SOLVE IT STORIES SOLVE IT STORIES The Successful Outcome Prior to implementing Ada on the BlueJeans website, the company’s support channels included live chat, portal case creation, and phone support. With Ada, customers quickly adopted the chatbot as a new “Seventy-two percent of our users form of support. who chat with Ada don’t escalate to a live agent. As a result, we’ve Implementation reduced our first response time for • BlueJeans implemented Ada common customer questions complex questions that need to be across its support and pricing while making it easier and passed on to a human agent.” webpages as the first point faster for prospects to reach ZACHARY BOSIN of contact for prospective and a sales representative. VP, Product Marketing, existing customers, naming • BlueJeans was intentional BlueJeans the chatbot Denim. It was about the personality of its so successful that Ada was bot. Denim was designed to also added to its trial and be chipper and friendly, in line product pages. with BlueJeans’ brand and the • Using Ada’s no-code builder experience a customer should interface, BlueJeans created expect from BlueJeans’ human automated conversational flows representatives. in Denim to resolve the most Integrations and setup • Salesforce Live Agent: Ada • Salesforce Community: facilitates a warm transition BlueJeans’ customized to a human agent when more proactive messages on help is needed on either popular knowledge base a support or sales inquiry. articles, serving up top tips • Service Cloud: for customers to self-serve. When needed, Ada generates • Ada has been integrated with cases in Salesforce that are the BlueJeans status page to populated with customer proactively notify users of new details to assist agents with or updated postings. faster resolution. Customers with open cases can request Ada to look up the case status and provide a direct escalation to a BlueJeans agent.