Ada, the leading AI-native customer service automation company, has announced a significant milestone: its AI Agent, powered by Microsoft Azure OpenAI Service, has saved over 2 million hours of human labor for its customers. Organizations using Ada’s AI solutions are now automatically resolving over 80% of customer inquiries across various channels and languages, showcasing the transformative potential of generative AI in customer service.

1. Key Achievements and Metrics

• Human Labor Savings: Over 2 million hours saved across multiple enterprise customers.
• Top-Performing AI Agents: Achieving over 80% automated resolution rates.
• Enhanced Multichannel Support: Automates inquiries via messaging, email, phone, and more.

Quote from Leadership:
"Our improved capabilities have enabled us to support more channels and deliver exceptional results for our customers," says Mike Gozzo, Chief Product and Technology Officer at Ada.

2. Strategic Partnership with Microsoft Azure

• Azure Marketplace Availability: Ada’s AI Agent is now available in the Microsoft Azure Marketplace, making it easier for enterprises to adopt and integrate the solution.
• Seamless Integration: Onboard Ada’s AI Agent with existing knowledge bases and data platforms.
• Microsoft’s Endorsement:
  • Mike Gaal, Digital Native GM, Americas: "The business value Ada provides by leveraging AI is transformative. We’re excited about Ada’s success in the Azure ecosystem."

3. Business Benefits of Ada’s AI Agent

• Rapid Time to Value: Begin resolving customer inquiries from day one using existing help center content.
• Extensibility: Easily integrate Ada with your tech stack and automate complex tasks.
• Ease of AI Management: Use intuitive tools to refine and optimize AI performance continuously.
• Scalability: Deploy one AI Agent across channels like messaging, social media, in-app, email, and phone, supporting multiple languages.

4. Success Story: monday.com

• Results Achieved:
  • Automated resolution of 50% of customer service tickets.
  • Reduced reliance on external support teams.
  • Reallocated cost savings to strategic initiatives.
• Leadership Insights:
  • Ronen Partizky, Senior Product Manager and CX Lead, monday.com: "Ada has transformed our customer service operations, allowing our in-house team to focus on strategic challenges while continuing to deliver the superior experience our customers expect."

Ada’s partnership with Microsoft Azure and its transformative AI capabilities are setting a new benchmark for customer service automation. With unparalleled efficiency, seamless integration, and scalability, Ada’s AI Agent empowers enterprises to enhance service quality while achieving significant operational savings.