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 Ada Blog
The latest news and expert advice on AI, automation, and customer service
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
Inside the Black Box
Subscribe to get a monthly roundup of the latest in AI, customer service, and technology.
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
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
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
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
Customer Service | 10 min read
the rise of the AI manager: why every customer service team needs one now
Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.
Sarah Fox
AI Content Specialist
News & Updates | 8 min read
the future just called—ada voice answered
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.
Maggie Brennand
Senior Product Marketing Manager
Customer Service | 7 min read
the complete guide to customer service metrics, and how to make them matter
If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.
Sarah Fox
AI Content Specialist
Customer Service | 9 min read
5 ways to prove your CX team’s value to the C-suite—with the metrics to back it up
Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.
Sarah Fox
AI Content Specialist
scaling smarter—how AI unlocks seamless omnichannel support
Think scaling AI across every channel sounds impossible? These brands are doing it—with smart strategy, real results, and zero shortcuts.
Mike Lidin
Senior Director, Customer and GTM Activation
AI & Automation | 9 min read
what is agentic AI really? let’s set the record straight
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.
Jennifer Sewell
Senior Director, Product and Brand Marketing
Customer Service | 10 min read
CES, NPS, and AHT: underrated customer service metrics and how to master them
If you want to really understand—and improve—the customer experience, you have to look at more than just satisfaction in isolation.
Adam Kruger
AI Product Manager
Customer Service | 11 min read
CSAT solutions: actionable insights to achieve sky-high customer satisfaction
A high CSAT score isn’t the goal—it’s the outcome of a support strategy that actually works for your customers.
Adam Kruger
AI Product Manager