Ada has empowered our customers to self serve when able, and connect with our Sales or Support teams when additional help is needed. Serving all of our customers in a quick, efficient way while delivering happiness is very important to us. Ada has helped us scale to achieve that goal in an unprecedented time.

In just weeks, we were able to launch automated brand interactions that transformed the experience for our traveling customers, whenever and wherever they are in the world. We have cut customer wait times from more than one hour to less than one minute.

Implementing Ada has enabled our support teams to spend substantially more of their efforts on harder-to-solve problems. Our customers are now able to quickly serve themselves for most common problems — or get to a knowledgeable agent without writing an essay. When we compare to the year before, the volume of cases our reps are manually addressing are much lower. They now can spend the bulk of their time answering those complicated questions versus those easy lifts.