The Boston Globe boosts customer retention with automation-first CX

Landmark newspaper The Boston Globe increases customer retention and a customer’s lifetime value by using A.I. to power smart solutions to common customer queries. Leveraging Ada’s chatbot and Zendesk, it takes an automation-first CX approach with great success: 89% of chatbot queries never escalate to an agent, which means a 65% reduction in live chat volume. Now, agents are free to answer more complex queries quickly, offering the kind of experience that makes life-long customers.