Conversational AI platform provider Ada has released new platform enhancements aimed at helping companies more easily connect with customers on their terms.
Among the new features is a language-agnostic natural language understanding model, intended to improve intent recognition for multilingual customers – allowing them to interact with bots in local languages – without requiring training in all languages supported.
Other features include:
- Support for right-to-left languages such as Arabic and Hebrew
- New omnichannel extensions enabling deployment of conversational AI on platforms including Facebook Messenger, WhatsApp, SMS and Instagram DM
- A/B testing
“Customers today don’t actually want an ‘experience’; they want brands to deliver against their promise – they want to interact with brands and have their needs met,” said Ruth Zive, Senior Vice President of Marketing at Ada. “At Ada, we’re looking forward to bridging the divide and bringing brands closer to the people who love them.”
Ada said it was also partnering with contact centre leader Talkdesk on handoff use cases from channels such as email tickets and live chat to the contact centre.
“With the addition of Ada to Talkdesk AppConnect, businesses can now quickly and easily integrate best-in-class automation-first AI chatbot technology into their contact centre solution to further enhance the experiences they provide their customers while leveraging those experiences to create a competitive advantage,” said Robert Gavin, Vice President of Alliances and Technology Partners, Talkdesk.
The news comes as the use of AI in the contact centre continues to blossom. According to Metrigy, by the end of 2020, 33% of companies had implemented virtual assistants, with another 34% planning to do so in 2021.
Earlier this year the company launched a self-service smart search solution which predicts customer needs to suggest relevant articles and answers.
“Smart Search will further enable enterprises to quickly transform and scale their digital operating models, meeting customers where they are, no matter the channel, and providing them with all the information they need in one place, leaving no question unanswered,” said Mike Murchison, CEO of Ada, at the time.
