Phase Zero: How to build the business case for upgrading to an AI Voice agent
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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 customer service: 5 predictions for 2025
AI isn’t just reshaping the customer service landscape — it’s redefining it. Here are five bold predictions for where AI customer service is headed.
Deanna Duxbury
Senior Manager, Content Marketing
AI strategy & transformation | 13 min read
the road ahead for AI customer service
Get a glimpse into the future possibilities for delivering unparalleled experiences with AI customer service.
Jennifer Sewell
Vice President, Marketing
AI strategy & transformation | 14 min read
from tickets to insights: how AI for customer service is turning support data into product gold
The secret to unlocking a treasure trove of user feedback, behavior patterns, and feature requests is hidden in your customer support interactions.
Faria Islam
AI Product Marketing Manager
AI strategy & transformation | 10 min read
beyond chatbots: 5 unexpected ways AI is transforming automation in customer service
Customer service can be a key differentiator in a crowded market. Here's how AI is impacting the entire customer service ecosystem.
Mudit Bhasin
Manager, Professional Services
AI strategy & transformation | 10 min read
the dark side of AI customer service: 5 pitfalls to avoid
Here are five pitfalls of AI customer service that you need to be aware of — and how to side step them.
Grant Oyston
AI Product Marketing Manager
how AI is revolutionizing the omnichannel customer experience
AI is how you transform omnichannel customer service in 2024 — delivering seamless, personalized experiences that impress customers and drive loyalty.
Grant Oyston
AI Product Marketing Manager
how we train large language models for Ada’s AI agent
Here's how we use the LLMs to impact customer service, and what training processes we employ to ensure effective and secure deployment.
Sarah Fox
AI Content Specialist
preventing hallucinations in AI: best practices for customer service AI agents
Hallucinations in AI occur when an AI model generates information that is inaccurate or misleading but presents it as if it were true. For businesses relying on AI customer service, false or misleading information can erode customer trust and lead to operational inefficiencies.
Yochai Konig
Vice President, Machine Learning & AI
AI strategy & transformation | 9 min read
AI hallucination examples: when artificial intelligence gets it wrong
Explore real-world examples of AI hallucinations, why they occur, and what's being done to address this challenge.
Yochai Konig
Vice President, Machine Learning & AI
the ultimate guide to understanding and mitigating generative AI hallucinations
Why does AI hallucinate? Here's some clear and effective ways to prevent, detect, and correct AI hallucinations.
Gordon Gibson
Director, Applied Machine Learning
AI strategy & transformation | 10 min read
demystifying AI hallucinations: a comprehensive guide
AI hallucinations aren’t an insurmountable obstacle, but rather an opportunity to continuously refine and enhance our AI systems.
Yochai Konig
Vice President, Machine Learning & AI
AI strategy & transformation | 9 min read
letting go of control in the era of AI agents
Despite the undeniable impact of AI, only 24% of customer service professionals currently using it. Here's why.
Mike Murchison
CEO, Ada