Ascendo AI is integrated within our ServiceNow-based customer support system, making it easy for the team to use within existing workflows. At any point, we can quickly understand the intent, summary, and sentiment of an open support case. Through the “Solve” feature, the platform provides clear diagnosis and resolution steps to pursue. The team has also appreciated the strong responsiveness and support from the Ascendo AI team.

From my perspective, Ascendo AI has done an excellent job starting the change management process early in the project. Their team has been proactive in engaging with users during meetings, taking the time to listen carefully and understand real user needs and the underlying user stories. What stands out most is their responsiveness and ability to quickly translate feedback into meaningful improvements. They consistently develop solutions aligned with user requirements and deliver updates with an impressive turnaround time. This fast and collaborative approach has made a noticeable difference in driving user adoption and ensuring the solution evolves in line with what users actually need.

The chatbot has helped me, as a Level 1 SCADA engineer with limited background in SCADA engineering, access archived files and system features through our ticketing system (Freshservice) via an API. Ascendo was also able to quickly connect the API key to our solution (multiple API keys from multiple documentation sources, e.g., Confluence), which made the overall setup more robust and improved the quality of the chatbot’s output. Ascendo AI has reduced the time I spend searching through historical tickets and knowledge to find the right resolution. Instead of manually reading through large volumes of data, it generates relevant troubleshooting guidance quickly, which helps close cases much faster, even during busy periods. Overall, this improves response time, reduces effort, and allows the team to resolve issues efficiently while maintaining resolution quality.