Ascendo for Slack

Ascendo.ai application for Slack provides customers the ability to deliver customer support using native Slack conversation mode. Ascendo.ai provides AI-based solution recommendations for support agents. Agents can use those recommendations to provide answers to customer questions. Agents can also mark incoming conversations to tag them as an issue. When a conversation is tagged as an issue, Ascendo automatically provides predicted solutions as a private message to the agent. An agent can also transition the issue from “open” to “In Progress” and then when the issue is solved fully, can mark the issue as “Solved”. This allows Ascendo to capture various support delivery metrics such as the first time to respond, the average time to respond, and total response time. Ascendo also provides the ability for an agent to tag any response as a new know-how object, which basically becomes a new knowledge object within Ascendo for its future use to provide predictions. The agent can also provide active feedback to prediction results and such feedback is used by Ascendo to improve its prediction algorithm.