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May 10, 2024

Avaya Ada: Revolutionizing Customer Service with Generative AI

Avaya Ada: Revolutionizing Customer Service with Generative AI

Russ Brookes

Director, Services – AI & Knowledge Management, Process, Data

Avaya has always been a pioneer in leveraging cutting-edge technologies to deliver exceptional experiences and was an early innovator in the AI space with a rules-based assistant. Now, we are proud to introduce Avaya Ada, a new generation of virtual assistant powered by the latest advancements in Generative AI.  It not only enhances our legendary customer support; we believe it can help redefine the very future of customer engagement. 

Avaya Ada harnesses the power of Generative AI to understand, interpret, and respond to customer queries with remarkable accuracy and context. Through extensive training on Avaya's large repository of product documentation, manuals, and knowledge base articles, Avaya Ada has developed a deep understanding of our offerings, and can provide instant, precise, and contextually relevant answers to even the most complex questions. 

The true potential surfaced during our rigorous beta testing phase, and users have been fully impressed by the incredible value and efficiency that Avaya Ada brings to the table. From swiftly resolving obscure error codes to providing detailed, step-by-step guidance on intricate procedures, Avaya Ada has consistently delivered "wow" moments for our beta testers. 

One such moment occurred when an Avaya Business Partner was desperately searching for the steps to perform a patch via the System Management Interface. A single query to Avaya Ada not only produced the exact steps they needed, but also a identified a reference document for further guidance. This level of instant, precise support highlights the power of Generative AI in revolutionizing customer service. 

In another instance, a field technician encountered an error that he could not find in any of Avaya’s existing knowledge bases. Amazingly, Avaya Ada, however, quickly located a closed Siebel case with the same error — even though the original service request pertained to a completely different customer — and facilitated the creation of a ticket to resolve the issue. Avaya Ada's ability to swiftly navigate vast amounts of data and identify relevant solutions is truly game-changing. 

Perhaps one of the most impressive demonstrations of Avaya Ada's capabilities was when a customer required a procedure to bulk upload announcements to an Avaya Aura Media Server. By leveraging Avaya Ada directly from within Siebel, our support team was able to not only provide a solution based on an internal knowledge article, but also adapt the response for customer consumption by fine-tuning the prompts. This showcases the incredible potential of prompt engineering in tailoring Avaya Ada's responses to specific audiences and scenarios. 

These examples represent just the tip of the iceberg in terms of what Avaya Ada can achieve. As we continue to push the boundaries of Generative AI, we envision a future where Avaya Ada becomes an indispensable companion for our customers, partners, and employees alike. From providing real-time troubleshooting and guidance to offering personalized recommendations and proactive support, the possibilities are truly limitless. 

At Avaya, we are committed to staying at the forefront of innovation, constantly pushing the boundaries of what is possible in customer engagement. With Avaya Ada, we are not just raising the bar for customer service; we are setting a new standard for the entire industry. As we continue to explore the limitless potential of Generative AI, one thing remains certain: the benchmark for exceptional customer service is here, and it is powered by Avaya

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