Ada
Case Studies
How Ada Automated Over 2 Million Conversations for Canada’s Fastest-Growing Telco in One Year
Overview
How Ada Automated Over 2 Million Conversations for Canada’s Fastest-Growing Telco in One YearAda |
Networks & Connectivity - WiFi Platform as a Service (PaaS) - Application Development Platforms | |
Cement Telecommunications | |
Procurement Sales & Marketing | |
Chatbots Leasing Finance Automation | |
Operational Impact
The implementation of Ada's automation solution has transformed the customer service experience for the telecommunications company. The ACX team was able to build a chatbot using Ada's platform in less than a month, automating 40% of inquiries that were increasing call volumes, and both agent and customer effort. The bot provides multi-channel engagement, reaching new customers outside of live agent hours across three sought-after communication channels. Ada's solution also integrated with the company's existing live chat software, Genesys, to seamlessly route customers from the bot to a live agent when requested. The bot provides the same level of personalization customers have come to expect from a live agent, reflecting their personal information, interests, and intent. The technology also meets the company's high standards and strict policies for customer privacy and security. | |
Quantitative Benefit
24/7 instant, personalized, bilingual support was provided, replacing the previous 9 A.M. - 5 P.M. live support hours | |
45,000 hours of customer effort were saved monthly | |
50% of inquiries were solved without the need for live support | |