Ada Voice AI: Agentic Customer Service for Complex, Multi-Step Workflows

Your customers don't want a case ID. They want a conversation that truly resolves their issue.

In this video, we highlight one of the most complex customer service use cases–an airline passenger rebooking due to a delayed flight–handled by the AI agent from start to finish in multiple languages.

Today’s agentic CX platforms can do far more than retrieve information or answer simple FAQs

When connected to your systems, the Ada AI agent can understand customer intent, verify eligibility, access backend systems, and complete transactions in real time across voice, messaging, and email.

That could mean opening an account, processing a refund, generating a return label, modifying an order, or closing a transaction autonomously - all without a human agent.

But what’s happening behind the scenes to deliver this quality of customer experience in under 5 minutes?

Automatic identification and authentication of the customer, including a greeting in their preferred language
Recognition of likely call intent based on the customer’s most recent interactions
Information flowing from multiple connected systems (flight scheduling, reservations, and ticketing) for a single transaction - no manual look-up required
Elimination of background noise in busy or loud environments to accurately understand the customer
Context switching to allow the AI agent to process interruptions and understand new questions
Channel shifting (between voice, messaging, or email) based on the customer’s request, and
Dynamic language switching from English to Spanish, with capabilities for 40 languages in total