Description
ADT has been a leader in home security for over 150 years, dedicated to helping customers protect their families, homes, and businesses. Recently, the company has embarked on a transformation journey, leveraging AI and other technologies to enhance its products and customer care. The launch of the proprietary ADT+ platform marked a significant step in this journey, enabling the company to introduce new services and products more rapidly and effectively. The ADT+ mobile app has received positive feedback, particularly following the introduction of features like Trusted Neighbour.
Managing millions of customer interactions each month, including two million care requests, ADT recognized the need to elevate its customer care interactions—from password resets to account management and service appointments—to match the quality of its product offerings. This required a concerted effort across technology, channels, and teams, with clearly defined performance metrics. Understanding that any technology investment must amplify their commitment to customer safety and satisfaction, ADT approached the integration of AI with deliberate care. The company sought to identify specific problems that AI could solve, bringing real value to both customers and employees. Central to this initiative was the principle that "every second counts," emphasizing the importance of resolving customer issues quickly and effectively, especially for those seeking self-service options.
Knowing that AI will play a key role in its ongoing customer experience transformation, ADT has been laying much of the groundwork for this shift by unifying data. However, a strong data foundation isn’t enough. ADT needs partners who are experts not only in the technology but also know how to strategically apply it to customer care. Sierra emerged as a standout partner, offering strategic insight and relevant expertise. Unlike providers offering generic solutions, Sierra collaborated closely with ADT to integrate the company's brand and customer requirements, deploying an AI agent capable of adapting and supporting multiple areas of the business over time. ADT's leaders saw Sierra not just as a technical solution, but a partner with which to rethink the company's holistic approach to customer experience.
As part of their transformation, ADT launched a Sierra AI agent to handle a variety of customer Help Centre questions—from troubleshooting inquiries like “Why is my system beeping?” to account and billing questions like “How do I sign up for EasyPay?” or “How do I change my password?” Soon, their AI agent will have expanded capabilities, offering customers the ability to make a payment, reschedule a service visit, order yard signs or batteries, and more. This is just the start for ADT. Customer care was chosen as the place to start the company’s AI journey. Given the scale of impact possible, however, ADT intends to evaluate and find new ways to evolve many parts of the business, leveraging AI and technology. Early partners like Sierra are key to setting the right vision, pace, and proof points for what can be achieved.
Key Takeaways
AI Agent Deployment
Customer Care Enhancement
Proprietary ADT+ Platform
Mobile App Integration
Self-Service Options
Real-Time Customer Interaction
Strategic Partnership with Sierra
Adaptable AI Solutions
What This Case Study Demonstrates
- Customer Support Automation
- Service Request Management
- Billing Inquiries Handling
- Troubleshooting Assistance
- Self-Service Options
