages, and the ability to redirect deliveries that are already in flight. To keep up with these demands, post offices must adopt digital technology. Self-service enables post offices to be more agile and responsive, while also allowing for the establishment of new services at a cheaper cost. Post offices with greater accessibility have greater revenue potential and can satisfy their customers while focusing their staff on the most valuable or complicated customer transactions. Customer Automated Self-Service: What Is It & How To Do It Right? Customer automated self-service is the process in which a business gives its customers the ability to find solutions on their own without having to wait for a support representative or another team member. Resolving common customer issues should be automated. This way, your support agents will have time to tackle complex problems. Build your self-service tools based on your customers' issues to gain maximum benefits. In the rare scenarios, automated self-service goes wrong, do let customers know that you've made a mistake and apologize for it. This type of communication works because it shows that you care about making things right with the customer. Track the performance of your SST through various metrics such as Customer Satisfaction Score (CSAT), Customer Effort Score (CES), ticket resolution rate, and the number of unresolved tickets. The data will provide insights for further optimization. Build A Best-In-Class Customer Self-Service Experience Ascendo helps companies offer proactive support with the power of artificial intelligence. Based on customers' queries, Ascendo's AI bot provides intelligent predictions and guides toward resolution easily. Ascendo is available directly on channels like Slack and WhatsApp to assist support teams in handling customer issues, making the process more interactive, more accessible, and faster. All interactions with customers are recorded and used as a knowledge base to understand the trends of customer concerns over time. When an agent handoff occurs, the agent is not only aware of the previous solutions the customer has tried, but also has access to more predictions due to extensive data access. Ascendo empowers support agents with AI Search, a feature that consolidates knowledge from multiple data sources to provide solutions in one platform. Customer support teams can easily add this smart search to their work environment and use it to solve issues efficiently. If you are interested in improving your support operations, contact us.

As we stand on the brink of a transformative era in technical support, it's clear that the integration of artificial intelligence (AI) is not just a trend—it's a necessity. A recent article  by Gyana Swain highlights Gartner’s predictions  for AI’s role in reshaping customer service across Fortune 500 companies. B y 2028, 30% of Fortune 500 companies  are expected to adopt AI-only service channels, fundamentally reshaping how businesses engage with their customers. This evolution presents a unique opportunity for organizations to rethink their support strategies and embrace the power of AI-driven solutions.  From Multichannel to AI-Only: The Next Frontier in Customer Engagement The Shift to AI-Only Service Channels   The shift towards AI-powered service channels is driven by the growing complexity of customer interactions and the need for efficiency. Traditional multichannel approaches often lead to fragmented experiences that can frustrate customers and diminish loyalty. By consolidating these interactions into a single AI-enabled platform, companies can create seamless transitions between voice, chat, and video communication. This streamlined approach not only enhances user experience but also reduces operational costs—a win-win scenario for businesses aiming to thrive in a competitive landscape.     As generative AI  continues to mature , its potential to facilitate effortless voice interactions is becoming increasingly evident. Patrick Quinlan, Senior Director Analyst at Gartner, emphasizes that as customers become more accustomed to intuitive AI interactions, businesses must adapt their technologies accordingly. If customers can easily obtain solutions through their devices, organizations must ensure their customer-facing technologies remain relevant and effective.     The Role of AI Agents and Teammates   At Ascendo AI, we recognize the pivotal role that AI agents and teammates play in enhancing technical support efficiency. Our agentic AI platform is designed not just to automate tasks but to collaborate with human agents, providing them with real-time insights and predictive analytics that enhance decision-making. This collaborative dynamic allows human agents to focus on complex issues while AI handles routine inquiries—resulting in faster resolutions and improved customer satisfaction.     However, this transition does not come without challenges. As highlighted in Gartner's report, the rapid adoption of AI also raises concerns about security and fraud. With predictions of a 300% increase in fraud attempts  by 2027, organizations must prioritize robust security measures alongside their AI implementations. It’s essential for CIOs and business leaders to design systems that not only reduce customer effort but also protect against potential threats.     Embracing Change for Future Success   The future of technical support lies in embracing AI as a core component of service strategies. Organizations that successfully navigate this landscape will redefine customer engagement for the digital age. As Bhanushee Malhotra from Everest Group points out, companies must continuously assess their operations based on real challenges along key customer journeys. This proactive approach will enable businesses to stay ahead of the curve and maintain a competitive edge.     At Ascendo AI, we believe in empowering our partners to harness the full potential of AI in their technical support strategies. By leveraging our innovative platform, businesses can transform their support operations into efficient, reliable systems that enhance customer experiences  while safeguarding against risks.     As we look ahead, it’s clear that the integration of AI  in technical support is not merely an option—it’s an imperative for those who wish to thrive in an increasingly digital world. We encourage you to explore how Ascendo AI can help you navigate this exciting transformation and position your organization as a leader in AI-driven customer service.     In conclusion, the move from multichannel to AI-only service channels is not just about adopting new technologies; it’s about embracing a collaborative future where human expertise and artificial intelligence work hand-in-hand to elevate customer experiences. At Ascendo AI, we are committed to empowering businesses on this journey towards innovation and excellence in customer support. Explore how our solutions can transform your support strategies today—because the future of customer engagement is here, and it’s powered by AI.  Learn More: The Future of Technical Support: Collaboration Between AI and Humans Slow and Steady: Why AI in Technical Support is Poised for Transformation in 2025

In today's fast-paced business landscape, efficient customer support can make or break a company's reputation. Complex support cases, outdated information sources, and the challenges of remote work can often result in frustrated customers and overwhelmed support teams . However, a game-changing solution is appearing in the form of Ascendo AI, a powerful self-learning engine, seamlessly integrated with SAP Service Cloud . The Challenge: Complex Customer Support Complex customer support cases have long been a thorn in the side of businesses. The need for quick and exact resolutions often leads to a cycle of escalating calls, waiting times, and incomplete answers. An aging workforce and the rise of hybrid work environments only worsen the problem. Knowledgeable experts leave the company, and the information nexus shifts further from effective solutions. The Solution: Ascendo AI Ascendo AI , a co-pilot for technical support teams that transforms the support landscape. Ascendo leverages AI to extract meaning from every interaction, guiding users through step-by-step problem-solving processes and delivering effective generative AI solutions. It offers real-time, predictive guidance that eliminates the need for consulting multiple sources or transferring tickets. Engineers receive highly accurate game plans with over 90% accuracy. The Power of Ascendo AI Knowledge Intelligence: Ascendo AI harnesses the power of knowledge intelligence to provide precise predictive guidance in real-time. This minimizes the need for juggling multiple systems or external assistance. The AI distills information from diverse sources, transforming it into specific actionable steps tailored to each customer's unique needs. Debug Engine Ascendo AI acts as a robust debug engine, specializing in predicting root causes for even the most unique issues. It goes beyond surface-level identification, delving down to the level of individual parts. Additionally, the AI suggests the optimal technician for a given problem, streamlining the entire support process for efficiency and effectiveness. Generative AI Ascendo AI employs generative AI to offer comprehensive insights that extend beyond mere symptoms and resolutions. This advanced system predicts a comprehensive range of pertinent details crucial for precise issue handling. From forecasting Customer Satisfaction (CSAT) to evaluating customer effort and performing sentiment analysis , Ascendo ensures accurate and holistic issue resolution. Predictive Actions: Ascendo AI continually learns from interactions, giving it the capacity to recognize emerging trends and provide actionable insights for service enhancement. As time progresses, the AI-driven recommendations evolve, becoming increasingly refined and effective in providing guidance for optimal support strategies. Seamless Integration with SAP Service Cloud Ascendo seamlessly integrates with SAP Service Cloud , leveraging information from various platforms, including SAP, Confluence, Slack, JIRA, PDFs, and more. Through a single sign-on capability, issues are effortlessly transferred to Ascendo for precise solutions. The Journey Unfolded · Problem Identification: Ascendo analyzes past solutions and sources to identify the most suitable resolutions. Top solutions, complete with views and ratings, rise to the surface. · Guided Solutions: Based on the likelihood of specific categories and subcategories, Ascendo generates guidance for the issue at hand. · Generative AI Solutions: Ascendo creates generative AI solutions tailored to the problem. Agents can preview and send these solutions to customers via email. The Promise of Ascendo AI Ascendo transforms customer support by offering accurate, efficient, and innovative solutions that empower support teams and enhance customer experiences. With the ability to integrate seamlessly into SAP Service Cloud and access data from various sources, Ascendo becomes a reliable tool in the hands of support professionals. In conclusion, Ascendo AI represents a significant advancement in the field of customer support, addressing the challenges posed by complex cases, remote work, and outdated information. Its ability to extract insights from interactions and provide tailored, AI-driven solutions revolutionizes the way support teams engage with customers, leading to improved customer satisfaction and business success. Learn more, Future of Work in Customer Support With AI Ways To Improve Customer Services With AI

If you think Technical Support is complex today, buckle up. Ricardo Saltz Gulko, in his recent article " CX 2025: The AI Revolution That Will Leave Your Business Behind ," paints a vivid picture of a near future where customer experience (CX) strategies undergo a seismic transformation. As a leading innovator in AI-driven solutions, Ascendo AI couldn’t agree more. We see this not as a challenge but as an opportunity to harness the transformative power of AI to redefine technical support efficiency—and ultimately, customer satisfaction.  In Gulko’s analysis, key trends such as hyper-personalization, predictive care, and autonomous workflows emerge as the cornerstones of tomorrow’s CX. Let’s dive deeper into how AI agents and AI teammates will play a critical role in achieving these outcomes.  From Support Agents to AI Teammates: Redefining Roles   At Ascendo AI, we believe in the power of collaboration—not just between humans, but between humans and AI. Autonomous AI agents, as Gulko highlighted, are no longer mere chatbots confined to scripted responses. They are evolving into true teammates, equipped with natural language processing (NLP) and machine learning to handle complex, decision-based tasks. This shift isn’t just about answering queries faster; it’s about transforming the dynamics of technical support.  For example, our platform empowers AI agents to preemptively analyze customer issues, leveraging historical data and real-time sentiment analysis to deliver targeted solutions before problems escalate. This proactive approach not only resolves issues faster but also strengthens customer trust—a critical element in an increasingly competitive market.  The Efficiency Equation: Automation + Empathy   Efficiency doesn’t mean cutting corners; it means making every moment count. AI teammates excel in managing routine and repetitive tasks, allowing human agents to focus on high-value interactions that require empathy and emotional intelligence. Gulko’s reference to Salesforce’s Agent-Force platform—which automates up to 70% of routine tasks—underscores the potential for AI to free up human agents to deliver truly exceptional experiences.  Our approach at Ascendo AI takes this a step further. By integrating sentiment analysis and real-time workload distribution, our AI teammates ensure every customer interaction is seamless and context-aware. Whether it’s routing queries to the right human expert or resolving them autonomously, the goal remains the same: frictionless support that enhances both efficiency and customer satisfaction.  Predictive Support: From Reactive to Proactive   As Gulko noted, the future of CX lies in moving from reactive to predictive models. AI teammates are uniquely positioned to lead this charge. By analyzing patterns in customer behaviors and usage data, they can anticipate issues before they arise—reducing churn and increasing retention.  For instance, in the telecommunications sector, predictive AI has already demonstrated its ability to preemptively address service disruptions. At Ascendo AI, we’re bringing this capability to technical support. Imagine an AI teammate flagging potential software incompatibilities or system vulnerabilities before they impact the customer. This isn’t just support—it’s partnership.  End-to-End AI Workflows: The Connected Experience   Gulko’s insights about AI’s role in creating connected workflows align closely with our vision at Ascendo AI. Isolated tools are no longer enough; today’s businesses need integrated systems that bridge gaps across customer touchpoints. Our AI teammates act as a unifying force, seamlessly connecting technical support, performance management, and customer feedback loops.  For example, in a typical support scenario, an AI teammate can:  Identify recurring issues through pattern recognition.  Provide agents with contextual insights for faster resolution.  Collect post-resolution feedback to refine future interactions.  This holistic approach ensures consistency, reliability, and continuous improvement—core values we share with our clients.  Overcoming Challenges Together   While the potential of AI in CX is immense, Gulko rightly points out the hurdles: data quality, ethical considerations, talent gaps, and integration costs. These challenges aren’t insurmountable—they’re opportunities to innovate. At Ascendo AI, we’re committed to helping businesses navigate these complexities with solutions that prioritize data integrity, transparency, and ROI-driven outcomes.  The Bottom Line: Embrace the Revolution   The AI revolution in CX is not a distant dream; it’s happening now. As we approach 2025, businesses that embrace AI teammates and integrated workflows will lead the charge in delivering exceptional Technical Support. Those who don’t risk falling behind.  At Ascendo AI, we’re not just observers of this transformation—we’re enablers. Join us in redefining what’s possible in technical support. Together, let’s build a future where AI teammates don’t just improve efficiency—they elevate the entire customer experience.  Want to explore how our AI platform can transform your support strategy? Let’s talk. The future of CX is here, and we’re ready to help you lead the way.  Learn More: AI Agents, AI Teammates, and Transformation: Insights for 2025 and Beyond 2024: A Breakthrough Year for AI in Technical Support

In the rapidly evolving landscape of technical support, the integration of artificial intelligence (AI) has emerged as a transformative force. At Ascendo AI, we recognize that the future of customer engagement hinges on our ability to harness advanced technologies to create more efficient, personalized, and reliable support experiences. As we delve into the capabilities of AI in customer support, it’s essential to understand how these innovations can not only enhance operational efficiency but also foster deeper connections with customers.  In the ever-evolving world of customer support, the conversation is no longer about whether to embrace AI—it’s about how to do it in a way that delivers real, measurable value. At Ascendo AI , we’re firm believers that the future of technical support lies in empowering businesses with AI Agents that go beyond automation to act as true teammates.  The key to unlocking this potential? Proprietary Data. The Power of Proprietary Data   In an age where differentiation is crucial, proprietary data serves as a vital asset for businesses. By leveraging unique insights derived from internal data—such as customer behavior patterns and feedback—organizations can gain a competitive edge.  Unlocking the Power of Proprietary Data: AI Agents as Game-Changers in Technical Support The article published on CIO  highlighted a fascinating trend – the rise of Large Language Models (LLMs) trained on a company's proprietary data . This isn't just about having a mountain of information; it's about harnessing the power of specific, high-quality data  unique to your business.   This data acts as a protective moat , enabling companies to tailor their services and responses in ways that generic data simply cannot match. At Ascendo AI, we believe that when businesses utilize their proprietary data effectively, they unlock a wealth of opportunities for growth and customer satisfaction.  Quality Over Quantity   The mantra of “better data beats more data” resonates deeply within our approach to AI-driven customer support. While having access to vast amounts of data is beneficial, the quality of that data is paramount. Poor-quality inputs can derail even the most well-intentioned AI initiatives, leading to failure in project outcomes. Therefore, organizations must prioritize meticulous data preparation—removing duplicates, filling gaps, and ensuring that information is structured appropriately for its intended use. By focusing on high-quality data, Ascendo AI empowers businesses to derive accurate insights that drive informed decision-making.  Data as the Secret Ingredient   Every company has it: the treasure trove of insights hidden in customer feedback, support logs, product documentation, and operational workflows. But here’s the kicker—many organizations don’t fully realize the power of this data. It’s not just a byproduct of doing business; it’s a competitive asset waiting to be harnessed.  When proprietary data is infused into AI models, the results are transformative. AI Agents can move from being reactive—answering generic FAQs—to proactive teammates capable of solving complex issues, personalizing customer interactions, and offering predictive insights that anticipate needs before they arise.  Real-World Impact   Several leading companies exemplify the successful integration of AI  into their operations:  Morgan Stanley  trained GPT-4 using 100,000 internal documents to assist financial advisers, ensuring domain-specific expertise.  Boston Consulting Group (BCG) employs iterative fine-tuning of LLMs based on user feedback to enhance insights for clients.  ScottsMiracle-Gro  developed a gardening assistant using internal product catalogs, improving customer engagement and sales.  Volkswagen of America launched an AI assistant trained in vehicle manuals, enhancing user satisfaction and brand loyalty.  The Role of AI Agents in Technical Support   At Ascendo AI, we see AI Agents as collaborative partners—not just software. Think of them as teammates who never sleep, don’t forget details, and continuously learn from every interaction. Here’s what makes our AI teammates stand out:  Problem-Solving Proficiency : By fine-tuning AI models with your company’s unique data, our agents deliver hyper-relevant solutions that match the complexity of technical issues.  Personalized Interactions : Equipped with knowledge drawn from proprietary data, AI teammates understand individual customer contexts, providing responses that feel less like a script and more like a conversation.  Efficiency Without Compromise : AI Agents reduce repetitive tasks for human teams, enabling them to focus on high-value customer interactions. Meanwhile, customers get faster, more accurate resolutions—a win-win for efficiency and experience.  Scalable Expertise : Imagine every support ticket benefitting from the collective knowledge of your entire team. That’s what AI Agents bring to the table, learning from every interaction and scaling expertise effortlessly.  From Data to Insights: Building a Future-Ready Support Team   The journey starts with data. But as  Gartner points out , quality trumps quantity every time. Preparing data to fuel AI Agents—cleaning it, structuring it, and ensuring it aligns with specific objectives —is crucial. That’s where Ascendo AI comes in. We help businesses transform raw information into actionable insights that power AI teammates capable of reshaping support strategies.  Your Opportunity to Lead   We’re seeing a paradigm shift where technical support isn’t just about fixing problems—it’s about building relationships, enhancing experiences, and driving loyalty. AI Teammates and AI Agents are at the heart of this transformation, helping teams work smarter and customers feel genuinely cared for.  The question is, are you ready to lead the charge?   At Ascendo AI, we’re here to help you explore what’s possible. Whether you’re looking to streamline support, improve resolution times, or elevate customer satisfaction, our AI-powered platform is built to meet your unique needs. Let’s reimagine customer support together—where AI Agents and humans work hand-in-hand to create something greater than the sum of their parts.  Learn More: Navigating the Integration of Large Language Models (LLMs) in Enterprise: A Comprehensive Guide What sets Ascendo Apart?