
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 MoreThe latest news and expert advice on AI, automation, and customer service
Teaching AI our testing standards helped us turn risky refactors into routine improvements. Here’s how.
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See how leading support teams are redesigning their org charts to scale automation with structure, clarity, and impact.
What if your AI didn’t just forget your conversation—what if it never remembered it in the first place?
Learn how Model Context Protocol (MCP) helps AI agents use real-time business data to deliver smarter, more accurate customer service.
The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.
Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.
Ada’s Spring Launch introduces smarter voice AI and tools that help your agent improve over time. Discover new capabilities like Coaching, Scorecards, Playbooks, and Recommendations.
If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.
Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.
Think scaling AI across every channel sounds impossible? These brands are doing it—with smart strategy, real results, and zero shortcuts.
Agentic AI is everywhere—but most people still get it wrong. Here’s what it really means, and why it’s already reshaping customer service.
If you want to really understand—and improve—the customer experience, you have to look at more than just satisfaction in isolation.
A high CSAT score isn’t the goal—it’s the outcome of a support strategy that actually works for your customers.