Ada Case Studies AI-Powered Assistance Revolutionizes Customer Support for Coffee Meets Bagel

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	AI-Powered Assistance Revolutionizes Customer Support for Coffee Meets Bagel Ada

AI-Powered Assistance Revolutionizes Customer Support for Coffee Meets Bagel

Ada

Technology Category	Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Cement
Applicable Functions	Sales & Marketing
Use Cases	Chatbots Time Sensitive Networking
Challenge	Coffee Meets Bagel (CMB), a popular dating app, was facing a significant challenge in managing customer service as the company grew. The support team was overwhelmed with thousands of new email tickets every month, leading to an average wait time of 12 hours for the first response. This was negatively impacting the customer experience, as agents were spending their time addressing straightforward questions that could have been handled without live support. The reliance on human connection for customer service was proving to be a hindrance rather than an advantage. Read More
About Customer	Coffee Meets Bagel is a popular dating app that focuses on helping people around the world find potential partners through quality, rather than quantity, of human connections. This focus on authentic connection has helped the app grow to serve millions of customers. However, as the company grew, it faced challenges in managing customer service, with the support team being overwhelmed by thousands of new email tickets every month. This led to long wait times for customers and a negative impact on the customer experience. Read More
Solution	To address this challenge, CMB collaborated with Ada’s ACX Consultants to develop and launch an AI-powered assistant within 30 days. Using Ada’s user-friendly platform, CMB created a custom chatbot using their existing content and support emails that were driving customer inquiries. The chatbot was deployed with just two lines of code, providing instant 24/7 support to both Android and iOS app customers. This solution removed barriers like time and geography, leading to a significant increase in the volume of customer inquiries. The chatbot was integrated with CMB’s live chat software, allowing for a seamless transition when a customer required human assistance. The implementation of the chatbot transformed the role of the agents, allowing them to focus on proactive and strategic initiatives. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Cement

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Time Sensitive Networking

Challenge

Coffee Meets Bagel (CMB), a popular dating app, was facing a significant challenge in managing customer service as the company grew. The support team was overwhelmed with thousands of new email tickets every month, leading to an average wait time of 12 hours for the first response. This was negatively impacting the customer experience, as agents were spending their time addressing straightforward questions that could have been handled without live support. The reliance on human connection for customer service was proving to be a hindrance rather than an advantage.

About Customer

Coffee Meets Bagel is a popular dating app that focuses on helping people around the world find potential partners through quality, rather than quantity, of human connections. This focus on authentic connection has helped the app grow to serve millions of customers. However, as the company grew, it faced challenges in managing customer service, with the support team being overwhelmed by thousands of new email tickets every month. This led to long wait times for customers and a negative impact on the customer experience.

Solution

To address this challenge, CMB collaborated with Ada’s ACX Consultants to develop and launch an AI-powered assistant within 30 days. Using Ada’s user-friendly platform, CMB created a custom chatbot using their existing content and support emails that were driving customer inquiries. The chatbot was deployed with just two lines of code, providing instant 24/7 support to both Android and iOS app customers. This solution removed barriers like time and geography, leading to a significant increase in the volume of customer inquiries. The chatbot was integrated with CMB’s live chat software, allowing for a seamless transition when a customer required human assistance. The implementation of the chatbot transformed the role of the agents, allowing them to focus on proactive and strategic initiatives.

Impact #1	The implementation of the AI-powered assistant has brought about a significant transformation in CMB's customer service operations. The chatbot has not only reduced the volume of email tickets but also changed the role of the agents from being reactive to proactive. Agents now have more time to focus on strategic initiatives such as marketing and sales that drive stronger loyalty and customer satisfaction. Furthermore, the 24/7 self-serve support has led to increased engagement with the brand, with the chatbot facilitating 5x more conversations. This has provided CMB with new insights into customer behavior, helping to improve the overall customer journey.

Impact #1

The implementation of the AI-powered assistant has brought about a significant transformation in CMB's customer service operations. The chatbot has not only reduced the volume of email tickets but also changed the role of the agents from being reactive to proactive. Agents now have more time to focus on strategic initiatives such as marketing and sales that drive stronger loyalty and customer satisfaction. Furthermore, the 24/7 self-serve support has led to increased engagement with the brand, with the chatbot facilitating 5x more conversations. This has provided CMB with new insights into customer behavior, helping to improve the overall customer journey.

Benefit #1	Customers can now solve 87% of inquiries on their own through the self-serve solution provided by the chatbot.
Benefit #2	Ticket volume was reduced by 50%, freeing up 40% of the agents' time for proactive initiatives.
Benefit #3	Customer wait time was cut by more than a third.

Benefit #1

Customers can now solve 87% of inquiries on their own through the self-serve solution provided by the chatbot.

Benefit #2

Ticket volume was reduced by 50%, freeing up 40% of the agents' time for proactive initiatives.

Benefit #3

Customer wait time was cut by more than a third.

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Overview

AI-Powered Assistance Revolutionizes Customer Support for Coffee Meets Bagel

Operational Impact

Quantitative Benefit