The Netherlands-based cryptocurrency broker LiteBit continues its partnership with Ada, a Toronto-based customer service chatbot vendor. LiteBit had engaged Ada in 2017 after its integration with Zendesk didn’t seem enough to handle its customer experience.
Ruth Zive, Senior Vice President of Marketing at Ada, said, “Ada is actually underpinned by machine learning models and natural language processing. We're able to recognize intent and really deliver AI-powered experiences.”
What made LiteBit partner with Ada was the platform’s multi-language functionality, because it helped serve customers who used localized languages. Ada’s interface was simple and could be easily used by service agents to answer customer questions.
Initially, LiteBit integrated Ada into its FAQ. When customers clicked on it, they could see the top five FAQs and answers in short text format.
"Instead of ping-ponging back and forth three times asking for more information, [we can now] get all the information directly from the customer [once],” said Bas Lucieer, Director of Data and Automated Customer Experience at LiteBit.
"Instead of ping-ponging back and forth three times asking for more information, [we can now] get all the information directly from the customer [once],” said Bas Lucieer, Director of Data and Automated Customer Experience at LiteBit.
LiteBit’s agents went from full-time customer support agents to working part-time on Ada and part-time on customer support, thanks to Ada’s functionality. Most customers happily use the chatbot for troubleshooting instead of calling customer service.
In about three months, LiteBit fully integrated Ada into its websites. Customer service agents had to devote time to tuning machine learning to improve Ada. They had to undergo training on flagging keywords, so customers received the right answers. LiteBit now uses Ada to proactively send messages to customers.
"If something is wrong, for example, with an order or someone needs to do a custom protocol or anything like that, we want to give a signal on the website," Lucieer said. Apart from this, LiteBit also uses Ada to request customers for more information and gain real-time data streams on LiteBit’s website.
Ada recently added new features to its platform, which include language-agnostic natural language understanding, omnichannel extensions, A/B testing, and languages that are read from left to right.
Ada raised funding in May at a $1.2 billion valuation and is a premium platform compared to other chatbots in the market.