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.”