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 Page 12 of 16
Read expert articles on conversational AI, automation, and customer experience to keep your support strategy one step ahead.
Agentic customer experience (ACX) | 21 min read
the ultimate guide to conversational AI
Conversational AI allows you deliver the experience your customers crave. Read this guide to learn the basics of conversational AI.
Arjun Ruparelia
SaaS Writer and Content Marketer
Agentic customer experience (ACX) | 9 min read
everyday examples of conversational AI
Examples of conversational AI you may be using in your day-to-day life across a variety of channels, platforms, and devices.
Sarah Fox
Senior Content Producer
Developer & technical insights | 10 min read
getting around the limitations of generative AI for customer service
There are challenges to building a chatbot for customer service that provides high quality conversations and resolutions. Find out how we overcome them.
Bénédicte Pierrejean
Senior Machine Learning Scientist
AI strategy & transformation | 13 min read
how human do we really want our AI bots to sound?
As AI chatbots become more advanced, should they sound just like us, or retain some bot-ness?
Sage Lazzaro
Technology Journalist
Agentic customer experience (ACX) | 16 min read
conversational AI for customer service: what it means and how it helps
Want to implement conversational AI for customer service? Read this guide to learn how conversational AI can help your customer service team.
Arjun Ruparelia
SaaS Writer and Content Marketer
AI strategy & transformation | 16 min read
chatbots vs. conversational AI: what’s the difference?
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
Senior Content Producer
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
Agentic customer experience (ACX) | 9 min read
real-world examples of generative AI for customer service
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
Senior Content Producer
Agentic customer experience (ACX) | 30 min read
the ultimate guide to generative AI for customer service
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
Senior Content Producer
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
Developer & technical insights | 9 min read
how we optimize our AI for automated resolutions
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 news & product updates | 7 min read
ada interact 2023: bringing you closer to the future of AI customer service
Ada Interact is back, and this year we’re doubling down on AI-first CX.
Sarah Fox
Senior Content Producer