It has previously used generative AI to create potential responses to customer service inquiries, but a human agent would have to select which reply to send. Ada is now aiming to cut the human out of that process.
Ada has also rigorously tested the technology, he said, even by attempting to push bots to stray into risky conversational territory. “Humans, especially with new technology, are very quick to try to find every backdoor,” Mr. Murchison said. “That’s why we’ve taken the safety component so seriously.”
Companies have made claims about automation for years, said Sean O’Brady, an assistant professor at McMaster University in Hamilton, Ont., who studies call-centre labour. Often, the reality has not lived up to the promises.
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