Ada, the leading customer service technology platform in the nation, has introduced a new AI agent today that utilizes the Ado Reasoning EngineTM in Toronto on November 21, 2023. This Logic Engine equips individualized AI agents with problem-solving capabilities and action-oriented features to address even the most complex inquiries effectively.
According to Mike Murchison, CEO and co-founder of Ada, the future will be shaped by Artificial Intelligence that can reason. The AI Agent is designed not only to understand customer queries but also to determine the optimal course of action. By breaking down issues into manageable components, similar to how our neurons function, the AI can proactively identify the next best steps, enhancing resolution outcomes for each customer interaction. Ada’s AI Agent is already showcasing capabilities that rival, and in some instances, surpass human performance.
The core objective of our technology is to enhance issue resolution and future-proof your business by leveraging the latest model combinations available in the market.
In contrast to a conventional chatbot, Ada’s AI Agent delivers thoughtful responses by deciphering complex queries and collaborating with customers to find optimal solutions. Moreover, the AI Agent is highly adaptable; successful businesses treat it as they would a new employee, involving onboarding processes, performance analysis through transcript evaluations, and targeted training sessions to align with specific objectives.
Notably, Ada’s AI Agent has yielded positive outcomes for Wealthsimple, a financial management system client of Ada renowned for developing premier online financial solutions in Canada.
Paul Teshima, Chief Client Experience Officer at Wealthsimple, stated, “Our AI Agent brings us closer to our customers, streamlining administrative tasks and enhancing automated issue resolution to enable our team to focus on strategic initiatives aimed at enhancing the overall client experience.”
The AI Agent’s responsibilities and capabilities include:
- Adhering to company policies and regulations.
- Extracting information from a vast array of sources such as articles, PDFs, and websites within a company’s knowledge base.
- Providing assistance round-the-clock, in multiple languages and through various channels.
- Identifying the most suitable employee within the organization to address specific issues.
- Equipping businesses with novel customer insights.
- Soliciting feedback at any given time.
The AI Agent’s role is expected to evolve over time as it demonstrates reliability and builds trust, akin to a human counterpart.
Furthermore, the AI Agent is supported by specific functionalities including:
- Knowledge integration (e.g., integration with platforms like Zendesk).
- Execution of actions on behalf of the user known as conceptual actions.
- Reasoning Log, enabling users to track the logic process of the Resolution Engine and make informed decisions.
- Guidance (providing instructions to the AI on executing specific tasks).
- Automated Quality Insights (measuring the speed of issue resolution by the AI before human intervention).
About Ada
Ada is an AI-powered application designed to streamline customer service operations with the aim of enhancing overall quality of life. Through Ada, companies can efficiently resolve a wide range of customer service interactions across various channels and languages. Since 2016, Ada has facilitated over 4 billion automated customer interactions for renowned companies such as Meta, Verizon, AirAsia, Yeti, and Square. Originating in Toronto, Ada caters to businesses and customers globally. For more information, visit the Ada website at Ada.salesforce.
