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.
Better For Business: Why Your Enterprise Needs Conversational AI
At the enterprise level, your business is making an impact. You stand at the forefront of your industry, and are growing, expanding, and disrupting the status quo through business innovation and authenticity.
The strength and size of an enterprise is held up by its customer base — likely large and loyal — which means high volumes of customers want to interact with your brand. And by now you know that customers crave this connection, so the more personal you can make your brand interactions, the better.
Providing customers with out-of-this-world CX is how enterprises can stand out from the competition. This means meeting your customers where they are.
For enterprises at the top of their game, they need their technology to follow suit — technology that can automate complex actions, surface CX opportunities, convert leads, and more. And while conversational AI and chatbot support leads in the space of automated CX (ACX®), some technology is far superior to others.
When considering which conversational AI to choose, enterprises need to look for one that prioritizes brand interactions—one that can not only respond to FAQ, but apply personalized, proactive messaging that can quickly capture, interpret, and action customer data and unify brand interactions across channels at scale.
Your brand interaction platform should help you:
- Quickly transform and scale your digital operating model
- Increase funnel velocity and customer lifetime value (CLTV)
- Save time and money within one integrated platform
Quickly transform and scale your digital operating model
Digital transformation momentum has been rising over the years and the COVID-19 pandemic put it in overdrive. Enterprises were some of the first to jump on the bandwagon.
In 2020, enterprises across varying industries invested in a “digital operating model”, an approach that ensures they can continue serving their customers partially — and even fully — online.
And let’s face it, this digital revolution isn’t going anywhere. Investment in enterprise digital technologies is only growing stronger. Just look at 2020’s powerful transition to the digital-first cloud ecosystem.
As enterprise leaders search for more digital solutions to improve their business operations, an automation-first CX strategy is the winning serve. It’s how many have increased human efficiency; implementing automation at the frontlines of CX empowers agents and reps to do more meaningful work and cultivate deeper, long-lasting customer relationships.
Investing in a brand interaction platform partner is the fastest and most efficient way for enterprises to launch conversational AI and will allow you to get the most value out of your automation-first strategy. The best platforms will integrate into your existing tech stack and automate complex self-service. They also contain costs as you scale, and serve the needs of your sales, marketing, and support teams to provide a holistic customer journey.
Increase funnel velocity and customer lifetime value (CLTV)
Engaging with prospects and customers using a proactive interaction model is surefire way to create unique and measurable CX. With hyper personalized brand interactions at the core of your conversational marketing, you can proactively move customers along their journey and anticipate their next move. This is the recipe for providing 360° view of CX and results in:
- Higher engagement rates
- Quicker speed to lead
- Identifying opportunities to cross-sell and upsell
- Customer acquisition and loyalty
Your brand interaction platform uses intelligent and contextual routing to act as the switchboard directing customers to the right agents or sales reps. This allows you to take your marketing strategy from reactive to proactive to anticipatory, arm your teams with the right context, and offer the kind of personalized, segmented experiences that make the difference between interest and purchase.
Save time and money with one integrated brand interaction platform
As we grow older and wiser, our social circle narrows. We choose the people we can rely on to be there in good times and bad. Someone who, alongside you, can make every moment more meaningful. Where am I going with this?
Your choice brand interaction platform should possess the same characteristics. It should support you, know everything there is to know about your business, help you scale as you continue to grow, and act as your closest confidant in capturing customer insights and turning them into revenue-building, personalized interactions with your customers.
For enterprises, the most effective brand interaction platform needs to integrate all customer data — interactions and insights—into one place. It should be built as an extensible platform that can consolidate tech stacks and make the customer experience holistic and simple on the outside and data enriched on the inside.
With all your customer data in one place, your enterprise can create integrated experiences at scale with robust and simple integrations.
Ada for Enterprise
As the market leader in ACX, Ada is the only conversational AI platform purpose-built to support a scalable, automation-first customer experience strategy. Ada's automation is designed to transform reactive CX models to proactive, personalized profit generators.
Ada has a suite of enterprise-ready features that help you achieve your goals.From content management to customer insights, Ada gives you the tools to need to unify your ACX.
Smart Search connects Ada to your knowledge base so you can launch your chatbot immediately. Leverage the content you’ve already invested in so every customer query has an answer — whether it’s built in Ada yet or not. Your customers get a seamless experience directly in the chat, and you’ll see faster time to value, higher containment, and the analytics you need to optimize your content strategy.
Data Export API
Paint a holistic picture of your CX. Ada’s Data Export API powers up your customer insights machine by integrating conversational data into your tech stack, allowing you to turn insights into CX optimization. Track and analyze customer conversations, needs, and trends across the customer journey.
IVR / Chat Handoff
Ada can help you move between modalities when it makes the most sense. Move a customer from IVR to conversational AI to speed up resolution time, or handoff a customer to a phone agent when needed. In any case, this enables a speedy, personalized, and contextual handoff experience.
Easily integrate with every valuable CX tool in your tech stack to deliver a hyper personalized, seamless experience at every point along the customer journey. Create and nurture leads, provide product recommendations, help with order inquiries, update account information, and much more.
Reflect your unique brand identity in every interaction channel your customers use. Connect multiple channels and chatbots through one CXP, so you can deliver a consistent customer experience in the channel of their choice, provide an efficient agent experience, and save costs at the same time.
Apps unlock dynamic, visual experiences for customers, like booking a meeting, sending documents, or making a purchase all within the chat. The App SDK provides an easy-to-use guideline for building custom-branded Apps in as little as one day. All you need is a great idea and the App SDK by your side.
Event Trigger Block
The Event Trigger Block intelligently interprets conversations to track customer actions, like purchases made from a proactive message or product recommendation. It also supports a speedy and contextual hand off to your human agents when needed.
Security and Compliance
Ada is highly secure and maintains strict compliance with global data privacy and security standards. This includes protecting sensitive personal information with redactions in conversations and in the platform, single sign-on capability, and Version History to track, audit, and undo content changes. Ada also meets GDOR and SOC2 regulations and maintains uptime with clear SLAs to ensure the interaction layer of your enterprise is predictable and presents the best representation of your brand.
Sarah Fox is a scuba-diving, animal-loving journalist turned content marketer. In her career, she’s covered stories on development, written profiles on notable philanthropists, and interviewed celebrities with a passion for giving back. When she’s not producing content for Ada, Sarah’s likely fawning over her dog somewhere in the woods.