Ada Defensible Differentiator: Sustainable Innovation – d3v-adasales4

Description:

How it Works:

Raised ~$250M backed by tier-1 VCs (Bessemer, Accel, First Mark, Spark)
289 employees supporting 300+ top brands globally, such as Peloton, Weber Grills, and Mars
Dedicated R&D and ML teams, with patented AI/ML technology
Preferred Partnerships with industry leading CX companies (Zendesk, Salesforce, AWS, OpenAi)
- Feature specific enhancements that improved end-user experience
Process ~400k conversations a day

Customer Value:

Increase Revenue:

Support future revenue opportunities within CX via an agile and committed AI-First approach to innovation

Reduce Cost:

Support future efficiency opportunities within CX via agile and committed AI-First approach to innovation

Reduce Risk:

Reduced vendor bankruptcy risk with a well-backed, financially stable company
Improved near and long-term project success through R&D investment and support capabilities

Customer Examples and Defensibility:

Leading Graphic Design Tool | Problem: Valued at $40B, was unhappy with existing bot’s scalability and lack of vision regarding CX transformation. Needed a platform that could automate with Zendesk and improve efficiencies/increase automation while scaling for 10x growth in a short time frame. | Solution: Not only did we meet the immediate requirements, but Ada’s strong investment in R&D signaled that Ada was a partner they could grow with. | Result: Overhauled entire CX and EX journey, quickly achieving a 50% containment rate and growing. Aligned bot to broader content strategy and CMS/tech stack to help improve deflections and customer satisfaction (CSAT).

Trap Setting Questions:

Trap = Sustainable CX Innovation
- Set Topic: Describe the ideal company profile that balances stability with innovation.
- Open Trap: How do you ensure that a vendor can support your long-term CX vision, specifically as it relates to machine learning and artificial intelligence? Describe the importance of healthy R&D investment or proprietary patents?
- Close Trap: Would it be fair to expect those to be part of your evaluation criteria?

Trap = Company Strength
- Set Topic: When thinking about long-term viability of a partnership, what attributes do you look for in a vendor?
- Open Trap: Describe when you took a chance on a company that didn’t have those attributes. What happened?
- Close Trap: How did you ensure your long-term interests were protected?

Trap = Vendor-to-Vendor Partnerships
- Set Topic: What is your most valuable integration you have today?
- Open Trap: How do you ensure that whichever solution you partner with “plays well” with your existing solutions (Zendesk/SFDC/Oracle)? If an integration breaks, describe the impact of a prolonged disruption.
- Close Trap: With your chat experience being the forefront of all customer interactions, how do you ensure you have dependable vendor-to-vendor partnerships?