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 customer service & CX insights blog | Ada
Read expert articles on conversational AI, automation, and customer experience to keep your support strategy one step ahead.
Ada news & product updates | 9 min read
Why AI agents get harder to scale, and how Playbooks solves it
As AI agents tackle more complex workflows, three challenges emerge: latency, adherence, and customer behavior. Here's how Playbooks addresses them.
Tal Rosenzweig
Technical Product Marketing Manager
Inside the Black Box
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Voice & omnichannel AI | 11 min read
Ask the expert: Why resolution is the real test of voice AI
We spoke to Ada's Voice PM to learn more about agentic voice AI and the inconvenient truths most of the industry is still missing.
Sarah Fox
Senior Content Producer
Agentic customer experience (ACX) | 10 min read
Beyond FAQs: How leading brands automate complex customer service workflows with AI
Resolution is the next frontier of CX. Companies making the most progress are approaching that challenge differently. Here's how three brands are doing it.
Christine Pun
Product Marketing Manager
Agentic customer experience (ACX) | 12 min read
AI customer service by industry: Where trust has been earned
Different industries face different challenges, but the underlying mandate is the same: trust isn't created through a single interaction, it's earned.
Deidre Moore
Vice President, Growth Marketing
Impact stories | 11 min read
How Dott's CX team became its first AI-native organization
Dott's CX team doesn't manage queues. It manages an AI agent and surfaces insights that influence decisions across the business.
Justine Woo
Senior Customer Advocacy Manager
Builder update: What we've shipped for AI voice agents and beyond
Over the past few months, we've expanded the capabilities that power Ada ACX. Here's what we built.
Christine Pun
Product Marketing Manager
Agentic customer experience (ACX) | 11 min read
When disruption hits: How agentic customer experience helps companies respond under pressure
When disruptions hit, customers need more than answers. See how leading brands use agentic customer experience to respond under pressure.
Sarah Fox
Senior Content Producer
Impact stories | 7 min read
Why AI customer service programs stall at scale, and what Endy did differently
See how Endy scaled AI customer service across three brands using Playbooks and an agentic customer experience approach.
Chelsey Neal
Sr Director, Customer & Event Marketing
Agentic customer experience (ACX) | 8 min read
AI customer service expectations around the world: What the global data reveals about NA, Europe, and APAC
To understand what customers actually expect, Ada partnered with NewtonX to survey 2,000 global consumers, all of whom had recent experience with AI.
Deidre Moore
Vice President, Growth Marketing
Ada news & product updates | 9 min read
Introducing Ada Labs: Applied AI research for agentic customer experience
Ada Labs brings applied AI research into the open, advancing the systems behind agentic customer experience at production scale.
Gordon Gibson
Director, Applied Machine Learning
Agentic customer experience (ACX) | 10 min read
AI in the travel industry: What new data reveals about the customer service gap
According to the latest research, AI in the travel industry one of the highest-stakes CX investments companies can make, and how you build it matters.
Deidre Moore
Vice President, Growth Marketing
Impact stories | 9 min read
How to measure AI customer service success: Lessons from eSky’s 17-point gain in automated resolution
Within four months of refocusing their measurement framework, eSky Group increased their resolution rate by 17 points, leading to, in part, a 200% ROI.
Chelsey Neal
Sr Director, Customer & Event Marketing
Agentic customer experience (ACX) | 13 min read
AI won’t scale your customer experience. A disciplined operating model will
When AI in customer experience operates at the core of operations, success is no longer defined by where it is deployed. It’s defined by how it’s managed.
Danielle Wanderer
Chief Marketing Officer