Toronto-based Ada announced it is integrating its customer service chatbot with San Fransisco-based Zendesk, a customer service and engagement platform.
Zendesk Chat has developed an open and customizable chat platform that can integrate with other bots like Ada to allow businesses to use AI to augment their customer interactions.
The integration will leverage Ada’s AI technology to train chatbots to complete simple tasks and identify when users need to be transferred to live customer service agents. Ada said that when complex or sensitive issues arise, the chatbot will direct users to a customer support representative, who will be provided with the complete conversation history.
“Our joint chatbot solution helps bring significant value to customer-centric businesses by letting them accelerate responses to simple inquiries.”
“As customers become more familiar with bot experiences across platforms, the need to enable a more fulfilling self-service experience is paramount for us. Frustrating interactions for a customer lead to a less beneficial engagement with a live agent, and often results in duplicate conversations,” said Mike Murchison, CEO of Ada. “We look forward to our continued partnership with Zendesk to better serve customers at any stage in their lifecycle by providing seamless, pleasant conversations. This is the new wave of customer service and we are proud to power it.”
Ada said that its clients using the integrated platform through an Early Adopted Program have been able to address specific business challenges, and seen reduced customer wait times and reduced volume of inquiries.
“We’re very excited to have Ada as one of our first chatbot partners,” said Astha Malik, VP of platform at Zendesk.”Our joint chatbot solution helps bring significant value to customer-centric businesses by letting them accelerate responses to simple inquiries for better first response times, and helps human agents become more efficient by allowing them to prioritize the more complex issues.”