Before you can determine if chatbots or conversational AI is best suited to your customer service needs, you have to understand the difference.

Sarah Fox

AI Content Specialist

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

How is generative AI being used by real companies right now? Learn how top brands across industries are using generative AI for customer service.

Sarah Fox

AI Content Specialist

Understand the differences between traditional IVR, a conversational AI voice bot, and call center automation so you can make the right investment for your business.

Sarah Fox

AI Content Specialist

If you're in customer service, you're probably wondering what AI is, how it applies to customer service, and if it will take your job. We're here to help you separate the buzz from reality.

Sarah Fox

AI Content Specialist

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

A new metric is now the North Star for customer support: Automated Resolutions. Here's how to optimize for it.

Arnon Mazza

Staff Machine Learning Scientist

Ada Interact is back, and this year we’re doubling down on AI-first CX.

Sarah Fox

AI Content Specialist

We dig into the main conversational AI best practices we teach our own clients regarding voice automation for customer service.

Selin Tamer

Conversational Interaction Designer

We're revealing the best practices Customer Success managers use to effectively implement generative AI in customer service automation.

Raj Ravichandiran, Robert D'Ippolito, and Andre Marcelo-Tanner

Engineering Team

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

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