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 strategy & transformation
Enterprises are rethinking how AI fits into their customer service model. From team structures to long-term planning, explore the strategies behind successful transformation.
AI strategy & transformation | 7 min read
From pilot to proven: how Philippine Airlines scaled an AI agent without losing its passengers' trust
How Philippine Airlines took an AI agent from a three-month pilot to production: the scope, the governance bar, the board conversation, and what comes next.
Paulina Morgan
Senior Integrated Marketing Manager
AI strategy & transformation | 12 min read
Cost reduction in banking through AI: how automation cuts costs without cutting service
AI automation lets banks lower costs while improving service quality. Where the savings come from, what Epos Now's results looked like, and how to start.
Paulina Morgan
Senior Integrated Marketing Manager
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
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
The hidden cost of channel-first AI: What’s undermining your strategy, and how to fix it
As AI voice agents become more sophisticated, the organizations that scale successfully will be the ones that unify reasoning at the core.
Christine Pun
Product Marketing Manager
AI strategy & transformation | 16 min read
The ultimate guide to AI in the travel industry: Building resilient customer service at scale
AI that just answers isn’t enough. Discover how travel brands use agentic AI to stabilize disruption, protect revenue, and deliver fast, reliable service at scale.
Sarah Fox
Senior Content Producer
How Ada’s MCP Server brings conversational analytics to AI customer service
Find out what conversational analytics is, why it matters now, and how Ada’s new MCP Server is making it a reality for CX teams everywhere.
Tal Rosenzweig
Technical Product Marketing Manager
AI strategy & transformation | 12 min read
Metrics that matter for AI voice agents in customer service
What should you really be measuring in voice? Here’s how to track the value your AI agent is actually delivering.
Brian May
Voice, SME in Customer Success
AI strategy & transformation | 9 min read
The readiness gap holding back enterprise AI customer service
The gap between ambition and organizational readiness is where most AI customer service initiatives lose traction. It’s also where the real opportunity lies.
Sarah Fox
Senior Content Producer
AI strategy & transformation | 13 min read
What’s next for AI in customer experience: 5 predictions for 2026
AI proved itself in 2025. These five predictions show what comes next—and what it’ll take to scale AI customer experience in 2026.
Sarah Fox
Senior Content Producer
AI strategy & transformation | 8 min read
Building a business case for AI voice agents: What the best teams get right
Making the case for AI voice agents can feel like a leap. In our latest webinar, we tackle how to build a business case for upgrading to a voice AI agent.
Brian May
Voice, SME in Customer Success