Ada, the market leader in Automated Customer Experience (ACX), today announced deeper integrations with Salesforce to help organizations benefit from an automation-first digital strategy that makes it easy to create personalized customer experiences at scale.
Ada’s automation capabilities now synchronize with Salesforce Live Agent, Service Cloud, and Sales Cloud. Ada’s conversational AI, alongside Salesforce, provides personalized, automated interactions that drive self-service behaviors and instant resolution. When human support is needed, Ada seamlessly hands off to sales or support representatives in Salesforce via Live Agent, creating a case or creating a lead.
With Ada’s AI-powered, personalized chatbot platform, businesses can automate more than 80% of customer inquiries and boost live agent productivity, improving the overall customer support experience while saving millions in support costs.
“We chose Ada with Salesforce because Ada learns on its own, has easy-to-use reporting to quickly see where we aren’t meeting customers’ needs, and was purpose-built to provide the great automated customer experience that our customers deserve and want” says Bernie Leas, vice-president of operations with Balsam Brands, an online seller of artificial Christmas trees based in California. He said since Balsam started using Ada in 2018, the number of live customer chats has dropped by 50 to 60 per cent, and the company has identified ways to make its website more user friendly.
“Customer service is arguably the most important competitive advantage. In today’s digital world, companies should be talking to their customers more, not less. But we have found, increasingly, and because of COVID-19, this is prohibitively expensive for companies to achieve as they grow. A human-first approach is not scalable. By contrast, with Ada, businesses can deliver exponentially more meaningful customer interactions at scale, without incurring the skyrocketing costs of growing headcount and software licenses,” said Ada co-founder and CEO Mike Murchison. “Innovative, market-leading companies like Zoom, Aeropost, and Air Asia use Ada alongside Salesforce to deliver a meaningful, scalable automation-first customer experience.”
Ada’s Salesforce Integration Benefits:
No Code Deployment: Ada’s automated chatbot can be built without a dependence on IT. Ada puts the power of building in the hands of non-technical CX teams who know customers best. Within 30 days of launching automation-first support with Ada, businesses experience at least a 30% reduction in customer inquiry volume, shorter wait times for support, and improved CSAT.
Best-in-Class NLU: Ada’s conversational AI is built on an in-house, proprietary Natural Language Understanding (NLU) model, which allows the chatbots to instantly understand customer intent with just 7-10 training questions. Unlike other chatbot solutions, Ada’s AI does not require IT resources to deploy and maintain. Non-technical members of the customer service team can create new answer flows in seconds with Ada’s intuitive Drag-and-Drop interface. Ada’s recent benchmarking analysis found that Ada’s AI outperforms competitors on the measures of predictability and accuracy by 14% on average. Even before hitting send, Ada’s Predictive Suggestions anticipate the customer’s question and proactively offer related topics to reduce customer effort.
Knowledge Lookup: Ada’s conversational AI recognizes when it does not have an answer to a customer’s question. In that case, Ada can search the existing knowledge base and provide relevant articles within the chat interface to promote self-service.
Fluent in 100+ Languages: Ada’s AI-powered platform enables companies to communicate with customers around the world. With Ada, you can build a chatbot in one language, and service customers with the click of a button in over 100 languages. Ada can also auto-detect a customer’s chosen language from a typed question and instantly switch to their preferred language.
Multi-Channel Support: In service of powering more customer interactions than ever before, Ada’s conversational AI facilitates fully automated as well as hybrid chatbot-human support interactions on the web, in-app with Ada’s SDKs, and across social channels like Facebook Messenger and WhatsApp.
Ada’s expanded integration strategy with Salesforce brings the power of accessible AI to the broader market and organizations seeking a best-in-class, automation-first approach to CX. To learn more about transforming your customer service organization with Ada’s automation platform, visit Ada.support.
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