Ada Support

Announcing Ada’s new generative AI capabilities, and a new channel

Lynn Pine
Lead Content Producer
AI & Automation | 6 min read

At Ada, we’ve always been AI-first in our approach to customer service automation — and that's exactly how we continue to operate. Generative AI has been on our radar for a while, and we have some of the most renowned machine learning scientists working on incorporating it into more areas of our product.

On April 27, we showcased demos of our first suite of new generative AI capabilities that will help you automate more with less effort, power more complex use cases, and bring AI to more channels.

Read on to learn more about this exciting new launch.

Automating more with less effort

Customer expectations continue to rise, which means companies now need to do a lot more than automate simple Q&A’s. Automation teams need to focus on building flows with more personalization and more complexity — and companies want to extend those flows to more channels.

Luckily, there’s no need to reinvent the content wheel. You’ve already invested considerably into creating support content, whether it’s product manuals, knowledge base articles, or agent conversations. Bot builders shouldn’t be spending any time recreating or reformatting this content into a conversational experience — and now that we’ve got generative AI in our back pockets, they don’t have to.

You can now connect Ada to connect to existing knowledge sources, and have the AI generate answers from those sources without having to be trained on specific intents. This means you can get a new bot up and running even faster — we’re talking hours instead of weeks.

In the webcast, Jerome demonstrates how to build and test a new bot using Ada’s Knowledge Hub, which links with Zendesk and Salesforce and will soon expand to support other documentation. Knowledge Hub trains the bot on existing customer support content, with additional guardrails to ensure responses are always relevant, safe, accurate.

By citing the same data sources that customer support agents use today, Ada’s bots create trustworthy content that’s already been vetted and approved, extending the value of existing assets at the same time. When bot managers no longer have to anticipate and build FAQ content, they’re free to focus on more complex, action-oriented flows.

Jerome also shows us how Ada chatbots are able to maintain the brand personality when using generative AI to create content. To set the tone, choose from four options within the customizable Brand Persona setting on your Ada dashboard: friendly, plainspoken, playful, sophisticated. You can even specify which emojis, if any, are allowed to appear in bot-generated content.

Not bad for a bot, huh? 😉

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Powering more complex use cases

So, we know that generative AI is going to just about eliminate the effort needed to automate basic FAQ type resolutions. But that’s not all. With this new launch, Ada can also handle higher-level functions like authentication, personalization, segmentation, routing, and working with other tech stack elements.

As Kayla explains, sometimes bots need to do more than provide information — they need to take action on a customer’s behalf and solve problems, such as facilitating a return. This requires a tool that integrates with third-party systems and can process the information the bot gathers. Our Answer Editor does just that.

Using the drag-and-drop block system within Answer Editor, Kayla shows us how to build an advanced flow to solve this kind of high-level need. As you’ll see, we’ve baked generative AI into the process to help create content as you build. It can even create multiple variations for the same answer, in case a customer comes back. (Does it get any easier?)

Unlocking advanced chatbot use cases is a great way to modernize your ACX and be a shining star next to your competition.

Bringing AI to more channels

As popular as digital channels are, phone is actually still the highest volume support channel for many companies. It’s also the most expensive — and one of the most difficult to automate effectively.

Until now.

Rob Reardon rounds out our launch by announcing an exciting new product (drum roll please): Ada Voice. That’s right, customers can now interact with Ada chatbots over the phone.

By extending our generative AI capabilities to the voice channel, we’re powering a truly omnichannel ACX experience. And the best part is, our build once deploy anywhere model means companies no longer have to duplicate efforts for phone vs. messaging; you can automate, manage, measure, and optimize experiences across the board in a single no-code platform. And all the generative AI capabilities we’ve just launched work in Voice, too.

But we’re not stopping there — we’re also adding out-of-the-box integration with Zendesk’s Sunshine Conversations Web Messenger. Because we want you to be able to automate resolutions for your customers on literally any channel, with virtually no effort. (There, we said it.)

Welcome to what’s next

The bottom line: Ada is developing new capabilities that push the potential of generative AI even further. Way more than just simple Q&A responses, Ada enables dynamic, customizable, actionable experiences that bring brands even closer to their customers, no matter the channel.

Ada is bringing better outcomes for companies by driving more cost-effective resolutions, empowering CX teams, and delivering a hyper-modern customer experience. Now that’s the kind of AI takeover we do want to see.

The future of AI-first CX

To see these exciting new capabilities in action, watch the full webcast.

Watch on-demand