Ada Enhances AI Agent for Customer Service on the Path to Enable 100% Automated Resolution Rate
May 23 2024 - 12:32PM
Business Wire
New capabilities make Ada’s AI Agent smarter,
more trustworthy, and capable of reasoning like a top performing
human agent
Today Ada, the AI-native customer service automation company,
announced a series of AI management and coaching capabilities that
upskill its AI Agent and set businesses on the path towards 100%
automated resolution rate.
Having powered more than 4 billion automated customer
interactions since 2016, Ada launched its AI Agent for customer
service, powered by the Ada Reasoning Engine™, in November 2023.
Since then, its customers have been the first in the world to hire
AI Agents. These businesses are now successfully resolving more
than 70% of their support interactions with no human intervention.
Already, Ada’s AI Agent is powering experiences that are meeting —
and in some cases exceeding — human capability, with each AI Agent
doing the work of 10+ human agents for the cost of less than
one.
Ada’s AI Agent was designed to be as easy as possible to onboard
onto any customer service team, so it can start resolving inquiries
on day one. It doesn’t stop there – Ada’s new AI coaching and
management tools will upskill its AI Agent to deliver even more
extraordinary customer experiences. New tools include:
- Enhanced skills development: Ada learns from the same
resources that human agents use to get up to speed, connecting to
web pages and help centers with a single click – including those in
different languages – to answer support inquiries automatically.
And while the AI Agent can already take actions in other business
tools via integrations, Ada demonstrated that soon it will be able
to help customers using any business system, with no code or API
required, by using machine vision to navigate through apps just
like an agent would.
- Improved trust & reliability: Compliance is critical
for safer, more reliable and more accurate automated conversations.
Updates to Ada’s Reasoning Engine make it easier for businesses to
describe processes for solving complex inquiries, rather than
manually build complex and cumbersome scripts. New tools for
testing and coaching make it easy for AI managers to understand
what’s going on under the hood in order to make continuous
improvements and take control where needed.
- Cross-channel coverage: With improved skills and trust,
Ada can be promoted for use everywhere and anywhere. With new email
automation capabilities and enhanced automated voice
communications, Ada is the first AI Agent for customer service to
support AI-powered conversations on all channels for customer
communications – in-app, social media, chat, ticketing, email,
phone, and SMS – and across languages and regions globally.
Businesses like Tango, an early adopter of Ada’s AI Agent, are
scaling customer service quality and effectiveness. Tango’s VP
Business Technology Adam Cole says, “Our AI Agent for customer
service is contextually capable of much more than our previous
scripted chatbot. We’ve been able to create expanded career paths
for our support team, who have taken on content, quality assurance,
and product liaison roles. Ada’s new capabilities will help us to
provide the best possible experience to our customers, maximize our
automated resolutions, and more effectively manage our costs as we
grow.”
“Chatbots — even those powered by ChatGPT — are stuck in the
past. As an AI-native company, we’ve witnessed this transformation
firsthand,” said Mike Gozzo, Chief Product and Technology Officer
at Ada. “Ada’s AI Agent is the future of customer service. We’ve
made onboarding, measuring and coaching the AI Agent for customer
service as familiar and intuitive as managing a human. The new set
of capabilities unveiled in our Spring Product Launch level up
Ada’s skillset even further and help businesses expand across
customer service channels, with better coaching functionality and
increased trust in its performance and autonomy.”
For more information about how to onboard Ada for your customer
service organization, please visit www.ada.cx.
About Ada
Ada is an AI-powered customer service automation platform on a
mission to make customer service extraordinary for everyone. Ada
makes it easy for businesses to automatically resolve the greatest
number of customer service conversations — across channels and
languages — with the least amount of effort. Since 2016, Ada has
powered more than 4 billion automated customer interactions for
brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in
Toronto, Ada serves companies and their customers worldwide. For
more information, visit www.ada.cx.
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Walker Sands for Ada ada@walkersands.com