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 & Automation
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
GARAGe: how ada uses LLMs to make retrieval smarter
Instead of using retrieval to improve generation, we use generation to improve retrieval. Sounds recursive? It is. And it works.
Christos Melidis
Staff Machine Learning Scientist
5 metrics that actually matter when coaching AI for customer experience
Your AI agent needs feedback loops, measurable goals, and regular performance reviews. The challenge? Knowing which metrics actually matter.
Maggie Brennand
Senior Product Marketing Manager
agentic AI isn’t the future, it’s already here
Agentic AI isn’t five years away. It’s here, and it's not replacing agents—it's reimagining what customer service teams can do.
Jennifer Sewell
Senior Director, Product and Brand Marketing
how AI coaching transforms your AI agent into a customer service powerhouse
Coaching AI isn’t just about tweaking responses or fixing mistakes, it’s about turning data into direction
Adam Day
Senior Product Manager
AI coaching: the key to smarter customer service automation
Discover the measurable impact AI coaching has on AI customer service.
Maggie Brennand
Senior Product Marketing Manager
AI & Automation | 10 min read
5 ways to start coaching your AI agent for optimal performance
The best AI agents aren’t the ones with the most data—they’re the ones that are coached on how to best use it.
Megan Myke
Engagement Manager
cost reduction in banking through AI: how automation is redefining efficiency
Banks can lower costs while improving service quality, making AI more than just a tool for efficiency—it’s a financial imperative.
Sarah Fox
AI Content Specialist
crafting a smarter knowledge base: the key to AI customer service software that works
Learn about the four biggest knowledge base challenges that prevent AI from reaching its full potential from industry experts—and how to fix them.
Deanna Duxbury
Senior Manager, Content Marketing
the three pillars of voice AI success: quality, customization, and adaptability
Like the best human employees, voice AI needs to continuously refine, adjust, and personalize interactions to meet evolving customer expectations.
Brian May
Voice, SME in Customer Success
the ultimate guide to AI coaching for customer service
AI coaching transforms your AI agent into a proactive support expert. Learn how to train AI for better, faster, and smarter service.
Adam Day
Senior Product Manager