Conversational AI platform provider Ada has announced the release of a new product for customer self-service.
Smart Search is a no-code solution that integrates with existing knowledge base content to offer customers new ways of accessing content, freeing up human agents for more high-value tasks. The solution predicts customer needs to suggest relevant articles and answers.
“Our mission at Ada is to empower clients to create valuable brand interactions to grow their relationships with customers and impact business results. We help organizations make intelligent use of the content they have already spent so much time and energy creating,” said Mike Murchison, CEO of Ada.
“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.”
Centralising content from multiple CMS sources into a single location allows for keyword searches, helping to answer customer questions without dedicated answers already existing.
“Ada’s launch of Smart Search is an example of our ML investments toward improved content intelligence,” said Mike Murchison. “We’re focused on making it easier and more intuitive to automate all types of brand workflows. Content intelligence is central to our platform approach and we see it as a way we can help our clients realise value much faster.”
A Conversational AI Unicorn
The news comes on the back of a $130mn Series C round in May, which brought the company’s total funding to $200mn – valuing it at $1.2bn. The round was led by Spark Capital alongside Tiger Global, as well as existing investors Accel, Bessemer, FirstMark, Version One, and Burst Capital.
The company said it would use the funds to grow its headcount and expand globally.
“This investment comes on the heels of a record year of growth and the biggest product launch in Ada company history,” said Mike Murchison. “We are revolutionising the way brands interact with their customers at scale. We enable a new paradigm: the ability to speak to your customers more – not less – as you grow. We will use this new round of funding to accelerate our automation’s impact across every stage of the customer journey, and more than double our team size to 500+.”
