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 6 of 17
Read expert articles on conversational AI, automation, and customer experience to keep your support strategy one step ahead.
AI strategy & transformation | 9 min read
what is agentic AI really? let’s set the record straight
Agentic AI is everywhere—but most people still get it wrong. Here’s what it really means, and why it’s already reshaping customer service.
Jennifer Sewell
Vice President, Marketing
Agentic customer experience (ACX) | 10 min read
CES, NPS, and AHT: underrated customer service metrics and how to master them
If you want to really understand—and improve—the customer experience, you have to look at more than just satisfaction in isolation.
Adam Kruger
AI Product Manager
Agentic customer experience (ACX) | 11 min read
CSAT solutions: actionable insights to achieve sky-high customer satisfaction
A high CSAT score isn’t the goal—it’s the outcome of a support strategy that actually works for your customers.
Adam Kruger
AI Product Manager
Developer & technical insights | 12 min read
GARAGe: how ada uses LLMs to make retrieval smarter
Instead of using retrieval to improve generation, we use generation to improve retrieval. Sounds recursive? It is. And it works.
Christos Melidis
Staff Machine Learning Scientist
Agentic customer experience (ACX) | 9 min read
5 metrics that actually matter when coaching AI for customer experience
Your AI agent needs feedback loops, measurable goals, and regular performance reviews. The challenge? Knowing which metrics actually matter.
Maggie Brennand
Senior Product Marketing Manager
Agentic customer experience (ACX) | 10 min read
how smarter integrations turn your AI agent into your MVP
Discover how AllTrails and NinjaTrader scaled their AI agents by integrating the systems that matter most.
Megan Myke
Engagement Manager
Agentic customer experience (ACX) | 13 min read
how AI coaching transforms your AI agent into a customer service powerhouse
Coaching AI isn’t just about tweaking responses or fixing mistakes, it’s about turning data into direction
Adam Day
Senior Product Manager
AI strategy & transformation | 9 min read
agentic AI isn’t the future, it’s already here
Agentic AI isn’t five years away. It’s here, and it's not replacing agents—it's reimagining what customer service teams can do.
Jennifer Sewell
Vice President, Marketing
Agentic customer experience (ACX) | 26 min read
The ultimate guide to customer service metrics: From FCR to CSAT and beyond
Here are the 10 most critical customer service metrics, and how AI customer service strategies can optimize them.
Adam Kruger
AI Product Manager
AI coaching: the key to smarter customer service automation
Discover the measurable impact AI coaching has on AI customer service.
Maggie Brennand
Senior Product Marketing Manager
AI strategy & transformation | 10 min read
5 ways to start coaching your AI agent for optimal performance
The best AI agents aren’t the ones with the most data—they’re the ones that are coached on how to best use it.
Megan Myke
Engagement Manager
AI strategy & transformation | 11 min read
cost reduction in banking through AI: how automation is redefining efficiency
Banks can lower costs while improving service quality, making AI more than just a tool for efficiency—it’s a financial imperative.
Sarah Fox
Senior Content Producer