Ada, a Toronto-based tech company valued at $1.2 billion, is spearheading a $100 billion shift in customer service expenditure with its utlisation of artificial intelligence. Founded in 2016, Ada has recently revamped its platform using OpenAI's language models, resulting in a significant improvement in customer query resolution.
Mike Gozzo, Chief Product and Technology Officer at Ada, explained the company's decision to rebuild their product: "We got really excited by OpenAI and what was happening in the industry. In 2022, we decided to go all in and rebuild the product using the reasoning capabilities of LLMs."
Ada's approach marks a departure from the traditional focus on containment rates in customer service. Instead, the company has developed a new metric called "resolution rate," which measures how effectively customer inquiries are resolved without human intervention. This shift in focus has led to dramatic improvements in customer satisfaction and operational efficiency.
The company's previous system achieved a 70% containment rate but only a 30% resolution rate. With the implementation of OpenAI's technology, Ada's customers are now seeing resolution rates of up to 60%, with top performers exceeding 80%. "From one technology to the next, we've doubled the amount of conversations we can automatically resolve with a great experience," Gozzo stated.
Ada's AI Agent utilises a multi-agent configuration powered by OpenAI's API. This system processes customer inquiries through multiple iterations of OpenAI's models, analysing the question, reflecting on it, invoking tools, and incorporating knowledge to generate comprehensive answers.
The decision to partner with OpenAI came after rigorous testing of various AI models. Ada found OpenAI's offerings superior in terms of inference quality, latency, and fine-tuning capabilities. Notably, OpenAI's GPT-4o model has shown significant improvements in real-time reasoning and overall quality.
Looking ahead, Ada aims to achieve a 100% resolution rate, a goal that seemed unattainable just a few years ago. "Now, 100% resolution is a when, not an if," Gozzo confidently stated. The company plans to enhance the transparency of its product and increase customer control over the AI agents in the coming year.
Ada's success with OpenAI's technology has broader implications for the customer service industry. Enterprise clients are increasingly embracing AI strategies, viewing automated resolution as a viable and efficient solution. The partnership between Ada and OpenAI is driving innovation in the field, with both companies sharing a sense of excitement and curiosity about the future of AI in customer service.
The shift towards resolution-focused metrics and advanced AI integration suggests a transformative future for customer interactions across various sectors.