1079: Meet ADA and The Automated Customer Experience (ACX)

It seems that almost every website now has a chatbot. Some are quite good, but many create more frustrations than they solve. Meanwhile it has been reported that we all spend 43 days of our lives waiting on hold. I wanted to get a company that stands out from the crowd in this area, and it didn't take long for me to find the perfect guest. Ada, the market leader for Automated Customer Experience (ACX), is disrupting the customer service sector with a fundamentally new approach that brings an automation first strategy to drive cost savings and improved CSAT. Ada replicates manual behavior with machine learning freeing up expensive agents to pursue more meaningful, urgent tasks on behalf of customers. With Ada's transformative approach to customer service, businesses are evolving their customer service departments from cost centers into profit centers. Air Asia is an excellent example of the power of Ada's automation first strategy. They fly 100 million passengers per year and used to struggle with customer support wait times of more than one hour. Within 30 days of launching Ada, the wait time for customers is now less than one minute. AirAsia is now generating millions in annual revenues because they've automated meal plan purchases, ticket changes, and more. In 2019, Ada was also included in Gartner's Competitive Landscape: Virtual Assistant Platforms, Worldwide and recognized as one of the leading vendors leveraging linguistics, machine learning, and knowledge programming to create conversational user experiences. I invited Ruth Zive, Ada's head of Marketing, on to this daily tech podcast to learn more about how Ada is transforming how people work and how businesses design their customer service organizations.