Ada Defensible Differentiator: Extensible Platform

Description:

• Take action by integrating across business systems and channels

How it Works:

• Integrate across channels (web, social, voice) to automate more conversations and integrate across business systems to address more action-based resolutions (i.e. WISMO & returns)
  • Gain immediate access to your business systems with out of the box integrations
  • Browse an open marketplace of third party, Ada-verified apps
  • Allow business users to own and support integrations
• Seamlessly integrate into existing or newly adopted technology to provide a unified customer experience
  • Build custom apps that provide bespoke front-end experiences
  • Resolve inquiries in the appropriate channels without the need of a ticket or agent
• Powerful out of the box development tools for dynamic and customized workflows, unique to your customers’ needs
• Extend Ada into existing data pipelines for complete insights and analytics across your CX organization

Customer Value:

Increase Revenue: 

• Personalized interactions and rich CX drive higher CSAT, and lower customer effort (CES) resulting in increased retention

Reduce Cost: 

• Reduce total cost of ownership (TCO) by reducing need for technical resources
• Accelerate time-to-value by reducing need for customizations
• Rationalize automation vendors across messaging and voice channels

Reduce Risk:

• Supports security protocols with Ada-verified third-party integrations
• Project failure risks are reduced through business ownership of end-to-end CX
• Technical resources maintain focus on core initiatives versus integration management

Customer Examples and Defensibility:

• Indigo | Problem: Expanded order fulfillment and delivery network made it challenging to get a timely, centralized view of delivery performance and issues across the country at any time. | Solution: Ada’s partnership with Project44 enabled access to order tracking via a WISMO integration | Result: Within six months, realized $150,000 in customer service staffing savings as 30,000 customers used self-service tools, rather than agents, to check their package status.
• DAZN | Problem: Previous bot vendor was unable to integrate with legacy in-house tech stack, leaving data unavailable. | Solution: Ada’s ability to easily integrate into in-house built systems allowed them to access data, driving a personalized action-oriented experience. | Result: 7.5x improvement in resolution and 21% increase in CSAT.
• AirAsia | Problem: Support hours were limited to APAC time zones and guests were forced to wait 45-60 minutes to reach an agent—putting the brand’s reputation at risk. | Solution: Connecting Ada with the brand’s back-end system allowed customers to self-serve and check flight updates, book flights, and update passenger information. | Result: 75% of interactions solved without a live agent, leading to less than 1 minute avg. customer wait times. All voice call centers were closed by the end of 2019 and new channels including Facebook Messenger and WhatsApp were added. | Quote: “Our chatbot is capable of handling up to 25,000 individual queries per second, 24 hours per day, allowing our passengers to get an immediate response” - Head of Customer Strategy

Trap Setting Questions:

• Trap = Ease of and Scope of Integration
  • Set Topic:  When I bring up the term integration, does that excite you or terrify you? Why?
  • Open Trap: Describe your efforts with integration in the past. The vision of your automation strategy depends on your ability to integrate with data sources. Where does your data live, and what do we need to integrate with to deliver optimal customer experience?
  • Close Trap: Understand that most vendors say they can connect to anything. How do you ensure that they can do what they say?

• Trap = Build Once and Deploy Across Messaging and Voice
  • Set Topic: How do you imagine applying automation across both messaging and the phone?
  • Open Trap: How do you ensure your automation team has the capacity and expertise to build across these channels?
  • Close Trap: If the automation approach was similar and reusable across channels, how would that impact this projects success?

• Trap = Action-Based Automation
  • Set Topic: What type of repeated customer interactions require your agents to access back-end systems (i.e. WISMO)?
  • Open Trap: How do you ensure you don’t miss opportunities to apply automation to these inquiries? What would it mean to your customer experience and/or costs if these types of use-cases could be intuitively automated?
  • Close Trap: Which specific business systems would require integration in order to make that happen?

• Trap = Integrations and Change Management
  • Set Topic: Tell me about the tools your team uses within the CX organization. When your team logs in to start their day, where do they go?
  • Open Trap: Describe the implications of adopting a new chat interface. Tell me how this impacts your agents, IT team, and/or customers.
  • Close Trap: Describe some factors that would minimize the disruption and improve experience …

For more information, check out this Sales Play: https://ada.highspot.com/items/63ead307786d14a9bb5456d4?lfrm=shp.0