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AI expertise that drives real customer service impact

Customer Service 22 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.

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AI & Automation Customer Service 13 min read

AI coaching: the key to smarter customer service automation

Discover the measurable impact AI coaching has on AI customer service.

AI & Automation 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.

Customer Experience AI & Automation 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.

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inside the black box

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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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AI & Automation Customer Service Ambitious Innovators 8 min read

crafting a smarter knowledge base: the key to AI customer service software that works

Learn about the four biggest knowledge base challenges that prevent AI from reaching its full potential from industry experts—and how to fix them.

AI & Automation Customer Experience 12 min read

the three pillars of voice AI success: quality, customization, and adaptability

Like the best human employees, voice AI needs to continuously refine, adjust, and personalize interactions to meet evolving customer expectations.

AI & Automation Customer Service 21 min read

the ultimate guide to AI coaching for customer service

AI coaching transforms your AI agent into a proactive support expert. Learn how to train AI for better, faster, and smarter service.

AI & Automation Customer Experience 13 min read

enhancing digital banking with AI automation: the key to customer satisfaction

What truly drives satisfaction in banking? Autonomy, personalization, and trust.

Customer Service AI & Automation 13 min read

prepare for 2025 tax season: improve customer service with AI

Worried about the influx of inquiries during tax season? Let’s talk about how you can be better prepared for the 2025 tax season.

AI & Automation 12 min read

the future of digital banking: AI trends shaping 2025

Here are five key trends redefining digital banking in 2025, with AI at the forefront of this transformation.

Customer Service 10 min read

building an AI customer service strategy: lessons from industry leaders

In Ada’s most recent ACX framework webinar, we discuss what it takes to build a customer-centric AI strategy with monday.com.

AI & Automation Customer Service 17 min read

the transformative power of generative AI in banking: 5 industry-shaping benefits

Generative AI is empowering banks to finally deliver seamless, human-like interactions at scale. But how is this technology translating into real value?

AI & Automation Customer Service 20 min read

the ultimate guide to conversational AI in banking

Conversational AI has moved past its experimental phase. It’s a proven tool to give digital banking an edge.