How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
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The latest news and expert advice on AI, automation, and customer service
Customer Experience | 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
Customer Experience | 2 min read
How to build a chatbot persona and increase engagement
Data shows that when you customize your chatbot to your brand and give your bot a persona, you can increase customer engagement and reach a wider audience.
Sarah Fox
AI Content Specialist
AI & Automation | 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
AI & Automation | 6 min read
Understanding the business implications of ChatGPT and Large Language Models (LLMs)
With the release of ChatGPT, the type and amount of work humans are expected to perform has fundamentally changed, transforming the world of business along with it.
Mike Murchison
CEO, Ada
AI & Automation | 9 min read
Impactful ways to deploy conversational AI on your website
Ideas for impactful ways to deploy conversational AI to match your business’s unique customer journey.
Selin Tamer
Conversational Interaction Designer
Ambitious Innovators | 6 min read
Q&A with Mike Gozzo: Ada's Chief Product Officer
We sat down with Ada’s Chief Product Officer, Mike Gozzo, to get a deeper look at how a successful product is built to succeed in a crowded marketplace.
Sarah Fox
AI Content Specialist
Scaling developer workflows at Ada
As Ada grew, developer workflows started to break. The Developer Automation and Deployment Engineering team was tasked with finding a solution that scales.
Raj Ravichandiran, Robert D'Ippolito, and Andre Marcelo-Tanner
Engineering Team
Customer Experience | 8 min read
3 themes pulled from a full year of conversations with CX leaders
As we wrap up our podcast, we reflect on the main patterns that came up in a full year of customer service interviews.
Perri Chaikof
Director of Customer Marketing
Ambitious Innovators | 15 min read
The people defining the CX careers of the future
New career paths are emerging on the heels of AI. We're profiling some of the top ACX Managers and CX leaders at the helm of an entire CX department.
Perri Chaikof
Director of Customer Marketing
AI & Automation | 12 min read
Mitigating bias in algorithmic decision-making for an equitable AI-driven future
In some ML applications, algorithmic bias can creep in — and it can quickly lead to unexpected outcomes. But how does it happen, and how can we avoid this?
David Dai
Machine Learning Scientist
Customer Experience | 5 min read
Carta’s CRO talks about sales and the customer experience
Carta’s CRO talks about delivering consistently good CX across the customer journey and why customer success is everyone’s responsibility.
Lynn Pine
AI Content Specialist
AI & Automation | 10 min read
Multilingual AI: An ensemble approach
Building multilingual conversational AI is a challenging top priority for brands today. But limitations can be avoided by adopting an ensemble approach.
Jérôme Solis
Senior Product Manager