ACX Framework - Customer Experience Automation

Industry Leaders Automate First

8x increase in ancillary product revenue

25K+

unique inquiries per second

98%

reduction in customer wait times

$300,000 in monthly support savings

40%

reduction in customer inquiries

10K+

daily bot engagements

42% improvement in CSAT score since launching Ada

20%

of conversations personalized

$12M

in cost savings

PHASE 1

Save by automating first

In this phase, you will launch Ada’s AI-powered chatbot to drive immediate cost savings. Prepare your business with the right people, processes and tools to resolve at least 30% of customer inquiries automatically, in under 30 days.

Phase 2

Delight Customers with Personalization

During this phase, you will see your CSAT scores skyrocket. By automating actions with highly personalized content, you empower customers to do more, in less time. Delight customers with more options for self-service, shortening wait times and freeing agents for higher value, human-to-human interactions.

Phase 3

Turn your cost center into a profit center

In Phase 3, you will integrate automation across the entire customer journey to unlock new revenue opportunities through proactive offerings, promotions, and payments. When live agents are freed to address mission-critical, high value inquiries, they can focus on up-sell and cross sell opportunity.

“By empowering customers to self-serve 95% of the time, our team has been able to focus on more complex concerns while continuing to scale our support."

"With Ada’s intuitive solution, we were able to move at speed to deploy a proof of concept and help our local teams build and refine content flows quickly and independently.”

“Ada is a tremendous tool for our team. It has saved us from hours of support tickets, informed product decisions, and is a delight to use.”

“Since partnering with Zendesk + Ada, we’ve been able to reduce our support wait times by 50% so it's faster than ever for our customers to get the help they need."