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Get started to learn from every customer interaction throughout this journey Read Now Chat GPT Ascendo has compiled some of the best examples and information regarding ChatGPT's usage from the experience shared by its users. We have gathered excellent examples of in-depth material, including articles, videos, and other resources categorized by particular user types. ​ Any conversation can be improved and made more interesting with the help of instructions. For instance, instructions can be used to outline the appropriate language to use, the tone of the talk, and the subjects that should be covered.The best use of ChatGPT requires knowledgeable prompts. Download now Chat GPT To use ChatGPT effectively, prompts are essential since they set the tone and structure for the conversation. ChatGPT can create more profound and interesting conversations when given the correct prompts. Prompts can be anything from commands to questions to requests for more information. Ready to learn more? Contact Us

Ascendo AI FSM Copilot

Escalation Management Guide For Proactive Support Teams Every customer support team member is on a constant quest to satisfy every interaction with the customer to the fullest extent. They are on a constant lookout to try and minimize conflicts so it doesn't escalate. They keep an eye on something / anything that leaves customers agitated or frustrated. But escalations do happen. Some interactions do leave customers agitated or frustrated. It is a necessary byproduct to find unique feedback and perspectives and use it to improve improve the Support Experience. Here are the most important things to know about customer escalation management in day-to-day customer support. This whitepaper will go through the deeper aspects of Escalation management: What is Customer Escalation? Common Reasons For Escalations Types of Escalation Escalation Management Playbook Proactive Escalation Management A Brief Overview of Ascendo AI Think different in order to change the rules. By definition, if you don’t change the rules you aren’t a revolutionary, and if you don’t think different, you won’t change the rules. Download the full whitepaper to read more on this... More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Auto Categorization at Ascendo In Modern Support Experience, one of the greatest challenges that industries face is to identify the Root Cause and Symptoms of the high volume of issues coming in at an incredible velocity. With the gathered data from multiple data sources and immensely varied information, it gets harder to identify and establish the latent causes for problems. Ascendo brings to you one of its most utilized and successful components, Auto Categorization, which is built on state-of-the-art Natural Language Processing techniques and Deep Learning algorithms. Understanding the Problem: Data in the real world is very convoluted and keeps evolving with time. As products and tools continue to improve, the number of issues and types of issues also increase. These issues keep changing with product changes and can evolve into something similar to what was faced before or extremely unique to how the product has evolved. Almost every industry today suffers from exponential growth in issues. The complexity of issues keeps raising the graph of data points. This pattern hardly stabilizes with growth in product stack and integrations. Currently, support agents tend to spend more than 50% of their time evaluating the problems, let alone finding the right solutions. Historical information needs to be crystal clear to understand the data based on past information. Making past data expertly classified and immaculately accurate is a task that is extremely time-consuming and strenuous. It is not difficult just because of the enormity of the data, but also due to inconsistencies in human thinking. When issues are being described by the end customers, people describe problems in their own ways without adding any context to the components of those problems. Moreover, agents and other experts could think of multiple solutions, causes, and symptoms for the same problems which increases the complexity of normalizing your data, therefore introducing multiple ways to understand the same type of data points. The standard way of solving this problem is to make use of expert knowledge. This method introduces multiple points of consideration, making the available solution hard to be implemented: Thousands of historical data points are needed. Each data point needs to be filled in with expert knowledge and accurately defined. Even for a small support team, about 17.5 hours per week is spent manually classifying problems. Multiple people talk about the same issue differently! The list of problems keeps expanding as the product expands Possibility of multiple unknown issues Mapping new problems with the existing list of problems causes inaccurate classes of category assignment Inaccurate learning Manual work hurts getting the Voice of the customer feedback into the product in a timely manner Not understanding issues in real time is an impediment to providing proactive support. Ascendo Recommendation Engine: Ascendo aims to make the support experience as easy as possible for its customers. The solution has to be simple, smart, efficient, fully integrated with data sources, and most importantly requires little effort and time for users. The solution also has to bring expert knowledge into learning and has to be a continuous learning engine. The feedback loop could simply confirm and enhance automatically created root causes that groups multiple problems into their own bucket. Download the full whitepaper to read more on this. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Augmented Agent In modern customer support, Agents want to have a more satisfying experience where they’re more productive, efficient, and capable in their role. Tracking down minute details of ever-evolving issues and finding relevant solutions take a significant amount of effort and time, which agents want to avoid. At the same time, because now the agents would have access to relevant knowledge, contextual information and intelligent workflows, supporting customers will turn out to be more efficient. A smart agent augmented with AI, will have the wisdom of resolving issues faster, reduce escalations, know the customers better and provide the best overall support to them in a short amount of time. Augmented Agent is a part of Ascendo’s intelligent system wherein he is guided towards relevant solutions that get predicted based on contextual analysis of problems and get to observe customer insights which further helps him in the decision-making process and performing required actions. Moreover, Intelligent routing augments the agent experience by ensuring that team members don’t have to constantly pass clients over to other staff members to find someone who can properly support the customer in question. On the other hand, Ascendo can also direct problems to be assigned to expert technicians or agents who have worked on similar issues in the past. Download the full Whitepaper to read more on this. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Support With AI Search In a full support operations platform, the journey starts from the casual information exchange to self-service. In a way, this is the first step in the customer support journey and drives further levels of deeper engagement as the journey continues. Often, this is an afterthought and the focus is only on chatbots. To avoid early escalations and ensure a smooth support experience, it is vital to get familiar with the initial stage early on in the journey. At Ascendo, we want to learn from every customer interaction throughout this journey. We bring to you one of our most useful and advanced components, AI Search. For Ascendo, AI Search is a cognitive way to interact as compared to the conversational way of interactions using chatbots, which is equally important to the latter. We offer this choice to our customers and do believe that support experience encompasses providing customers choices so they can interact in any way they choose. Understanding the Problem: Data in the real world is very convoluted and keeps evolving with time. As products and tools continue to improve, the number of issues and types of issues also increase. These issues keep changing with product changes and can evolve into something similar to what was faced before or extremely unique to how the product has evolved. Almost every industry today suffers from exponential growth in issues. The complexity of issues keeps raising the graph of data points. This pattern hardly stabilizes with growth in product stack and integrations. Currently, support agents tend to spend more than 50% of their time evaluating the problems, let alone finding the right solutions. Solutions can be generated from various data sources that spread around the business. The origin of these solutions can also be very different. This leads to the first major challenge in the support industry, that is, gathering knowledge from widespread information sources. The second challenge is to find the needle in the haystack. The time and efforts required to look for the solution among a million solutions continue to rise with each new solution added to the stack. Current solutions offer little to the customers as they have many obstacles that come their way. Some of them include: Too many Data Marts and Warehouses to be managed Solutions keep evolving and often become outdated Current Search Solutions are key-words focused and miss the context and intent behind the problem Different Solutions can point to the same problem, but are often considered to be different - hence the knowledge stacks keep increasing unnecessarily It is a difficult task to make the knowledge available to the end customers There is no guidance for the agents to dive deeper into the solutions Ascendo Search Engine: Ascendo aims to make the support experience as easy as possible for its customers. The solution has to be simple, smart, efficient, fully integrated with data sources, and most importantly requires little effort and time for users. The solution also has to bring expert knowledge into learning and has to be a continuous learning engine. The feedback loop could simply confirm and enhance automatically created root causes that groups multiple problems into its own bucket. Ascendo provides a No-code and expert-enhanced solution that can be easily plugged into your website and is prediction ready! Download the full whitepaper to read more on this. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

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

Why Ascendo Businesses these days receive hundreds and even thousands of customer queries daily. For any customer service representative, it becomes tremendously difficult to keep track of these issues, specifically because of the three Vs Volume Velocity and Variety With inconsistent similarities between large amounts of incoming data along with the frequency of product updates, it adds exponential complexity to the process of unearthing trends in the data. This data can be created from various data sources including customer-created tickets, service requests, bots, customer reviews, case objects from different CRMs, help articles, or even FAQs. While these datasets share the same ground of belonging to customer interactions, they all can have extreme differences in terms of unearthing actual actions to be derived from them. At Ascendo, we call these “Interactions”. What is common across these interactions is that they deal with symptoms/problems/ that a customer needs. Each of them needs an understanding of what the “root cause” of the request is. Then the root cause should be mapped to the relevant solution/knowledge to surface it back to the customer. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Knowledge Management to Knowledge Intelligence Traditional knowledge management (KM) struggles to keep up with the ever-changing needs of businesses. This white paper proposes Knowledge Intelligence (KI) as a solution. KI leverages AI to transform KM from a static system to a dynamic assistant for customer support teams. KI goes beyond finding information. It can learn and create knowledge, identify knowledge gaps, and share expertise across teams. This paper also introduces Knowledge Centered Intelligence (KCI) - a comprehensive approach to KI. KCI utilizes AI to identify high-value content, connect knowledge across departments, and guide knowledge workflows. Implementing KCI offers numerous benefits such as identifying common customer issues, improving content quality, and optimizing self-service options. It empowers businesses to deliver exceptional customer service through a foundation of knowledge and intelligence. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us

Should Companies use Slack or Teams with Their Customers? When you are working with clients on long and complicated projects, nothing is more important than maintaining good lines of communication. Having constant and transparent communication with your clients can help improve your relationship with the client while ensuring that everyone’s time and money are being used effectively. While email and phone calls are the primary forms of communication in business, these methods can be ineffective uses of time and lead to instances of misinterpretation. That is why, when it comes to long-term customer relationships, using a messaging service like Slack or Microsoft Teams can help boost productivity and client satisfaction. These services allow you to stay in constant contact with your customers and shorten the feedback loop, allowing your team to deliver the highest quality product or service in a timely manner. Although these messaging services were built with internal communication in mind, adapting them to client communications takes a bit of adjustment. One popular method of adapting these existing systems for a new purpose is using plugins like Ascendo. These tools provide additional capabilities to handle the different needs of being in constant communication with clients. Unlike Slack’s or Microsoft Team’s normal features, Ascendo allows businesses to better manage customer issues, concerns, and questions and collaborate effectively. With Ascendo you can use ticketing tools, lead discussions about certain files, leverage AI-powered search for easy use, and unlock customer insights not seen before. Companies using Ascendo have already seen huge improvements in customer satisfaction scores and net promoter scores. Download the full whitepaper to read more on this. More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Why do we call ourselves a CRM Copilot? Understand the nuances between AI Assistants, Agents, and Copilots. Explore their focus, interaction levels, and real-world applications. Chatbot vs Conversational AI Choosing the Right Solution for the Support Teams As businesses increasingly rely on automated tools to enhance customer service and... Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all Ready to learn more? Contact Us