Ada Introduces ‘Automation to Agent’ Customer Experience
Summary
A new feature of Ada’s ACX platform, Ada Glass enables enterprises to instantly connect customers with live support agents directly within Ada’s chatbot interface. “After introducing Ada Glass to our existing support experience, we’ve been able to reduce our inquiry volume by 90%,” said Bas Lucieer, ACX and Business Intelligence Engineer at LiteBit.eu. “When an agent is required, we now trust Ada to provide them with a seamless transition from chatbot to human - creating the best of both worlds for both our customers and agents.” During initial Ada Glass pilot implementations, it delivered unmatched benefits to global businesses: - The ‘plug and play’ design allows for fast integration with live chat solutions, without the need for any coding - Easily flow between automated and live support means users benefit from Ada’s multilingual self-service as agents enter and exit the chatbot conversation - By capturing customer information and context from the chatbot conversation, Ada Glass minimizes the need for repetitive questions or admin-heavy tasks so agents can provide immediate support. Ada makes it simple for non-technical teams to build an automated, enterprise-class chatbot that saves time, reduces costs, and improves engagement. Headquartered in Toronto, Ada enables clients around the world, like TELUS, UpWork, and AirAsia, to provide their customers with 24/7 personalized support in more than 100 languages.