Market leader in Automated Customer Experience solutions, Ada, recently announced the development of their new "Ada Glass" solution. This offering delivers a seamless handoff experience from the Ada AI chatbot, to live chat platform partners such as Salesforce, Zendesk, and Nuance.
One of the latest features in Ada's ACX platform, Ada Glass ensures that enterprises can connect their customers instantly with a live support agent from within the chatbot interface. Ada Glass allows today's customer service teams to upgrade the customer experience by sending clients to the most suitable agent according to their interests and needs. Additionally, with Ada Glass, businesses can also focus on finding high-value customers and giving them immediate responses to ensure continued brand loyalty.
From Chatbot to Agent - Instantly
Ada is a company that specialises in delivering personal engagement opportunities across the entire customer journey. The business places the possibilities of Artificial Intelligence into the hands of people who understand the market. With the new Ada Glass solution, whenever agents are busy, the customer will be able to interact with a chatbot while waiting in a queue to get live support.
Outside of business hours, the customer will also receive a custom message to schedule an appointment with a live agent when the company is available. The ACS and Business Intelligence Engineer for LiteBit.eu, Bas Lucieer, said that introducing Ada Glass to the existing support experience made their teams more effective. The company was able to reduce inquiry volume by 90%. Whenever agents are required, the company can trust Ada to provide customers with the seamless transition they need from chatbot to human.
Incredible Results for Global Businesses
According to Ada, during the pilot implementations of Ada Glass, the technology demonstrated fantastic benefits for global businesses. The plug and play design means that its easier for companies to integrate their new solution with their existing live chat solutions without any coding. Additionally, the flow between live support and automation means that users can benefit from a more effective self-service experience.