Automated customer support continues to be top a priority for businesses across industries. According to Forrester Research, in the next year we should expect investment in AI to increase by more than 300%, with 80%+ of companies planning to adopt AI as a customer service solution by 2020.
To keep up (and exceed) the expectation of today’s customer, it’s important for companies to invest in an intelligent self-serve solution. However; it’s just as important to ensure the automation is strengthening, not hindering, the human experience for both the agent and the customer.
While our clients use our platform to build a chatbot that can take on tasks once done by a an agent, like checking account balances and topping-up data, some requests will always require human support. That’s why we integrate with live chat platforms, like Zendesk, so businesses can deploy powerful support that combines our AI automation with Zendesk’s live agent experience.
In fact, we’ll be joining Zendesk’s Relate conference next week to demonstrate how we’ve designed an integration that instantly connects a customer with a live agent directly within Ada’s chatbot. The agent also receives the full chat transcript, so they can help the customer immediately without repeat questions or delay.
If you’re attending Zendesk Relate feel free to stop by to discuss how we can help your team generate rapid time and cost savings results, or reach out here for a demo to learn more about how we can integrate with your existing live support platform.