The Blog

AI expertise that drives real customer service impact

Ada news & product updates 11 min read

Builder update: What we've shipped for AI voice agents and beyond

Over the past few months, we've expanded the capabilities that power Ada ACX. Here's what we built.

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Agentic customer experience (ACX) 11 min read

When disruption hits: How agentic customer experience helps companies respond under pressure

When disruptions hit, customers need more than answers. See how leading brands use agentic customer experience to respond under pressure.

Impact stories 7 min read

Why AI customer service programs stall at scale, and what Endy did differently

See how Endy scaled AI customer service across three brands using Playbooks and an agentic customer experience approach.

Agentic customer experience (ACX) 8 min read

AI customer service expectations around the world: What the global data reveals about NA, Europe, and APAC

To understand what customers actually expect, Ada partnered with NewtonX to survey 2,000 global consumers, all of whom had recent experience with AI.

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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.

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Ada news & product updates 9 min read

Introducing Ada Labs: Applied AI research for agentic customer experience

Ada Labs brings applied AI research into the open, advancing the systems behind agentic customer experience at production scale.

Agentic customer experience (ACX) 10 min read

AI in the travel industry: What new data reveals about the customer service gap

According to the latest research, AI in the travel industry one of the highest-stakes CX investments companies can make, and how you build it matters.

Impact stories 9 min read

How to measure AI customer service success: Lessons from eSky’s 17-point gain in automated resolution

Within four months of refocusing their measurement framework, eSky Group increased their resolution rate by 17 points, leading to, in part, a 200% ROI.

Agentic customer experience (ACX) 13 min read

AI won’t scale your customer experience. A disciplined operating model will

When AI in customer experience operates at the core of operations, success is no longer defined by where it is deployed. It’s defined by how it’s managed.

Agentic customer experience (ACX) 9 min read

The CFO loved your AI business case. Gartner says it's wrong.

Every AI for customer service business case tells a similar story. Gartner just told us the math doesn't close.

AI agent in the field 11 min read

AI agent in the field: 5 AI customer service agent use cases for gaming

Here are the five AI customer service workflows that teams are automating with AI agents to reduce support pressure and strengthen player retention.

Agentic customer experience (ACX) 9 min read

Gen Z and Boomers want the same thing from AI customer service. Here’s where it falls apart.

A strategy built on the old generational script is likely failing multiple cohorts simultaneously. The misses aren't random. They're predictable—and fixable.

Agentic customer experience (ACX) 12 min read

The future of travel customer experience: Agentic AI at enterprise scale

Most travel AI customer service improves speed, not resolution. Here’s why that’s a problem, and how AI agents are enabling end-to-end customer outcomes.

Agentic customer experience (ACX) Ada news & product updates 11 min read

What 2,000 consumers told us about AI customer service, and what it means for your business

The gap between enthusiasm and experience is where most AI strategies get stuck, and where agentic AI in customer experience becomes crucial.