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Speaker: Maureen Azzato Discover how AI is revolutionizing the future of field service with Maureen Azzato Speaker: Maureen Azzato April 2, 2025 Previous Item Next Item This episode of the Ascendo AI Experience Dialogue Podcast explores the transformative role of AI in field service operations, focusing on how service leaders can leverage AI to drive profitability, efficiency, and customer-centric solutions. Maureen Azzato, Producer of Field Service USA, discusses the evolving trends in service management, the integration of AI across the service lifecycle, and the innovative AI Advisory Lab, a hands-on forum for practitioners to engage with technical experts and real-world use cases. Key takeaways include the shift from internal AI optimization to customer-facing solutions, the importance of starting with targeted AI use cases, and the growing recognition of service teams as profit centers. About the Speaker: Maureen Azzato is the Portfolio Director at Worldwide Business Research and the Producer of Field Service USA, where she designs industry-leading programs based on deep research and practitioner insights. With years of experience curating events for service leaders, she is a driving force in advancing AI adoption and innovation in the field service sector.

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Get started to transform complicated client communications on Slack to smooth, AI assisted interactions. Download Should Companies use Slack or Teams with Their Customers? Get started to transform complicated client communications on Slack to smooth, AI assisted interactions. Please enter your business email ID Please enter a valid name with alphanumeiric value Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Ready to learn more? Contact Us 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. Download now Should Companies use Slack or Teams with Their Customers?

Don't just react to escalations, proactively prevent them. Unleash the power of Ascendo and transform your support experience. Download Escalation Management Guide for proactive support teams Don't just react to escalations, proactively prevent them. Unleash the power of Ascendo and transform your support experience. Please enter your business email ID Please enter a valid name with alphanumeiric value Our Blog Here is your go-to guide on what's latest and greatest in delivering superior customer service with the power of artificial intelligence. Catch some invaluable industry insights, and take it forward on your social media channels! Read all More White Papers Auto categorization 01 Ascendo brings to you one of its most utilized and successful components, Auto Categorization, that is built on state of the art Natural Language Processing techniques and Deep Learning algorithms. AI Based Modern Support Experience 02 Businesses these days receive hundreds and even thousands of customer queries daily. Get started to transform complicated client communications on Slack to smooth, AI assisted interactions 03 Should Companies use Slack or Teams with Their Customers? Escalation Management Guide for proactive support teams 04 The term escalation refers to the action where the issue and the details of a customer interaction is sent higher up the chain, sometimes to the CEO level. View All Ready to learn more? Contact Us 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... Download now Escalation Management Guide For Proactive Support Teams

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 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

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

Case Study: Kami Vision Supercharges Customer Support with AI-Powered Self-Service Boosting Efficiency by 83 percentage Kami Vision, a pioneer in edge-based AI solutions, faced a familiar battle: a tidal wave of customer support tickets. Their existing system, while reliable, couldn't keep pace with their rapidly expanding customer base. Agents were swamped, training new ones took months, and critical tribal knowledge remained untapped. Ascendo's intelligent engine understood customer questions like a whisper, instantly recommending accurate solutions for a whopping 83% of issues. That meant less tickets for frustrated agents and more time for complex problems. Plus, Ascendo empowered agents with real-time guidance, boosting response speed and accuracy. But the magic went beyond speed. Ascendo unlocked Kami's "tribal knowledge" by surfacing hidden trends and valuable insights from past interactions. This knowledge goldmine fueled a continuously improving knowledge base, ensuring even more self-service wins. Ready to ditch the support ticket nightmare? Ascendo is your AI-powered escape route. Unlock self-service, knowledge sharing, and quick triaging. Ready to learn more? Contact Us

Discover how Teradata transformed its customer support with Ascendo AI’s generative AI solution integrated into ServiceNow. Learn how it improved First Contact Resolution (FCR), reduced resolution time, and enhanced customer satisfaction. Download Case Study: From Manual to Seamless: Teradata's Support Evolution with Ascendo AI Discover how Teradata transformed its customer support with Ascendo AI’s generative AI solution integrated into ServiceNow. Learn how it improved First Contact Resolution (FCR), reduced resolution time, and enhanced customer satisfaction. Please enter your business email ID Please enter a valid name with alphanumeiric value Teradata, a global leader in data and analytics solutions, faced inefficiencies in customer support due to manual processes and inconsistent service quality. Despite using multiple tools, support engineers struggled with slow knowledge retrieval and repetitive tasks, impacting First Contact Resolution (FCR) rates and customer satisfaction. By integrating Ascendo AI’s generative AI capabilities with their ServiceNow platform, Teradata transformed its support operations. AI-powered tools streamlined knowledge access, automated repetitive tasks, and predicted customer needs, enabling faster more accurate responses. The result was significantly improved FCR rates, reduced resolution times, and a more efficient support process. The partnership delivered substantial cost savings and elevated customer satisfaction. With plans to expand AI integration across more functions, Teradata is driving innovation in customer experience. Read more to explore the full case study and the impact of AI-powered support. Download now Case Study: From Manual to Seamless: Teradata's Support Evolution with Ascendo AI Ready to learn more? Contact Us

Ascendo AI career oppurtunity for Forward Deployed Engineer - Internfull time Position Forward Deployed Engineer - Intern Location United States Employment Type full time Job Description Customer Deployment & Integration Own technical deployment of Ascendo AI for new enterprise customers end-to-end. Integrate Ascendo with CRM, CMMS, ticketing, knowledge bases, telephony, message systems, and custom enterprise workflows (e.g., Salesforce, Zendesk, ServiceNow, Jira, Freshworks). Develop and maintain data pipelines, connectors, APIs, and custom workflows to support customer onboarding and ongoing ops. AI Implementation & Customization Work with product and research teams to fine-tune and customize AI models for customer-specific data and use cases. Configure classification models, recommendation engines, and routing logic to achieve measurable improvements in accuracy and automation rates. Build prompts, workflows, and agent-assist logic tailored to customer environments. Technical Leadership & Problem Solving Act as the primary technical advisor for enterprise customers during implementation and early production phases. Diagnose complex issues across APIs, infrastructure, data ingestion, and model performance; provide fast resolutions. Translate customer requirements into structured engineering tasks and product recommendations. Customer Outcomes & Value Delivery Partner with Customer Success Managers to demonstrate ROI, automation improvements, and operational gains. Conduct technical workshops, architecture reviews, and model performance sessions with customer engineering teams. Help customers adopt best practices for AI governance, data management, and ongoing optimization. Internal Collaboration Collaborate with core engineering teams to influence product roadmap based on customer needs. Prototype and build internal tools that streamline future deployments. Work in a dynamic environment that values rapid iteration, ownership, and customer-centric engineering. Objectives of this Role The Forward Deployed Engineer plays a mission-critical role in deploying Ascendo AI’s platform within customer environments, integrating complex data systems, tailoring AI models, and ensuring customers achieve maximum business value quickly. You will collaborate closely with customer support leaders, IT departments and our core engineering organization to deliver seamless and scalable AI deployments. This is a hands-on technical role with direct customer engagement, ideal for someone who excels in problem-solving, system integration, and translating real-world use cases into robust AI-driven workflows. Skills and Qualifications Strong software engineering skills in Python , Node.js , or similar languages. Solid experience working with REST APIs, webhooks, and integration frameworks . Bravado to integrating or deploying solutions into enterprise systems (CRMs, ticketing systems, customer support platforms). Understanding machine learning workflows , model lifecycle, prompt engineering, and evaluation techniques. Excellent communication skills with the ability to explain complex systems to non-technical stakeholders. Strong debugging skills across distributed systems, cloud infrastructure, and data pipelines. Superb written and creative skills to create any collateral, webinars, demo videos is critical. Experience with LLM-based products , RAG pipelines, or vector stores. Familiarity with Salesforce, Zendesk, ServiceNow, Jira or similar ecosystems. Ready for fast-growth startup environments. If interested, Email your resume with LinkedIn profile to apply@ascendo.ai