- Cement
- Maintenance
- Sales & Marketing
- Time Sensitive Networking
- System Integration
Founded in 2012, Grab started as a ride-hailing service in Malaysia. It has since evolved into a super-app company with a strong presence throughout Southeast Asia. With the Grab app, users can book transport, order takeaway from restaurants, have groceries delivered, hire home repair professionals, and pay bills. The company was facing a challenge in managing the high volume of digital brand interactions, which led to a backlog in customer service.
Grab, a super-app company, was facing a significant challenge in managing the high volume of digital brand interactions. The customer service agents were unable to address the requests in a timely manner, leading to a backlog. The company needed a cost-effective solution to address customers' questions as quickly as possible and maintain customer satisfaction. The challenge was to build and launch a scalable automated experience on Facebook Messenger that could handle the high volume of customer interactions.
To address this challenge, Grab partnered with Ada to build an AI-powered digital assistant for its Facebook Messenger. Ada worked with Grab to create an automated FAQ based on the most common questions asked by customers. They also set up a handover protocol that allowed customers with more complex queries to be transferred seamlessly to a live agent. Additionally, the Messenger experience was integrated into Grab's existing customer relationship management software. The new customer service experience was launched in six countries across the region: Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam.
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