RFP template: Choosing AI technology for enterprise customer service
An Excel sheet containing 100+ detailed evaluation questions across seven categories in scoring-ready format you can send directly to vendors.
Learn MoreAI customer service & CX insights blog | Ada
Read expert articles on conversational AI, automation, and customer experience to keep your support strategy one step ahead.
Agentic customer experience (ACX) | 10 min read
Why withdrawals are the most fragile moment in gaming and betting
A withdrawal question is a moment when a player decides how much to trust an operator. Here's what makes it fragile and what a good answer looks like.
Paulina Morgan
Senior Integrated Marketing Manager
Inside the Black Box
Subscribe to get a monthly roundup of the latest in AI, customer service, and technology.
Ada news & product updates | 6 min read
Introducing Proactive Outreach: Your AI agent can now make the call
Ada-powered AI agents can now call customers when something needs their attention and resolve the issue on the call, over the phone system you already run.
Paulina Morgan
Senior Integrated Marketing Manager
Ada news & product updates | 6 min read
Ada achieves the AWS Travel and Hospitality Competency
For airlines, hotel groups, and travel brands already building on AWS, there’s now an AWS-validated, procurable path to AI customer service built for this industry’s hardest moments.
Monica Jain
Vice President Partnerships
Agentic customer experience (ACX) | 4 min read
How to design an AI agent personality that reflects your brand
An AI agent persona is the personality, voice, and visual identity that represent your brand in every customer conversation. Here's how to design one.
Paulina Morgan
Senior Integrated Marketing Manager
Agentic customer experience (ACX) | 10 min read
Everyday examples of conversational AI
Examples of conversational AI you may be using in your day-to-day life across a variety of channels, platforms, and devices.
Paulina Morgan
Senior Integrated Marketing Manager
Ada news & product updates | 6 min read
Image understanding: your agent can now see, interpret, and resolve
Your AI agent can now read the screenshots and photos customers send, and keep the conversation going without a retype or a handoff.
Paulina Morgan
Senior Integrated Marketing Manager
Voice & omnichannel AI | 20 min read
Conversational AI best practices: voice automation for customer service
Voice automation handles customer phone calls without a person in the loop. Here is what separates a voice deployment that keeps working from one that quietly degrades, and the five practices that get you there.
Paulina Morgan
Senior Integrated Marketing Manager
Ada news & product updates | 6 min read
Introducing Ada Computer
Your AI agent can now use your business systems to complete the customer's task, not just answer the question.
Paulina Morgan
Senior Integrated Marketing Manager
AI strategy & transformation | 7 min read
From pilot to proven: how Philippine Airlines scaled an AI agent without losing its passengers' trust
How Philippine Airlines took an AI agent from a three-month pilot to production: the scope, the governance bar, the board conversation, and what comes next.
Paulina Morgan
Senior Integrated Marketing Manager
AI strategy & transformation | 12 min read
Cost reduction in banking through AI: how automation cuts costs without cutting service
AI automation lets banks lower costs while improving service quality. Where the savings come from, what Epos Now's results looked like, and how to start.
Paulina Morgan
Senior Integrated Marketing Manager
Agentic customer experience (ACX) | 7 min read
Meet the 2026 ACX Award winners
This year's five ACX Award winners arrived at the same habit from five different industries: treating an AI agent as an operation to staff, measure, and improve, rather than a product to install and leave alone.
Justine Woo
Senior Customer Advocacy Manager
AI strategy & transformation | 16 min read
Why customer service leaders are sounding the alarm on containment rate and establishing new AI agent metrics
Here’s a look at why containment rate fails as an automation metric, and measures of success that can be tapped instead, such as automated resolutions.
Sage Lazzaro
Technology Journalist
Voice & omnichannel AI | 21 min read
The ultimate guide to AI omnichannel customer service
Differentiate your customer experience with AI omnichannel customer service. Not sure how? Read this extensive guide to learn how.
Paulina Morgan
Senior Integrated Marketing Manager