KnowHow is a curated expert tier
Solutions contributed by top technicians, super experts and product managers, written from the More actions menu — a deliberately higher-trust layer than general documentation.
Agent to Agent Workflows
Agent Swarming
When the assigned agent cannot solve it, they pull the top technician in sideways instead of escalating up a tier. The expert answers, and that answer is captured as reusable knowledge in the same motion, so the next person who hits the issue never files the case at all.
- Sideways to an expert, not up a tier
- The expert writes into KnowHow from the thread
- The new solution is live in search immediately
Tiered escalation is a relay race with dropped batons
A case moves from first line to second to third. The customer re-explains at every hop, and each transition adds days to a resolution one person could have given at the start.
The worse problem arrives after the case closes: the answer lives in a ticket comment nobody reads again, so the same issue re-escalates next month. Swarming fixes the first problem; this tour argues the capture step fixes the second.
The loop, end to end
One case, first contact to solved — including the part where the AI is wrong.
- Step 1
Contact and intake
The user asks through the bot using Connect to Expert. It takes an email and a name, and the interaction lands in the inbox.
- Step 2
Automatic assignment
Done by AI, so no dispatcher grooms a queue before anyone starts working.
- Step 3
Assisted reply, which fails
Predict opens AI Resolve with candidates and one is sent. It does not resolve the issue — which is where swarming begins.
- Step 4
Swarm and capture
The agent reaches the top technician via Slack. The expert adds a solution through KnowHow, and it lands in AI Resolve directly.
Where the value actually sits
Most swarming tools stop one step before the part that compounds.
Capture is a side effect of answering
The expert is answering a colleague, not writing documentation, and the answer is captured from inside the thread. That is what makes it survive a busy engineer.
Live in search immediately
Added to KnowHow it is live in AI Resolve directly, with no publishing cycle. The swarm removes the case from the queue for everyone behind it.
“Once the new solution is added to the KnowHow, we can find the solution in the AI Resolve directly.”
Why the usual approaches fall short
Three get the expert involved. None keep what they knew.
Tiered escalation from first to third line
Slow, the customer repeats themselves at every hop, and the answer dies in a comment.
A Slack war room
Socially effective and unsearchable an hour later. The knowledge existed briefly, then scrolled away.
A formal intelligent swarming programme
The right practice with no capture step. Someone still has to write it up afterwards, and nobody does.
Writing knowledge articles after the case closes
A second act of work once the context has faded. The first thing dropped in a busy week.
What things are called
One of these is an industry term and the rest are Ascendo’s.
- Swarming
- The support practice of pulling an expert onto a live case instead of escalating through tiers. It refers to people, not to AI agents swarming each other.
- KnowHow
- A curated data source of solutions added by top technicians, super experts and product managers, written from More actions on a message.
- Top technician
- The ranked expert for this issue type, surfaced by the Search Agent.
- AI Resolve
- The inline solution panel, opened with the Predict button.
- Agent Routing
- AI-driven assignment of an interaction to an agent.
- Solved
- The terminal state of an interaction, reached without a ticket being created.
Frequently Asked Questions
Slack is where the conversation happens either way. The difference is KnowHow: the expert’s answer is captured into a searchable, curated tier from inside the thread, and it is live in search immediately. Without that step it is a helpful chat that disappears.
Where this fits
Cognitive Search tour
Where the top technician ranking comes from, and what agents try before they swarm.
Ticket-free resolution tour
The intake model this sits on top of, where contacts are interactions rather than tickets.
Knowledge Agent tour
The other capture path, turning source material into structured, published articles.
More Agent to Agent Workflows tours
Agent Swarming
Where does your best engineer’s answer live 30 days later?
For most teams the honest answer is a ticket comment, or nowhere at all. We will show you what capturing it at the point of answering looks like.
Talk to us