The latest news and expert advice on AI, automation, and customer service

Leigh Lepage

Customer Experience

How to Introduce Chatbots to Your Customer Support

Want to introduce a chatbot to your CX team? Start with an FAQ bot, then use the bot to collect data, then use that data to customize interactions.

Leigh Lepage September 6, 2019 • 5 min read

The CX Leader's AI & Automation Toolkit

Customer Experience

3 Benefits of Bots Reinforced By Our Client Chats

We sat down and interview our clients - non-technical support team members dedicated to leveraging Ada’s chatbot platform to automate their customer service. While, each interview (available to watch) reflects the uniqueness of our clients and the industries they support, we've common themes from the conversations.

Leigh Lepage July 19, 2019 • 3 min read

Employee Experience

4 Ways to Keep Your Customer Service Reps Engaged

As agent attrition rates rise alongside customer expectations, it’s critical for businesses to redefine the role of the agent. We’ve provided four ways to keep your agents engaged to help reduce turnover and increase satisfaction for both your employees and your customers.

Leigh Lepage June 28, 2019 • 3 min read

Ada Introduces ‘Automation to Agent’ Customer Experience

We're announcing 'Ada Glass' - a new platform feature that Ada enables enterprises to instantly connect customers with live support agents directly within Ada’s chatbot interface.

Leigh Lepage June 20, 2019 • 2 min read

[PART TWO] Three ways to add back emotion to your CX (and why it matters)

While it may sound ironic to use AI to connect with people, the truth is, the right customer service chatbot can create moments infused with authenticity and empathy. This means that when done right, AI-powered automation can actually make customer service more human.

Leigh Lepage June 19, 2019 • 3 min read