Ada, the market leader in Automated Customer Experience (ACX), today announced the launch of Ada Glass, which provides seamless customer handoff from Ada’s AI-powered chatbot to live chat platform partners including Zendesk, SalesForce, and Nuance. A new feature of Ada’s ACX platform, Ada Glass enables enterprises to instantly connect customers with live support agents directly within Ada’s chatbot interface.

Ada Glass allows customer service teams to escalate a customer to the most suitable agent, based on their specific needs and interests. Most notably, with Ada Glass, businesses can focus on high-value customers by prioritizing their service issues and connecting them with the most seasoned agents for immediate assistance.

With Ada Glass, when agents are busy, the customer can interact with the chatbot while waiting in a queue for support. After business hours, the customer receives a personalized message to schedule the next available appointment with a live agent.

“After introducing Ada Glass to our existing support experience, we’ve been able to reduce our inquiry volume by 90%,” said Bas Lucieer, ACX and Business Intelligence Engineer at “When an agent is required, we now trust Ada to provide them with a seamless transition from chatbot to human – creating the best of both worlds for both our customers and agents.”