customer_support · energy · workflow
Digicel exceeds CX goals with Ada conversational AI, saving $750,000 per year across 31 markets
Digicel's customer support relied overwhelmingly on phone interactions and disparate regional call centers that could not scale to meet digital efficiency goals or serve customers across all markets and languages.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts chatbot Ruby
Customers initiate contact through digital channels with the Ada-powered CX chatbot named Ruby.
Tools used
AdaRuby
Outcome
Digicel deployed Ada's conversational AI chatbot across 31 markets and 5 languages, achieving 135,000 engaged conversations per month, $750,000 in annual savings, a 4x increase in digital channel contact over voice, and live agents responding to 90% of chats in under 10 seconds.
Results
Time saved135,000
Volume31
Cost replaced$750,000
Running since2020
Grounding & classification
Source type: vendor customer story
31 fields verified against source quotes.
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