AI Voice Agent (IVA) — Intelligent Virtual Agent
Voicebot handling inbound calls autonomously through IVR — resolving common inquiries like account status, order tracking, password resets, and policy questions without transferring to a human agent. The same AI knowledge base powering chat and email also powers voice, so resolution logic is consistent across channels.
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AI Email Agent
The same AI brain that handles chat and voice also manages email — reading inbound emails, identifying intent, and responding with accurate, contextually appropriate answers. Email volumes that previously required significant agent time can be resolved autonomously, with escalation to human agents for complex or sensitive cases.
Proactive Website Engagement
Trigger conversations proactively based on visitor behavior — time on page, exit intent, specific URLs, or cart abandonment. Proactive engagement converts passive website visitors into conversations before they leave, driving higher conversion rates and capturing support questions before they become support tickets.
Smart Escalations — Seamless Human Handoff
When a conversation requires human intervention, Ada hands off with full context: the complete conversation history, an AI-generated summary, and captured customer data. Agents start with everything they need — customers never repeat themselves. Smart Escalations are designed to make the human handoff invisible to the customer and efficient for the agent.