How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
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.
News & Updates | 8 min read
ada Interact 2025: what to expect at the AI customer service event of the year
Customer service is being rebuilt from the ground up. Interact is where the next generation of leaders step up to shape what’s next.
Sarah Fox
AI Content Specialist
Inside the Black Box
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Customer Service | 10 min read
AI integrations in action: 5 customer service success stories
Five real-world examples of brands that transformed customer service with smart, strategic AI integrations.
Sarah Fox
AI Content Specialist
AI & Automation | 10 min read
AI and your CRM: why syncing your systems pays off in CSAT and ROI
If you’re investing in AI for customer service, make sure your CRM isn’t left on the sidelines.
Sarah Fox
AI Content Specialist
News & Updates | 8 min read
your next star service rep won’t ask for a desk—just your SOPs
Playbooks enables your AI agent to follow your SOPs with precision, logic, and flexibility, handling high-stakes workflows like your best human agents would.
Shantanu Kedar
Director, Product Marketing
AI & Automation | 11 min read
how to choose the right AI integrations for your customer support stack
Even the most intelligent AI can’t drive impact alone. It needs context. It needs data. It needs access. That’s where integrations come in.
Sarah Fox
AI Content Specialist
Customer Service | 7 min read
unpacking AI agent pricing: resolution-based vs. conversation-based models
As businesses get serious about AI customer service, they’re asking: How should we be paying for this? And more importantly: What are we actually paying for?
Mike Lidin
Senior Director, Customer and GTM Activation
Customer Service | 19 min read
the ultimate guide to building an AI customer service team
It’s not about adding AI to your team, it’s about building your team around it. Here’s how.
Mike Lidin
Senior Director, Customer and GTM Activation
AI & Automation | 10 min read
using Claude Code: how AI can transform your approach to technical debt
Teaching AI our testing standards helped us turn risky refactors into routine improvements. Here’s how.
Jerridan Quiring
Staff Software Engineer
Customer Service | 9 min read
the AI org chart: how support teams are evolving
See how leading support teams are redesigning their org charts to scale automation with structure, clarity, and impact.
Sarah Fox
AI Content Specialist
Customer Service | 13 min read
the ultimate guide to AI integrations for customer service
Performance doesn’t come from AI alone. It comes from AI integration.
Lynn Pine
AI Content Specialist
AI & Automation | 7 min read
zero retention, zero risk: the case for ephemeral AI
What if your AI didn’t just forget your conversation—what if it never remembered it in the first place?
Jennifer Sewell
Senior Director, Product and Brand Marketing
Customer Service | 11 min read
the AI customer service organization of the future: how to build your ACX team now
The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.
Lynn Pine
AI Content Specialist
AI & Automation | 7 min read
how model context protocol (MCP) is unlocking smarter AI agents for customer service
Learn how Model Context Protocol (MCP) helps AI agents use real-time business data to deliver smarter, more accurate customer service.
Shantanu Kedar
Director, Product Marketing