Customer service automation is emerging as a key player in providing efficient and modern customer experiences as businesses continue to adapt to the changing landscape of customer service (CX). Chatbots and AI are the prime examples here, as they are used by businesses to provide consistent and reliable support across all channels.
With that said, what chatbots and AI originally brought to the table has been generative AI. Most have seen generative AI in action in recent months; in terms of the customer service landscape, generative AI has the capability to enable chatbots to provide more sophisticated and natural-sounding responses to customer queries. Not only that, but it also has the ability to automate certain customer service tasks, such as responding to emails or handling routine inquiries.
Hmm. This could be the beginning of a new era in automation with the use of large language models (LLMs) to transform customer service across various channels. And Ada, a provider of CX automation, is looking to get a head start in that new era with the launch of a new suite of generative AI capabilities that aim to help companies resolve complex customer inquiries instantly and accurately.
Ada’s platform is designed for the customer service industry as it is built on LLMs, refined to serve customers, and designed to give teams the tools to power more resolutions with less effort. Its generative AI technology, such as OpenAI's ChatGPT-4, that enables the platform to automatically resolve even complex customer inquiries across channels and languages with minimal effort.
Let’s look at how this technology fits into Ada.
Ada's Copilot capabilities now enable CX teams to lean on generative AI to produce content, connect automation to existing knowledge sources, and take actions on behalf of customers. These result in more automated resolutions and less time spent building automation.
Furthermore, Ada Voice enables companies to bypass the unnecessary complexity of traditional interactive voice response automation and power more sophisticated voice experiences with less effort.
"Ada has been at the forefront of customer service automation for the past six years," said Ada co-founder and CEO, Mike Murchison. "With the addition of Voice, Ada offers one customer service automation platform, powered by generative AI, that works for both messaging and voice. This gives companies the ability to create truly omnichannel experiences — building once and resolving inquiries on phone and messaging channels without having to duplicate efforts."
Ada does have a safety net for those companies introducing generative AI. The term Ada used is “guardrails.” Ada's customer service LLM acts as the “guardrails” as it adds proprietary technology to open foundational models, ensuring that customer conversations are always relevant, accurate and safe, with a clear understanding of an AI's reasoning. Further solidifying and stabilizing those guardrails, bot managers are empowered to coach their AI to adapt and improve as their business changes using a suite of simple no-code tools.
"Automation has always been integral to how we deliver a seamless, delightful experience to our clients, and maximizes the time our people can spend directly with them," said Wealthsimple's Chief Client Experience Officer Paul Teshima. Wealthsimple is one of the companies Ada partnered with in an early access program.
Teshima continued about how generative AI can potentially transform the quality of a client's support experience and what they hope to find working with Ada.
“We'll work with Ada to explore how their solutions can empower our employees and our clients,” said Teshima.
Edited by Alex Passett