Ada has released a new AI Agent powered by the Ada Reasoning Engine that acts as "the brain" of the agent. The engine gives personalized AI agents problem-solving skills and action-oriented capabilities so they are able to resolve even the most complex inquiries.
The "reasoning" ability is what makes this solution so powerful - it helps AI Agent deliver mindful responses by reasoning through complex questions and working with customers to provide the best possible resolution. In addition, companies can coach the agent the same way they would train a new employee, including onboarding, understanding its performance through transcript review and performance based on clear goals.
"The future is AI that can reason. The AI Agent not only understands what the customer is asking, it figures out the solution path. AI is now capable of breaking down problems into component parts just like our brains do. For every customer inquiry, the AI Agent can reason the next best step and maximize resolution rather than relying on a prescribed workflow. Already, Ada's AI Agent is starting to power experiences that are meeting — and in some cases exceeding — human capability," said Mike Murchison, CEO and Co-founder, Ada.
As the company claims, AI Agent "doesn't have features, it has skills and responsibilities." These include adhering to company policies and guidelines, retrieving information from sources like articles, PDFs, and web pages, and revealing new things about customers. Similarly to human agents, the AI Agent will take on more responsibility over time, based on its performance and the trust it's able to establish. If for some reason AI Agent can't find the resolution at a given moment, it will find the next best person in the company to help with the issue.
Finally, the AI Agent syncs with systems like Zendesk to streamline knowledge management, offers generative actions and has a reasoning log so the agent can see how the Reasoning Engine reasoned before and what to do next.
One of Ada's customers, the money management platform Wealthsimple, experienced a closer connection with their customers as well as reduced operational burden through using the new AI Agent.
"Our AI Agent brings us closer to our customers, reducing operational burden and increasing our automated resolution to help our team think about big picture levers we can pull to create a better client experience," said Paul Teshima, Chief Client Experience Officer at Wealthsimple.
