See how Philippine Airlines runs an Ada-powered AI agent across multiple languages and hear the business case that won over the board. Includes a live demo of a cancelled flight resolved on messaging.
Ada customer awards
Five customer teams doing the most ambitious work in agentic customer experience, and the stories behind how they got there.
The ACX Awards go to the teams who have gone furthest in building a customer experience that runs on AI. There are five, and each one highlights something different.
For the team that has most intentionally built and operationalized a complete agentic customer experience, with industry-leading results and deep technical expertise behind it.
Luno built a dedicated team of specialists around one agent, and now runs ahead of their industry benchmark: +13 points on automated resolution, +18 on CSAT, +7 on containment. They query their own data through MCP to decide what to build next.
A cancellation save flow offers a discount or a paused shipment instead of letting a customer go. It kept 1,000+ subscriptions alive in five months, retaining millions in subscription revenue each year.
With MCP, Dott analyzes a thousand conversations at a time, letting AI surface patterns and separate signal from noise. That precision changes how they work with engineering: issues arrive narrowly scoped, so fixes ship faster. Automated resolution has climbed from 32% to 77%.
A lean team runs the agents behind 800,000 conversations across multiple brands and channels, at 70% automated resolution. They got there by automating the improvement work itself, so their hours go to strategy and expansion rather than triage.
In a regulated fintech, Branch took voice past answering questions. Across more than a million calls their agent can verify who’s calling, perform actions and update records mid-call, with wait times down from nearly twenty minutes to under five and voice CSAT at 89%.
Get the details on what each award recognizes, how each team got there, and what they had to say about winning.
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