News : Ada Introduces ‘Automation to Agent’ Customer Experience
Toronto, ON, Canada, June, 2019 -- Ada, a provider in Automated Customer Experience (ACX), announced the launch of Ada Glass, which provides seamless customer handoff from Ada’s AI-powered chatbot to live chat platform partners including Zendesk, SalesForce, and Nuance. 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.
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"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."
"CX leaders across industries are investing in AI-powered chatbots to improve the customer experience. However, without considering how automation blends with live agent support, the value of the investment is not maximized," said Mike Murchison, CEO and co-founder of Ada. "The strategic approach we have taken to build Ada Glass with a one-of-a-kind handoff ensures a completely effortless experience for both the agent and the customer."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don't Assume Your Forecasting System Always Knows Best!
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Ada builds a leading AI-powered platform that automates millions of customer conversations per month for enterprise businesses around the world. Using the power of machine learning, Ada enables 24/7 multilingual customer service that saves time, reduces cost and improves the customer experience.
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