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.
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
Inside the Black Box
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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
Ada news & product updates | 6 min read
Manage your AI agent with the tools your team already trusts
Ada opens the configuration that shapes your AI agent to your own tools: MCP and APIs where changes stage on change sets, get tested before they ship, and land on the record.
Paulina Morgan
Senior Integrated Marketing Manager
AI strategy & transformation | 7 min read
How to choose an AI platform for airline customer service
Most guides to buying customer service AI are written for a generic enterprise. Airlines are not one. So the evaluation questions are different too. Here is what actually matters, and what to ask.
Paulina Morgan
Senior Integrated Marketing Manager
AI strategy & transformation | 6 min read
From cancelled to confirmed: how agentic AI resolves airline disruptions end to end
When a flight cancels, the hold queue does more damage than the weather. Watch an Ada-powered AI agent rebook a passenger, book the hotel, and file the claim in one 3.5-minute call.
Paulina Morgan
Senior Integrated Marketing Manager
Ada news & product updates | 3 min read
Bring your AI agent into your security review
Ada now answers the questions security teams ask: an Audit log with interface-level attribution, bulk end-user deletion as one tracked job, and visibility into every AI-assistant connection.
Paulina Morgan
Senior Integrated Marketing Manager
Ada news & product updates | 3 min read
Your customers are in your Instagram DMs. Now your AI agent is too
Ada's Instagram DMs channel is generally available: a direct Meta integration your team connects self-serve from the dashboard, so your AI agent answers customers right in their Instagram DMs.
Paulina Morgan
Senior Integrated Marketing Manager
Ada news & product updates | 5 min read
Your AI agent should speak your language
Glossary is now generally available in Ada: a managed vocabulary of your business terms, translations, and definitions, applied on every turn of every conversation.
Paulina Morgan
Senior Integrated Marketing Manager
Impact stories | 14 min read
High stakes, real money, zero room for error: How Green Feather built an agentic customer experience for online gaming
For organizations wondering whether AI can handle their most complex customer interactions, Green Feather offers a compelling answer.
Justine Woo
Senior Customer Advocacy Manager
Ada news & product updates | 11 min read
Builder update: Deeper resolution, knowledge in 60 languages, and enterprise control
We've expanded Ada’s agentic AI platform to give ACX teams the ability to build, manage, and continuously improve AI agents with greater confidence.
Tal Rosenzweig
Technical Product Marketing Manager
Ada news & product updates | 9 min read
Why AI agents get harder to scale, and how Playbooks solves it
As AI agents tackle more complex workflows, three challenges emerge: latency, adherence, and customer behavior. Here's how Playbooks addresses them.
Tal Rosenzweig
Technical Product Marketing Manager
Voice & omnichannel AI | 11 min read
Ask the expert: Why resolution is the real test of voice AI
We spoke to Ada's Voice PM to learn more about agentic voice AI and the inconvenient truths most of the industry is still missing.
Sarah Fox
Senior Content Producer
Agentic customer experience (ACX) | 10 min read
Beyond FAQs: How leading brands automate complex customer service workflows with AI
Resolution is the next frontier of CX. Companies making the most progress are approaching that challenge differently. Here's how three brands are doing it.
Christine Pun
Product Marketing Manager