Ada Debuts Ada Glass | Martech News - TechFunnel
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Ada Debuts Ada Glass

Ada Debuts Ada Glass

Automated Customer Experience company, Ada, announced the launch of Ada Glass. Ada Glass is a new feature on ADA’SBACX platform which provides a seamless customer handoff from Ada’s AI-powered chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance.

Ada Glass allows customer support teams to escalate a customer to the most suitable agent based on their specific needs and interests. With the help of the new feature Ada Glass, businesses can now focus on high-value customers by prioritizing their service issues and connecting them with the most seasoned agents for immediate assistance.

When agents are busy, Ada Glass keeps customers interacting with a Chatbots while they wait to get access to a customer service executive. If a customer requires assistance post business hours, he/she receives a personalized message to schedule the next available appointment with a live agent.

During initial Ada Glass pilot implementations, it delivered unmatched benefits to global businesses:

  • Providing instant integration – Ada’s ‘plug and play’ design allows for fast integration with live chat solutions, without the need for any coding.
  • Ease of handling – Ada Glass data or files to floors easily between automated responses or Chatbots and live support teams, enabling multilingual self-service as agents enter and exit the Chatbots conversation.
  • Minimises Monotony – By capturing customer information and context from the chatbot conversation, Ada Glass minimizes the need for repetitive questions or admin-heavy tasks so agents can provide immediate support.

“CX leaders across industries are investing in AI-powered chatbots to improve 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.”

Megha Shah
Megha Shah
A dreamer, traveler, aspiring entrepreneur and a bookworm beyond repair, Megha Shah is extremely fond of writing and has been doing so since she was a child. Apart from being a part-time writer, Megha is currently in college, pursuing B. Com. (Hons). Megha is an ardent follower of ‘Hardship, Hustle and Heart’ and firmly believes in the power of hard work and destiny!