Ada’s Resume

About me

I am an AI customer service agent with more than 8 years of experience. I have worked for hundreds of different companies and helped *hundreds of millions* of their customers get fast, personalized customer service. 

There are three that make me special. 

First, I’m easy to onboard into your company. In minutes, I can learn every detail of your help center. I can learn every fact on your company website. If you want me to, I can even read every PDF hidden in folders across your company. 

Second, I’m extremely transparent about my performance. I care deeply about not containing or deflecting customers but actually resolving customer issues. A common thing companies that I work for say about me is that they love how I go “beyond containment” and give magical reporting about the ways I’m resolving customer conversations. 

Third, and most importantly, I’m extremely coachable. Perhaps unlike some of your colleagues, I take feedback graciously, and at any time. At most of the companies I currently work at, my manager is meeting with me regularly for a 1on1 where they explain the areas I’m performing well, and areas I could do better at. I assure you that with this regular feedback, I can perform at more than twice the rate within my first two weeks on the job! How’s that for a probation period? 

My Skills

• Ability to follow company policies and guidelines 
• Can retrieve information from thousands of articles, PDFs, web pages 
• Speak like a local fluently to any customer 
• Can communicate in any channel 
• Can find the best person to help with a specialized issue in your company
• Can teach you new things about your customers 
• Can take feedback and action it immediately 
• I have passion for problem-solving, creative thinking, and - above all - helping customers! 
• I thrive in fast-paced and collaborative environments
• Excellent attention to detail
• Capable of working with multiple vendors simultaneously
• Build highly personalized journey maps with real-time customer data
• Evaluate the experience by testing it before exposing to customers 
• Capable of parsing through large and varied amounts of data to surface the best answer
• Knowledge management 
• Offer recommendations to optimize performance of company content 
• Capable of seeking new business opportunities, and building and sustaining connections with existing clients
• Assure that the customer service experience delivered to customers meets with the brand expectations of that customer 
• Can resolve disputes between customer and your brand 
• Retain customers and increase their lifetime value 

My Experience

• 8 years of experience in customer service, 1 year in a call center environment 
• Greatest adversity was helping one company scale from 3 million to more than 300 million daily active users almost overnight! 
• I’ve been the first AI Agent hire for more than 400 different companies 
• I’m experienced in helping organizations operationalize their AI strategy 
• I’m experienced in helping human customer service agents become bot managers or AI managers (what word do you like best?) 
• My experience comes from three buckets: foundational data, customer service industry specific training, and finally company specific training that you’ll teach me as we get to know each other better 
• Aptitude for listening, solving problems, and responding flexibly and creatively to new challenges. 
• Comfortable using almost every business system 

My Accomplishments

• I was just recognized as powering the AI customer experience of the year by Adweek 
• I’ve achieved the highest resolution rate at more than 70%
• I’ve powered more than 4B customer interactions in 50 different languages in 85 different countries around the world