Leading Telco automated 2M+ conversations in 1 year

As Canada’s fastest-growing national telecommunications company, Ada’s client was committed to exceeding the mounting expectations of 13 million+ customers.

The challenge

With a customer service strategy that relied on live support alone, the telecom brand was struggling to provide timely response to the 30 million yearly inquiries received across its website, app, and call centres.

The brand knew AI-powered automation was the key to addressing its pain points, and created one of the world’s first-ever ‘Automated Customer Experience’ (ACX) departments, made up of customer service professionals dedicated to improving both their organization’s customer experience and bottom line through automated support.

To continue setting the standard for excellent customer experience, the ACX department required an enterprise-grade, scalable solution that would reduce customer effort, boost agent productivity, and save on overhead cost.

Before Ada:

• Increasing customer wait times
• Repetitive, low-value tickets stalling agent productivity
• 9 A.M. - 5 P.M. live support hours
• Basic payments and upgrades requiring live human support

Automating with Ada

Drawn to its ease-of-use and speed to deployment, the ACX department turned to Ada with high goals and tight timelines to decrease customer effort and boost agency productivity.

In just a month, the ACX department used Ada’s easy-to-use platform to build and launch a 24/7 chatbot as the frontline of its customer service. Available across the telecom’s website, app, and call centre via SMS, Ada cuts agent interactions in half by automating both answers and actions across the customer journey.

By connecting Ada with the brand’s back-end, customers can use the chatbot to:

• Check and change account details
• Switch to paperless billing
• Track and top-up data usage
• Upgrade plans and devices
• Purchase wireless roaming packages
  

Ada’s transformational results have allowed the ACX team to set new standards for how AI is leveraged across the customer journey. The team’s success has set the foundation for the telecom brand to further implement Ada’s automation on an even wider scale, across all customer touch-points.

After Ada:

• 24/7 instant assistance to global customers
• 45,000 hours of customer wait time saved per month
• 50% of interactions resolved by Ada
• $500,000 of new revenue in 1 year

Driving new revenue with automated actions

Ada’s automation is uncovering hundreds of thousands of new revenue by engaging customers with personalized upsell and cross-sell opportunities specific to their customer journey.

Providing multi-channel engagement

Ada lets the telecom reach new customers outside of their live agent hours by launching 24/7 personalization automation across not just one, but three sought-after communication channels.

Streamlining the chatbot to live agent experience

By integrating with the telecom’s live chat software, Ada seamlessly routes the customers from chatbot to a live agent, when requested. The agent is provided with the chat transcript to assist the customer immediately.

Empowering a non-technical team

Ada removes the telecom’s archaic reliance on IT and in-house developers to manage the automated experience. Instead, members of the ACX department—non-technical CX professionals—can use Ada’s platform to build a chatbot with deep levels of personalization.

Customizing every engagement

After signing-in and authenticating to their account, customers are engaged with proactive and reactive chatbot content that reflect their personal information, interests, and intent.

Protecting customer privacy and security

Ada meets the telecom’s high security standards and strict privacy policies. With Ada’s privacy feature, anytime a customer shares credit card information the digits are immediately scrubbed-out in the chat.