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Ada

AI-Powered Customer Service Automation Platform

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Overview

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Ada is a leading AI-native customer service automation platform, founded in Toronto, Canada in 2016. It empowers enterprise businesses to deliver extraordinary customer experiences at scale by eliminating the traditional trade-off between high-quality service and cost control. Ada's AI-first approach builds software entirely around advanced AI models, transforming support teams from cost centres into growth engines. The platform has powered over 5.5 billion customer interactions, achieving up to 83% autonomous resolution and demonstrating 8X greater productivity than human agents, alongside a 99.6%+ uptime. Ada focuses on a new metric, resolution rate, ensuring AI agents provide relevant, accurate, and safe replies without human intervention.

How It Works

  • Understanding the Inquiry: The AI agent analyzes customer queries using Natural Language Processing (NLP) for intent and context.
  • Isolating the Problem: Determines if it should retrieve information or perform an action based on user input.
  • Retrieving Knowledge: Connects with knowledge sources for accurate and up-to-date information.
  • Creating an Action Plan: Interfaces with business systems to perform tasks like account updates.
  • Resolving the Inquiry: Uses Large Language Models (LLMs) such as OpenAI and Gemini to ensure complete and safe responses.
Continuous improvement and broad reach features:
  • Measure: Gain insights into automated conversations to identify opportunities for improvement.
  • Test: Optimize AI agent performance by simulating and refining responses in a sandbox before live deployment.
  • Coach: Use no-code tools to guide and set rules, ensuring ongoing learning and adaptation.
  • Extend: Automate support across 50+ languages and multiple channels (messaging, voice, email), delivering 24/7 service.

Use Cases

Automated Customer Support
Deliver instant, 24/7 answers to common queries across messaging, email, and voice channels for faster, more satisfying customer experiences.
Scaling Support Operations
Handle increasing support volumes effortlessly, reduce labour costs, and increase overall support capacity without expanding human teams.
Enhancing Customer Experience
Provide personalised, proactive, and frictionless interactions, improving CSAT scores and building stronger customer relationships.

Features & Benefits

  • Intelligently resolves inquiries with reasoning, not scripts, for natural interactions
  • Utilises multiple AI models to optimise performance and accuracy
  • Connects existing knowledge content for instant, comprehensive replies
  • Set AI agent persona and tone to match brand
  • Targets content to customer segments for personalisation
  • No-code tools for building unique experiences
  • Proactively engages customers with targeted support
  • Adheres to privacy-by-design and top compliance standards (HIPAA, SOC2, GDPR)
  • Follows complex, multi-step instructions and company policies
  • Omnichannel deployment: messaging, email, voice, social
  • Instantly translates across 50+ languages
  • Immediate, 24/7 assistance, reducing wait times
  • Robust measurement dashboards focus on resolution and CSAT
  • Automatic identification of improvement opportunities
  • Sandbox environment for safe testing before go-live
  • Smooth handoff to human agents and scheduled callbacks
  • Seamless integrations with Contentful, Salesforce, Twilio, etc.
  • Secure authentication for personalized conversations
Benefits include:
  • Up to 83% autonomous resolution
  • 8X productivity improvement
  • 42% reduction in agent handle time
  • 60,000 human hours saved per month
  • 5X growth in support capacity
  • 80% average CSAT
  • Potential for £2.7M annual savings and 6.7x ROI in year 1

Target Audience

  • Enterprise companies and large organisations across:
    • E-commerce & Retail
    • Financial Services (Fintech)
    • SaaS
    • Telecommunications
    • Travel
    • Media
    • Gambling
  • Businesses with high volumes of customer inquiries
  • Organisations aiming to efficiently scale customer service ops
  • CX leaders, Operations Heads, and Support Supervisors seeking cost reduction and better customer satisfaction
  • Companies adopting Generative AI for customer service

Pricing

  • Performance-based pricing tailored to business needs
  • No public standard pricing; custom quotes provided via consultation or demo
  • Savings calculator available to estimate immediate and long-term value
  • Book a consultation to discuss requirements and receive pricing details

FAQs

What is Ada?

Ada is an AI-powered customer service automation platform designed to help enterprise businesses deliver extraordinary customer experiences by automating support interactions at scale.

How does Ada's AI agent work?

Ada's AI agent uses a sophisticated Reasoning Engine™ to understand customer inquiries, isolate problems, retrieve relevant knowledge from various sources, create action plans, and resolve issues with advanced Large Language Models (LLMs). It continuously learns and improves through coaching and feedback.

What is Ada Voice?

Ada Voice is a generative AI-powered voice automation feature that enhances call centre efficiency by automating customer phone inquiries, delivering instant, accurate responses over voice channels.

What is the "resolution rate" metric that Ada focuses on?

Resolution rate is Ada's key metric, measuring how well customer conversations are fully resolved by the AI agent—meaning replies are relevant, accurate, and safe—without human intervention, achieving 80-90% alignment with human evaluation.

What kind of results can businesses expect with Ada?

Businesses can achieve up to 83% autonomous resolution, 8X greater productivity, a 42% reduction in agent handle time, 60,000 monthly human labour hours saved, a 5X boost in support capacity, and an average of 80% CSAT.

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