Ada

Using GPT-4 to deliver a new customer service standard

Ada identified a significant challenge in customer service: traditional metrics often prioritized containment rates over actual resolution rates, leading to suboptimal customer experiences. To address this, Ada implemented GPT-4, utilizing OpenAI's models and APIs to enhance its AI-native customer service platform. This innovative approach focuses on automatically resolving customer queries with high accuracy, resulting in a remarkable increase in resolution rates from 30% to as high as 60% for existing customers, with top performers exceeding 80%. Furthermore, the system achieved a 90% agreement with human assessments on conversation resolutions, positioning Ada to aim for a 100% resolution rate in the near future, ultimately transforming customer service standards.

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