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 strategy & transformation | 12 min read
why customer service leaders are sounding the alarm on containment rate and establishing new chatbot 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 | 13 min read
what AI can’t do for customer service — and why it needs humans to coach it
AI can’t do customer service entirely on its own. Human customer service workers have to build new systems and overcome challenges to reap its benefits.
Sage Lazzaro
Technology Journalist
AI strategy & transformation | 11 min read
how generative AI is transforming customer service organizations
The rising cost of human-led support is a frustrating reality in customer service. Is generative AI customer service the answer?
Sarah Fox
AI Content Specialist
AI strategy & transformation | 6 min read
announcing ada’s new generative AI capabilities, and a new channel
New generative AI capabilities to automate more with less effort, power more complex use cases, and bring AI to new channels.
Lynn Pine
AI Content Specialist
AI strategy & transformation | 9 min read
knowledge base best practices for generative AI
Best practices for knowledge management to make the most out of generative AI for CX automation while ensuring it remains relevant, accurate, and safe.
Jérôme Solis
Senior Product Manager
AI strategy & transformation | 8 min read
what CX leaders can and can't do with generative AI
While the potential for generative AI is fascinating, we asked experts within Ada how the tech can actually be implemented right now for customer service.
Lynn Pine
AI Content Specialist
AI strategy & transformation | 9 min read
what personalized CX looks like in different industries
There's a key feature to powering personalization at scale. We'll show you it applies to customer goals and intents that vary widely depending on the industry.
Lynn Pine
AI Content Specialist
AI strategy & transformation | 6 min read
the importance of onboarding AI to CX organizations
CX leaders know they need to incorporate generative AI into their strategy, but are still be asking, “how do I even get started?” We got you covered.
Gordon Gibson
Director, Applied Machine Learning
AI strategy & transformation | 4 min read
should you use ChatGPT in your CX organization?
Before jumping in and applying ChatGPT directly to your stack, there are important factors CX leaders need to consider when evaluating solutions.
Grant Oyston
AI Product Marketing Manager
AI strategy & transformation | 7 min read
preparing your CX organization to adopt generative AI
You know you should be adopting generative AI in CX, but do you know how? Get practical tips and industry expertise that will get you started.
Lynn Pine
AI Content Specialist
AI strategy & transformation | 12 min read
the data is in: what automated interactions tell us about customer expectations in 2023
Using data from +125 million automated interactions, we identified key customer behavior trends to help you prioritize CX investments and plan for 2023.
Lynn Pine
AI Content Specialist
AI strategy & transformation | 9 min read
is your brand ready for generative AI? here’s how CX leaders can prepare
Business leaders wrapping their heads around the impressive capabilities of ChatGPT are still wondering how LLMs can impact customer service.
Sarah Fox
AI Content Specialist