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Ada improves its AI Agent for customer service

Ada, the AI-native customer service automation company, is introducing a series of AI management and coaching capabilities that upskill its AI Agent.

According to the company, Ada’s AI Agent was designed to be as easy as possible to onboard onto any customer service team, so it can start resolving inquiries on day one. New tools include:

  • Enhanced skills development: Ada learns from the same resources that human agents use to get up to speed, connecting to web pages and help centers with a single click—including those in different languages—to answer support inquiries automatically. And while the AI Agent can already take actions in other business tools via integrations, Ada demonstrated that soon it will be able to help customers using any business system, with no code or API required, by using machine vision to navigate through apps just like an agent would.
  • Improved trust and reliability: Compliance is critical for safer, more reliable, and more accurate automated conversations. Updates to Ada’s Reasoning Engine make it easier for businesses to describe processes for solving complex inquiries, rather than manually build complex and cumbersome scripts. New tools for testing and coaching make it easy for AI managers to understand what’s going on under the hood to make continuous improvements and take control where needed.
  • Cross-channel coverage: With improved skills and trust, Ada can be promoted for use everywhere and anywhere. With new email automation capabilities and enhanced automated voice communications, Ada is the first AI Agent for customer service to support AI-powered conversations on all channels for customer communications—in-app, social media, chat, ticketing, email, phone, and SMS—and across languages and regions globally.

“Chatbots—even those powered by ChatGPT—are stuck in the past. As an AI-native company, we’ve witnessed this transformation firsthand,” said Mike Gozzo, chief product and technology officer at Ada. “Ada’s AI Agent is the future of customer service. We’ve made onboarding, measuring, and coaching the AI Agent for customer service as familiar and intuitive as managing a human. The new set of capabilities unveiled in our Spring Product Launch level up Ada’s skillset even further and help businesses expand across customer service channels, with better coaching functionality and increased trust in its performance and autonomy.”

For more information about this news, visit www.ada.cx.

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