Data Protection and Privacy at Ada


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Ada will be GDPR compliant before it comes into effect May 25, 2018, ensuring that our clients can provide appropriate data security for their customers. We’re committed to maintaining the highest standards for privacy and security with every product and service offered—now and in the future. What is GDPR? The General Data...

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How a dating app saved agents 3 hours a day while improving customer experience


		 		Coffee Meets Bagel logo

The online dating world has a reputation for being both superficial and disappointing, yet it’s often the only way for singles to meet potential partners. The founders of Coffee Meets Bagel (CMB) saw this frustration and knew they could do better. So, they developed a dating app that would create...

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6 Ways Chatbots Boost Customer Experience to the Next Level


		 		5-star customer experience

At a time when most companies are either investigating artificial intelligence (AI) for their business or already applying it, the chatbot is one solution in the spotlight. A recent report from the research firm Gartner estimated that about 25% of customer support operations will be using virtual assistants or chatbots...

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Why Chatbots Need to Prioritize the Full Customer Support Journey


		 		Chatbot conversation

What’s worse than waiting in a customer service line and repeatedly getting the “all agents are busy but please continue to hold and thanks for your patience” message? Not being able to get in that line in the first place. The Australian telecoms company Telstra came under fire recently after launching...

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Type Less, Act More: How to Make International Women’s Day More Than a Hashtag


		 		The ladies of Ada Support at the SheEO Summit in Toronto

March 8th marks International Women’s Day (IWD), a day set aside to celebrate the incredible accomplishments and milestones women have achieved, acknowledge the barriers that still exist in the pursuit of gender equality and, perhaps most importantly, push for solutions. The hashtags (#IWD2018, #internationalwomensday, #PressForProgress and more) are already trending...

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What is Artificial Intelligence (AI)?


		 		Version of the creation painting by michelangelo, with human hand reaching out to touch robot hand

Admit it. When you ask Siri a question and she gets the answer right, there’s a part of you that smiles, marvelling at the thought that you just had a conversation with a machine. And she—not it—understood you. Even though Apple introduced their voice activated virtual assistant in 2011, it stills...

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Year In Review

On February 6th 2016, Mike and I set out to reduce the cost of providing customer support at scale. We’re solving this problem by combining the best machine learning technology with the best live chat experiences. With the end of the year nearing, I thought I would take some time to...

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A Friendly HAL: How AI May Make The Future of Work More Inclusive

“The future cannot be predicted, but futures can be invented. It was man’s ability to invent which has made human society what it is. The mental processes of inventions are still mysterious. They are rational but not logical, that is to say, not deductive.” ― Dennis Gabor, Inventing The Future It...

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Introducing Multilingual

Today, we’re releasing a new way for your international customers to get help through your Ada-powered bot and we're calling it Multilingual. With Multilingual, your bot can translate your English answers into 104 different languages automatically. For customers that want even more control, we've created the ability to add language-specific answers. Our...

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Announcing our Funding and our Roots

Today I’m excited to announce that Ada Support has raised a 2.5M Seed round led by Bessemer Venture Partners with the continued support of Version One Ventures. Customer support teams use Ada to provide 24/7 automated chat support which reduces time spent on common customer questions by 70% or more....

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Editable Quick Replies

This one has been a long time coming. You can now edit the content of Quick Reply Buttons inside of the Response they belong to. Here's how it works: You can still edit how you want the Quick Reply Button label to appear across all references to it, but this new...

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Multiple Platforms

Our team is thrilled to finally have a place in the app to manage your platforms*. You can take a look at the all new platforms view in Settings > Platforms in your app. We also built a multiple platform deployment system that allows you to put your bot on SMS,...

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Shuffle Messages

We just introduce a new Answer Message type called "Shuffle". Shuffle allows you to specify a few different ways of saying the same thing. When the Shuffle Message is activated in an Answer's flow, it will pick one of the variations at random, provided it wasn't the last one that...

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New Design System

We're excited to announce a redesign of most of our app. It's no where near finished, but it marks a step in a direction we have planned that's going to make it even more simple to manage your Ada Support bot. Here's a list of the specific changes we made: Responses...

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Bug Fixes

We recently pushed a new version of our API's Message model which introduced a couple minor bugs. We're happy to announce we resolved all of them. Here's a list of what was fixed: After a conversation capture session, we would not train the original question if we received negative feedback on...

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Links and History

We're excited to announce that our app now supports linking to most things. This means you can now share links to responses, conversations, settings and more - right from the navigation bar in your browser. This change also means you can use your browser's back and forward button to go back...

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Password Reset and Sorting Responses

We've got a handful of little things we changed around the app that we've been meaning to announce. Take a look! App We have a new colour picker which will allow you to more easily set colours across the app. We added a password recovery and reset form which allows you to reset...

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February 28th Downtime Postmortem

Apology While we are still a small company, our customers trust our APIs and client applications to be available 100% of the time. We strive every day to reach that benchmark and in turn, your trust. We are now at a scale where seconds of downtime can equate to hundreds of...

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Handoff Improvements

We just shipped some minor improvements to how your Capture and Handoff flow works and looks: Capture messages won't attempt to capture if we already have the key you're trying to capture. For most of you, this will be 'email' field. Why ask your users for their email unnecesarily, right? In Handoff...

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Conversations Improvements

We just launched a new feature yesterday – the ability to filter conversations by Response. This means you can go into your conversations view and select one of your Responses in the dropdown above the list. This will filter the list to only show conversations that include the use of...

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Better Handoff & Expressions Filtering

Today we launched a much-improved version of our 'Handoff' feature. We have two ways for your customers to make a Handoff to your human customer support agent from your Ada bot. The first (and older) way is by using your Ada Support Form. The new (and much better) way is...

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Autofill

We're happy to announce a new update to conversations that we're calling 'autofill'. From now on, when someone makes a conversation with your bot, we'll automatically track the browser, language, operating system and more in the conversation and dump this information during Handoff. This should make debugging things simpler for...

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2FA, Log out

We're happy to announce the release of two-factor authentication over SMS. Check out this video which shows how to activate and use it for your account: We've also introduced a log out button in the top right of the app. Logging out will destroy your authentication token so please make sure...

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Release Notes

App Your bot's content management app is now available at yourhandle.ada.support instead of yourhandle.ada.support/app/ .

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Release Notes

API Added the ability to search for expressions that were created when the bot didn't know how to respond (and the opposite) Added 2FA and authentication endpoints Added salting to passwords for extra security Site Released a new version of the site! 🏄 Chat Minor bug fixes galore Embed Our embedded button doesn't accidentally inherit global button styles anymore ...

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