Customer support · Production

Tango Card achieves 100% SLA adherence and 6.7x ROI in year one with Ada's conversational AI platform

The problem

Tango Card faced a 54% spike in support ticket volume from reward recipients during the 2020 holiday season, threatening SLA adherence and their brand promise as demand scaled. Reps had to manually look up customer data across multiple disconnected systems for every interaction, slowing them down.

Workflow diagram · grounded in source
1
Stakeholder initiates inbound request
Trigger
Business partners, reward recipients, and new prospects each initiate inbound interactions with Tango Card.
▾ source quote
“Tango Card interacts with a variety of stakeholders: business partners, reward recipients, and new prospects”
2
Ada pulls data via Workato API
Integration
Tango Card built a new API collection for Ada to pull relevant customer data from Salesforce and other sources via Workato.
▾ source quote
“Tango Card spun up a new API collection for ada to tap into using Workato. The new API pulled relevant data from their various sources, including Salesforce and proprietary APIs”
3
Automated self-service resolution
Ai action
Ada's platform provides a self-service layer to instantly resolve the most common inbound interactions.
▾ source quote
“bring in a layer of self-service to instantly resolve the most common interactions with recipients”
4
Escalation to human reps
Routing
Interactions exceeding the self-service scope are routed to support reps who focus on higher-value work.
▾ source quote
“enabling reps to spend the majority of their time on higher-value interactions”
Reported outcome

Ada's platform achieved 100% SLA adherence, a 6.7x ROI in year one, 70% containment of inbound recipient interactions with high CSAT, an 83% improvement in average first response time, and a 10% reduction in holiday ticket volume despite sending more rewards than ever before in Tango Card history.

Reported metrics
SLA adherence100%
ROI in year 16.7x
Average first response time improvement for reward recipients83%
Containment rate of inbound recipient interactions70%
Show all 8 reported metrics
SLA adherence100%
ROI in year 16.7x
average first response time improvement for reward recipients83%
containment rate of inbound recipient interactions70%
ticket volume reduction from recipients Q4 202110%
ticket volume increase pre-Ada 2020 holiday season54%
business customer escalations on behalf of recipients0
average daily signupsSignificant increase in average daily signups
Reported stack
adaWorkatoSalesforceHubspotNetSuite
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Source
https://www.ada.cx/case-study/tango-card
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Ada's platform achieved 100% SLA adherence, a 6.7x ROI in year one, 70% containment of inbound recipient interactions with high CSAT, an 83% improvement in average first response time, and a 10% reduction in holiday t…

What tools did this team use?

ada, Workato, Salesforce, Hubspot, NetSuite.

What results were reported?

SLA adherence: 100%; ROI in year 1: 6.7x; Average first response time improvement for reward recipients: 83%; Containment rate of inbound recipient interactions: 70% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Stakeholder initiates inbound request → Ada pulls data via Workato API → Automated self-service resolution → Escalation to human reps.

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