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.
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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 | 9 min read
Why AI alone won’t save customer service
AI alone isn’t enough to transform CX. Discover the operating model that turns AI agents into high-performing service employees.
Shantanu Kedar
Director, Product Marketing
AI strategy & transformation | 8 min read
From hack to roadmap: What we built in 48 hours at Ada
Over two days of hacking, our engineers tackle problems that aren’t on the current roadmap. Here's a recap of the latest Hack Days.
Liam Close
Team Lead, Engineering
AI strategy & transformation | 12 min read
Chatbot vs. AI customer service agent: What's the difference and why does it matter?
What sets AI customer service agents apart from traditional chatbots? Here's what you should consider before bringing one into your business.
Sarah Fox
Senior Content Producer
AI strategy & transformation | 7 min read
Can I trust this AI agent? Why enterprises need new standards to scale safely
Trust is the linchpin of AI adoption in customer service. Here's what it takes to actually earn it.
Julia Johnson
Director, Legal & Privacy
AI strategy & transformation | 10 min read
AI and your CRM: Why syncing your systems pays off in CSAT and ROI
If you’re investing in AI for customer service, make sure your CRM isn’t left on the sidelines.
Sarah Fox
Senior Content Producer
AI strategy & transformation | 9 min read
Unpacking AI agent pricing: Resolution-based vs. conversation-based models
As businesses get serious about AI customer service, they’re asking: How should we be paying for this? And more importantly: What are we actually paying for?
Mike Lidin
Senior Director, Customer and GTM Activation
AI strategy & transformation | 19 min read
The ultimate guide to building an AI customer service team
It’s not about adding AI to your team, it’s about building your team around it. Here’s how.
Mike Lidin
Senior Director, Customer and GTM Activation
AI strategy & transformation | 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
Senior Content Producer
AI strategy & transformation | 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
Vice President, Marketing
AI strategy & transformation | 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
AI strategy & transformation | 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
AI strategy & transformation | 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
Senior Content Producer