“Upskilling” is an established practice in call centers that involves training human contact center agents on new sales or resolution skills, new products or services, or any other change to the business that requires new knowledge. As companies rely more heavily on virtual agents, however, it’s important to remember that AI-based agents need upskilling, as well. (Responsible training models and upskilling in tandem, of course.)
So, AI-native customer service automation company Ada recently announced a series of management and coaching capabilities that upskill its AI Agent and help businesses increase automation rates.
Ada launched its AI Agent for customer service, powered by the Ada Reasoning Engine, in 2023. As a result, CX businesses are now "successfully resolving more than 70% of their support interactions with minimal human intervention," according to the company.
New tools available to Ada users include:
Enhanced skills development: Ada learns from the same resources that human agents use to get up to speed, connecting to web pages and help centers with a single click to answer support inquiries automatically. And while the AI Agent can already take actions in other business tools via smart integrations, Ada demonstrates that it will be able to help customers using any business system, with no code or API required, by using machine vision to navigate through apps just like an agent would.
Improved compliance: Updates to Ada’s Reasoning Engine make it easier for businesses to describe processes for solving complex inquiries, rather than manually build complex and cumbersome scripts. Additionally, new tools for testing and coaching help managers understand what’s going on "under the hood" (so to speak) in order to make continuous improvements and take control where needed.
Cross-channel coverage: With new email automation capabilities and enhanced automated voice communications, Ada’s AI Agents for customer service support AI-powered conversations on all channels for customer communications – in-app, on social media, via chat, ticketing, email, phone, and SMS – and across languages and regions.
“Chatbots — even those powered by ChatGPT — are stuck in the past,” said Mike Gozzo, Chief Product and Technology Officer at Ada. “Ada’s AI Agent is the future of customer service. We’ve made onboarding, measuring and coaching the AI Agent for customer service as familiar and intuitive as managing a human. The new set of capabilities unveiled in our Spring Product Launch level up Ada’s skillset even further and help businesses expand across customer service channels, with better coaching functionality and increased trust in its performance and autonomy.”
Edited by
Alex Passett
