Ada
Case Studies
Automating Customer Support: A Case Study on Ada's Integration with Square
Overview
Automating Customer Support: A Case Study on Ada's Integration with SquareAda |
Apparel Telecommunications | |
Demand Planning & Forecasting Time Sensitive Networking | |
Operational Impact
The integration of Ada into Square's customer support system resulted in a more streamlined and efficient process. Ada's ability to provide personalized self-service and triage seller questions and product issues reduced the demand for support and increased the efficiency and impact of the Customer Success team. The use of seller profile data to display optimal support paths reduced customer frustration and improved the overall customer experience. Furthermore, Ada's ability to pass the chat transcript as an advocate reference point for context when a case was created reduced duplication of information and decreased handle time. The scalability of Ada allowed Square to handle a large volume of conversations daily across a diversity of markets and use cases. Additionally, the integration of Ada provided an opportunity for revenue generation through potential upsells, cross-sells, and payments. | |
Quantitative Benefit
55% containment rate | |
535,212 engaged conversations | |
Supports 100+ languages | |