Ada’s expanded integration strategy with Salesforce brings the power of accessible AI to the broader market and organizations seeking a best-in-class, automation-first approach to CX

Ada, the market leader in Automated Customer Experience (ACX), announced deeper integrations with Salesforce to help organizations benefit from an automation-first digital strategy that makes it easy to create personalized customer experiences at scale.

Ada’s automation capabilities now synchronize with Salesforce Live Agent, Service Cloud, and Sales Cloud. Ada’s conversational AI, alongside Salesforce, provides personalized, automated interactions that drive self-service behaviors and instant resolution. When human support is needed, Ada seamlessly hands off to sales or support representatives in Salesforce via Live Agent, creating a case or creating a lead.

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With Ada’s AI-powered, personalized chatbot platform, businesses can automate more than 80% of customer inquiries and boost live agent productivity, improving the overall customer support experience while saving millions in support costs.

“We chose Ada with Salesforce because Ada learns on its own, has easy-to-use reporting to quickly see where we aren’t meeting customers’ needs, and was purpose-built to provide the great automated customer experience that our customers deserve and want” says Bernie Leas, vice-president of operations with Balsam Brands, an online seller of artificial Christmas trees based in California. He said since Balsam started using Ada in 2018, the number of live customer chats has dropped by 50 to 60 per cent, and the company has identified ways to make its website more user friendly.

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“Customer service is arguably the most important competitive advantage. In today’s digital world, companies should be talking to their customers more, not less. But we have found, increasingly, and because of COVID-19, this is prohibitively expensive for companies to achieve as they grow. A human-first approach is not scalable. By contrast, with Ada, businesses can deliver exponentially more meaningful customer interactions at scale, without incurring the skyrocketing costs of growing headcount and software licenses,” said Ada co-founder and CEO Mike Murchison. “Innovative, market-leading companies like Zoom, Aeropost, and Air Asia use Ada alongside Salesforce to deliver a meaningful, scalable automation-first customer experience.”

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