Elevating Technical Support with AI: A Comprehensive Approach

The future of technical support is here, and it's powered by AI. At Ascendo AI, we're committed to transforming the way businesses deliver exceptional support experiences.

In today’s AI-driven world, it’s no longer enough to simply surface knowledge. At Ascendo AI, we believe that true AI success lies in action. AI agents must go beyond managing information—they need to drive solutions that genuinely transform support and service experiences. Here, we explore the common challenges organizations face in adopting AI and share key insights for leaders aiming to embed AI deeply into technical support processes.

Lessons from the Field: The Journey of AI Adoption

Through countless conversations with support leaders, we’ve found they generally fall into three categories in their AI journey:

1. Stuck with a Tool That Isn’t Scaling: After months or even years of testing a tool, many leaders find it’s not adding the promised value. Career bets on a specific tool can feel risky, especially when vendors seem to prioritize rapid growth over real results.
2. Seeking True Understanding: These leaders are curious, engaged, and ready to ask the right questions. They look to partner with vendors who can guide them with clarity and commitment—a role we’re proud to play at Ascendo.
3. Not Ready (Yet) Mentality: Common hesitations include data readiness, change management, or the scope of job responsibilities. We encourage these leaders to ask vendors for clear guarantees on ROI and timelines to overcome these barriers.

AI Agents and AI Teammates: Redefining Technical Support

At Ascendo AI, we’ve developed AI agents and AI teammates that tackle critical tasks and enable seamless workflows across technical support, sales, HR, and more.

The difference? AI agents support individual tasks, while AI teammates enable end-to-end workflows within business processes, creating a collaborative environment for teams.

Examples of AI Agents:

• Customer-facing agents that resolve inquiries and offer proactive troubleshooting.
• TSE (Technical Support Engineer) support agents that analyze logs, reserve test environments, and surface “tribal knowledge.”
• Field service guides that assist technicians with repair steps and accurate part ordering.

Examples of AI Teammates:

• Customers who leverage agent recommendations and engage with TSEs for deeper support.
• TSEs who access customer histories instantly, streamlining their troubleshooting processes.
• Knowledge-sharing systems that seamlessly escalate issues to the right teams or technicians.

Our agents and teammates don’t just assist—they empower teams, reducing the knowledge burden on human agents and improving service capacity.

5 Key Considerations for AI-Driven Support Excellence

Integrating AI into your support strategy involves looking beyond self-service and agent assist. Here are 5 core areas to keep in mind:

1. Pre-Employee Engagement: Engage customers before they submit tickets. Consider forms, forums, and proactive knowledge surfacing to improve resolution rates before tickets are even created.
2. Employee Engagement: When tickets are created, ensure continuity. Document customer interactions and integrate insights from engineering to facilitate a culture where employees become champions of customer needs.
3. Post-Interaction Analytics: Capture valuable insights after ticket resolutions to inform strategic decisions in sales, marketing, and product development, elevating the profile of support within the organization.
4. Seamless Navigation: Guide customer interactions smoothly with cognitive routing to enhance service level agreements (SLAs), cost efficiency, and prioritization.
5. Enterprise-Ready Solutions: Assess your tools for enterprise-scale readiness, including privacy measures, secure access, and scalability to meet future demands.

Results That Speak Volumes

With Ascendo AI, our customers have experienced tremendous improvements: a 500% increase in service capacity, a 95% reduction in escalations, and a 20% decrease in labor and material costs. Beyond metrics, our commitment to transparency and ethical AI ensures every decision, action, and suggestion is backed by robust checks and balances.

For support teams seeking to elevate their impact with AI, the possibilities are endless. At Ascendo AI, we’re excited to be part of this journey, driving meaningful change that lets humans reclaim their evenings and weekends.

Thank you for reading. Stay tuned for more insights and strategies to transform support and service with AI.

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