Zero retention, zero risk: the case for ephemeral AI

What if your AI didn’t just forget your conversation—what if it never remembered it in the first place?

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AI & Automation 7 min read

how model context protocol (MCP) is unlocking smarter AI agents for customer service

Learn how Model Context Protocol (MCP) helps AI agents use real-time business data to deliver smarter, more accurate customer service.

Customer Service 11 min read

the AI customer service organization of the future: how to build your ACX team now

The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.

Customer Service 10 min read

the rise of the AI manager: why every customer service team needs one now

Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.

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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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News & Updates 8 min read

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.

Customer Service 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.

Customer Service 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 & Automation Ambitious Innovators 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 & Automation 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.

Customer Service 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.

Customer Service 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.

Ambitious Innovators AI & Automation 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.

AI & Automation Customer Experience 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.