Automated Customer Experience Platform Ada Bolsters CCaaS Business in Channel

You might not have heard of Ada, but it’s possible you’ve used the automated customer experience platform. Ada’s conversational AI technology is utilized by hundreds of companies, including some of the biggest: Facebook, Samsung, Zoom, Square and Verizon, to name a few.

Ada’s capabilities allow companies to personalize brand interactions, helping them prioritize the customer experience (CX).

In October, Ada entered into a supplier agreement with Telarus, the largest privately-held technology solutions brokerage. Thousands of Telarus partners sell CCaaS and focus on next-gen technologies, making it an obvious partnership, said Ada.

Ada’s Nick Stocking

“It was an easy decision to work together,” said Nick Stocking, senior channel manager, strategic alliances at Ada. “[Telarus’] regionalized support model gives us access to consultants who have accounts across the globe.”

The Telarus agreement is not Ada’s only foray into the channel, as it worked with some strategic TSBs/TSDs. However, this new partnership is a signal that the company is making its mark with channel organizations.

Ada Channel History

More than a year ago, Ada tasked Nick Stocking with establishing the company’s referral channel program with CCaaS consultants. The company is on track to have over 80% of its business with the channel in 2023.  As companies tighten their spend on customer support, they are showing great interest in automation strategies that scale. Organizations are leaning on consultants to find the right solution that proves an ROI the quickest.

In this interview with Channel Futures, Stocking discusses the technology behind the brand, Ada’s competitors, as well as what were the motivations for entering the channel. In addition, he maps out the company’s goals for the year ahead.

Channel Futures: Let’s get started with a very basic question. What is Ada?

Nick Stocking: Simply put, Ada is an automated brand interaction platform that’s composed of digital, virtual agents and voice bots that are powered through conversational artificial intelligence. Our claim to fame is being able to resolve 30% of the support inquiries within 30 days and 80% once fully implemented.

Also, we try to stay away from the word chatbot because there are so many bad ones out there. They aren’t good at resolving as many inquiries. They’re very simple, answering just a handful of basic FAQs. You’re on your own from there. Really, you have to go and figure it out yourself. Most contact centers are built in such a way that they try to talk to their customers as little as possible.

For the rest of the interview, see the slideshow above.