the future just called—ada voice answered

Ada’s Spring Launch introduces smarter voice AI and tools that help your agent improve over time. Discover new capabilities like Coaching, Scorecards, Playbooks, and Recommendations.

AI strategy & transformation 7 min read

the complete guide to customer service metrics, and how to make them matter

If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.

Impact stories Voice & omnichannel AI 7 min read

scaling smarter—how AI unlocks seamless omnichannel support

Think scaling AI across every channel sounds impossible? These brands are doing it—with smart strategy, real results, and zero shortcuts.

AI strategy & transformation 9 min read

5 ways to prove your CX team’s value to the C-suite—with the metrics to back it up

Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.

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.

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.

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.

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.

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.

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.

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

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.

New Research on AI for CX: What Consumers Want, What Enterprises Prioritize and Where the Gap is Growing