Ada

What it does

Ada reads the help centre you already have and answers repetitive questions in the customer's language, across chat, email and in-app. It is sold on resolution rate rather than seat count, which is a different contract from most support tools.

The ceiling is the quality of the articles behind it. A stale policy page produces a confident, fluent, wrong answer — the same failure mode as any retrieval system, but here it reaches customers directly.

Standout features

• Answers from existing help centre articles
• Multilingual replies without separate macros
• Rule-based handoff to a human agent
• Resolution-rate reporting

Main job: turn an existing knowledge base into a self-service front door with a clean path to a human.

Best for

Use it when support volume is mostly the same twenty questions in several languages and you want fewer tickets, not a bigger team.

Getting started

Connect the help centre, map the top twenty intents to articles first, then write the escalation rules before switching traffic on. Check the resolution report weekly for questions that keep falling through.

Watch out for

Watch out: stale articles are worse than no bot, because the answer sounds certain. Keep one person owning the knowledge base, and never let it invent shipping dates or refund amounts.