Ada, the world’s leading AI-powered customer service automation company, introduces Ada Generative Actions, a product that uses revolutionary generative AI technology to solve increasingly complex customer queries (those that would require an agent to use multiple business systems) .
Companies can quickly establish third-party interfaces using plain language and no code with Generative Actions, providing safe and reliable automated responses to consumer inquiries based on numerous sources of information. Ada’s progress creates a white-glove customer experience for the end user while allowing businesses to address the highest number of support inquiries with the least amount of effort.
“We found that more than half of Ada’s automated customer service conversations, particularly in fintech, media and travel, required at least one personalized action to resolve the customer’s problem,” said Mike Murchison, CEO and co-founder of Ada. “The generative AI technology powering Ada’s new generative actions will allow companies to finally escape the limitations of scripted chatbots and actually solve unique customer problems with real actions.”
Ada handled more than 16.5 million automated customer support conversations across channels in June 2023 alone and discovered that 59% (or 9.8 million) of them featured at least one query that required more personalized action. Rather than a question-based inquiry like inquiring for store hours, corporate policies, or other FAQs, such action-based queries can include reserving an alternate trip or searching up an order status.
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A sample conversation might look like this:
Client: “I’m late for flight ADA7190, will I be on time?”
Chatbot: “Your flight is delayed by 45 minutes. If you miss it, the next flight with seats will depart at 12:15 p.m. EST. Let me know if you want me to book you on a later flight.”
In comparison, a typical chatbot might send a customer an article on how to rebook a flight, rather than finding logical solutions to the problem and taking practical steps to solve it.
Generative Actions Ada technology can pull data from trusted business systems, such as a CRM or order management system, for example, to personalize the response and take action to assist the customer. In fact, with Generative Actions, Ada expects chatbots to outperform human agents in terms of speed and accuracy.
Designed to be as simple as possible, Ada’s generative actions allow bot managers to set up a new integration without code in less than five minutes, adding in simple language what information can be retrieved and when the bot should use it. Generative Actions effectively moves Ada closer to creating a world where every customer request is resolved by AI.
Learn more about Generative Actions at Ada’s Interact conference in San Francisco on November 14-15, 2023, and enjoy interactive talks on the future of AI-powered customer service, hands-on workshops on the latest AI-powered CX technologies, and exclusive networking events. with leaders implementing innovative automation solutions.