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Featured Article

November 24, 2021

Ada Announces Enhancements to Conversational AI Platform for CX


By Tracey E. Schelmetic - Guided CX Forum Contributor

The customer experience is a fragile thing. It may require dozens of positive interactions to land a loyal customer, but that work can easily be undone after a single negative experience.  For this reason, companies need to be certain they are excelling every time they have a touchpoint with a customer.

Artificial intelligence, or AI, can be an extremely helpful technology for brands. Used properly, AI-driven interactions can help customers with basic requests and escalate issues needing personal attention. Not everything can be automated, and some companies fail to recognize when it’s appropriate to use a virtual assistant, and when it’s not.

Canadian company Ada is the creator of an automation platform that can be leveraged inside of any digital channel, alongside any agent handoff solution, and with any third-party system or application. The company’s website notes how many customer experiences are broken by a single bad encounter.

“There’s no underestimating the power of experiences,” according to the company. “They win customers for life, or lose them forever. And with the rising tide of customers approaching us each day, we can’t help but fail them right when it matters most. Because the moment customers actually try to talk to us — at that moment of interaction — they find themselves waiting endlessly on hold, bouncing from person to person and repeating themselves over and over.”

To enhance its conversational AI product, Ada recently announced some new features. These include language-agnostic natural language understanding (NLU) enhanced with the addition of a language-agnostic model. This feature improves the understanding and intent recognition of multilingual customers and gives brands the flexibility to train their bot directly in local languages, enabling them to interact with every customer – no matter where they are or what language they speak.

In addition to the NLU enhancements, Ada also announced a partnership with contact center platform Talkdesk to expand hand off use cases from email tickets and live chat to the contact center. Together, both companies plan to bring scalable automation-first customer experience (CX) solutions to the market that help brands elevate experiences for every customer, while optimizing for cost and maximizing return on investment.




Edited by Luke Bellos

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