Ada – Bridging the Digital Divide Between Brands and the People Who Love Them

In the past, a brand was something concrete and much more literal. It began with cattle ranchers branding cattle to signal ownership. So in its origin, a brand was simply a name or image associated with a product. In 2022, a brand is something much bigger. It’s not just a name, logo, or slogan. It’s not just about marketing or advertising. It’s the sum of every interaction you have. It’s how you’re perceived as a whole, out in the world, and how you make people feel. Your brand is a set of values reliant on the team unified around those values. It’s a voice with a consistent tone. The most impactful way for brands to let those values and their voice shine is at that magical moment of interaction — when a person reaches out to engage with you, hoping you will live up to the brand you promised to be. At work and in their personal lives, people expect their interactions with brands to be instant, consistent, and relevant. When these expectations aren’t met, customers quickly take their business elsewhere, and employees become frustrated and less productive. It all levels up to the overall brand experience. These points of interaction are your greatest opportunity to deliver a VIP experience to your customers, prospects, and employees — in a way that not only makes them feel valued and assures them they’re being heard, but in a way that delivers on your brand promise.

Ada is the brand interaction platform that helps you purposefully automate conversations with each customer and employee, saving costs and growing revenue without betraying the brand you promised to be. With Ada’s technology, each customer and employee can receive a VIP experience that’s personalized, proactive, and accessible — no matter who they are, what channel they prefer, or what language they speak. The company is named after Ada Lovelace, widely regarded as the world's first computer programmer and a true reflection of the company's values. Her legacy inspires them to push the potential of machine learning and to promote greater equity and diversity in and outside of Ada.

The Brand Interaction Platform for Everyone

No-Code Platform: Ada’s no-code platform puts automation in the hands of the teams who know the brand best — marketing, sales, and support. Non-technical teams can completely own the automated brand interaction strategy, and create smart, proactive, two-way engagement that drives revenue, boosts conversion, and creates happy customers for life. Connect Ada with your existing CRM, ticketing, and order tracking systems. Then proactively trigger answers based on events in these systems to engage customers with tailored offerings. A digital transformation is underway and clients no longer want to pick up the phone to interact with a brand. Handover, one of Ada’s proactive channels, deflects high-volume expensive calls away from IVR to one of the highest engaged channels, SMS. With Handover, brands can deliver personalized experiences that increase customer satisfaction and revenue-generating opportunities while freeing up agents' time to focus on more complex, higher-value interactions.

Conversational AI: Ada offers proprietary Natural Language Understanding (NLU) capabilities that instantly recognize what your customers or employees are asking about with near-human understanding. Ada’s NLU engine combines multiple machine learning models specializing in analyzing text to understand intent and context in over 100 languages, even when the conversation includes jargon, typos, and incomplete sentences. Predictive suggestions anticipate what customers or employees are going to ask before they even finish typing; when they begin writing their question, they are provided with a list of potential questions and actions that Ada can resolve. This reduces the time and effort to resolve their inquiry, but also guides them to phrase their questions to receive a more relevant and accurate response.

Real-Time Analytics: Build more valuable interactions and inform the development of future products and services with Conversation Topics. Use keywords and phrases to define topics, identify trends in customer interactions, and track performance over time with out-of-the-box reporting. Track actions on your website, both inside and outside of conversations. You can use Events to track when customers complete a checkout, click a link, take a specific action, and more. This gives you a good overview of how Ada is getting you closer to your goals. Run experiments, track results, and optimize the chat experience for desired business outcomes. Test reactive and proactive messages, campaigns, and answer flows.

The Leader Upfront

Mike Murchison is a co-founder and Chief Executive Officer of Ada. He is a company-building aficionado. He never shies away from a learning opportunity, and he’s a fierce competitor in the space of AI and the customer experience (and Mario Tennis evidently, where he ranks in the top 50 players)

"We’re helping brands live up to their promises, and we’re looking for people like you to take that vision further."