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Ada looks to improve chatbot handoff with AI-powered Ada Glass

To improve chatbot customer experience, Ada introduced Glass to its platform. Ada Glass connects customers with live agents directly within Ada's interface, according to the vendor.

Ada introduced Ada Glass, a tool to assist in the handoff from chatbot to live chat platforms. The vendor claims the new feature, embedded in its automated customer experience platform, will enable enterprises to connect customers to live agents directly within Ada's interface.

With Ada Glass, the vendor's AI-powered chatbot can transfer conversations to any of its live chat platform partners, like Zendesk, Salesforce and Nuance.

Automating live chat experiences with chatbots and virtual assistants reduces the drain on human live agent resources, but also introduces the possibility for interrupted conversations and misunderstandings. A smooth handoff will contribute to overall productivity and customer satisfaction.

Ada Glass brings features that specifically intend to reroute a customer to a live agent as quickly and effectively as possible. Ada Glass enables support teams to escalate a customer to an appropriate agent based on specific needs and interests. The service also enables businesses to prioritize high-value customers, gauged by their service issues, and connect them with a seasoned agent.

Additionally, if a customer has a to wait to be rerouted -- if there's a queue or it's after business hours -- they can chat with the AI while waiting, or they can schedule an appointment with a live agent at another time.

According to the vendor, the introduction of Ada Glass can reduce inquiry volume by up to 90%. Ada also promises other business benefits, including the following:

  • fast integration with live chat platforms without coding;
  • multilingual self-service; and
  • elimination of repetitive questions or administrative tasks for the live agent.

According to Gartner, the chatbot market is making an impact on businesses and is expected to grow. On average, organizations reported a 70% reduction in inquiries and overall increased customer satisfaction. By 2020, 25% of customer service operations will integrate chatbot technology.

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