AI isn’t just transforming customer service—it’s redefining how businesses connect with their customers, innovate, and grow. But for many companies, adopting AI is easier said than done. Success hinges on more than just technology—it requires alignment, collaboration, and trust across the entire organization.

In Ada’s most recent AI customer experience (ACX) framework webinar, I had the pleasure of speaking with Ronen Paritzky and Ariel Roitman of monday.com to discuss what it takes to build a customer-centric AI strategy.

From fostering organization-wide buy-in to measuring meaningful success metrics and treating AI like a valued team member, their insights provide a roadmap for businesses looking to maximize the impact of AI in customer service .

monday.com has learned that when AI is integrated as a core part of the team, its value touches every corner of the business, with the AI agent gathering insights that inform everything from product development to operational efficiency and even supporting revenue growth. Need I say more?

If you’re ready to unlock the full potential of AI, here are four key takeaways from the discussion. Check out the full webinar on-demand to see the full conversation.

think beyond the tech: build trust across teams

AI adoption often stumbles when it’s viewed as just another IT project. For AI to transform customer service , it needs to be seen as a strategic initiative that aligns with company-wide objectives.

Organization-wide buy-in ensures:

• Cross-functional alignment: Teams like marketing, sales, and product benefit when AI supports their goals, such as lead generation, customer retention, or product feedback loops. This alignment helps integrate AI into broader business strategies​​.
• Resource prioritization: AI implementation requires investments in resourcing, backend improvements, and iterative development. Without leadership backing, these efforts often lack the focus and funding needed to succeed​​.
• Cultural shift: AI challenges traditional workflows. Securing buy-in helps ease resistance to change by creating champions across departments who advocate for its benefits.

During the webinar, Ronen emphasized how trust-building played a pivotal role in their strategy at monday.com. As Senior Product Team Lead, Customer Experience, Ronen worked closely with cross-functional teams to integrate AI into their broader customer experience vision.

This perspective reminded me of countless conversations I’ve had with Ada customers who initially approached AI as a standalone solution, only to realize its success depends on organization-wide buy-in.

Here’s how to make it happen:

1. Start with pilot projects that showcase AI’s potential on a small scale, building excitement and trust as results come in.
2. Use clear, data-driven metrics to communicate success to decision-makers.
3. Make AI a visible part of your company’s strategic narrative—discuss it in leadership meetings, employee town halls, and external-facing communications​​.

metrics that matter: driving more than efficiency

In customer service, containment rates track how often AI resolves an issue without escalating to a human. While important, containment often fails to capture the true value of AI. Enter the Automated Resolution Rate (AR%), which measures not only whether AI resolves an issue but also how well it does so.

Why AR% matters:

• Quality vs. quantity: Containment alone can lead to superficial resolutions that frustrate customers. ARR emphasizes meaningful outcomes like improved customer satisfaction (CSAT) and Net Promoter Score (NPS)​​.
• Future-proofing: AR% aligns with long-term customer experience goals by ensuring AI adapts and improves with each interaction, rather than focusing on immediate but shallow wins.

When I asked Ariel about the metrics that drive their AI strategy, he agreed. As Group Manager of CX Knowledge, Ariel explained that monday.com’s AI initiatives are not designed to cut costs but to deliver better experiences.

monday.com uses traditional metrics, but they’ve also created new metrics of their own to keep coming back to customer impact. They try to minimize what they call “moments of undelight.” These are CSAT reviews that rate low, at 1 or 2 out of 5. By optimizing for this metric, monday.com can focus on areas of improvement in their experience that transforms a traditional support interaction into something extraordinary.

Here’s how you can do the same, by tracking AR% effectively:

1. Align metrics with business goals: Tie AR% to customer satisfaction, lifetime value (CLV), and retention.
2. Use granular feedback loops: Analyze unresolved cases to identify trends and refine AI training.
3. Benchmark success: Regularly compare AR% with industry standards to showcase growth and identify opportunities for improvement​​.

visibility drives buy-in

AI is a team sport. When the broader organization understands and celebrates its impact, perceptions shift in three key ways:

• : Transparency about AI successes reduces skepticism. By sharing data like improved resolution rates or faster response times, you demonstrate AI’s tangible benefits.
• Creating advocates: Employees who see how AI enhances their roles —by automating repetitive tasks or surfacing actionable insights—become champions for its adoption​​.
• External credibility: Sharing your AI journey externally, as monday.com has done, strengthens your reputation as an industry leader and an innovator​.

So naturally, one of my favorite parts of the discussion was hearing how monday.com shares the results of their AI efforts internally. From department dashboards to company-wide presentations, they make AI’s impact visible to everyone.

This transparency has been key to maintaining momentum and building excitement for their AI initiatives.

It’s something we prioritize at Ada, too. I’ve seen firsthand how showcasing AI’s impact—through case studies, dashboards, or even quick A/B test results—can shift perceptions and create a sense of shared ownership.

Here’s how you can showcase effectively:

1. Use company-wide dashboards that highlight AI-driven improvements in metrics like CSAT or ARR.
2. Host internal AI showcases where teams share success stories, like how a new AI feature reduced ticket resolution time.
3. Share externally via blog posts, case studies, or earnings reports to position your brand as an AI-first pioneer.

treat your AI agent like a team member

Ronen Paritzky shared a perspective that perfectly encapsulates the future of AI in customer service: the best AI strategies treat the AI agent like a human team member. At monday.com, they invest in onboarding, coaching, and refining their AI agent to ensure it consistently aligns with their evolving business goals.

By treating AI as a team member, businesses can unlock transformative benefits that extend far beyond the customer service department:

• Continuous improvement: Just like employees benefit from training and feedback, AI improves when monitored and coached. This ensures it adapts to changing customer needs and business priorities over time.
• Cross-functional value: An AI agent doesn’t work in isolation—it gathers insights that inform product development, improve operational efficiency, and support revenue growth.
• Scalability and precision: With ongoing guidance, an AI agent can confidently handle more complex interactions, scale across channels and geographies, and deliver consistent, high-quality service.

Here’s how you can treat AI like a team member:

1. Onboard thoughtfully: Provide your AI agent with comprehensive knowledge about your products, services, and customers, just as you would with a new hire.
2. Coach regularly: Set up performance reviews for your AI—analyze metrics, gather feedback, and refine its workflows to ensure it’s meeting expectations.
3. Integrate AI across teams: Treat your AI agent as a cross-functional player. Share its insights with product, sales, and marketing teams to drive broader business impact.

closing the loop: the ripple effect of AI in CX

As businesses like monday.com have demonstrated, an AI doesn’t just enhance customer service—it transforms how companies operate.

Organization-wide buy-in builds the foundation for success, meaningful metrics provide a compass for growth, and showcasing results inspires trust and momentum. Most importantly, treating AI as a valued team member creates a ripple effect, driving innovation and delivering extraordinary customer experiences.

At Ada, we’re here to help you take the first step—or the next step—in your AI journey. Our platform is purpose-built to simplify adoption, empower teams, and drive results.