The Boston Globe's 24 x 7 chatbot lowers costs and helps retain customers
Associated with
Eric Witman Eric Witman
Perri Maxwell Chaikof Perri Maxwell Chaikof
Posted Feb 10, 2022 4 min read
The Boston Globe's 24 x 7 chatbot lowers costs and helps retain customers

The Boston Globe integrates its Zendesk solution with Ada's brand interaction platform for an automation-first CX approach The result: a noticeable reduction in call and chat volume. An average 89 to 92 percent chatbot containment and 65 percent reduction in live chat volume has freed up agents to work on more complex queries. Also, agents are delivering a 10% increase in the save rate, reducing churn and increasing customer lifetime value.