Life360
- 70%automated resolution rate achieved instantly by their AI agent, Vida.
- 400 FTEworkload equivalent managed by Vida, reducing the need for additional staffing as Life360 scales.
- 3xfaster response times with Vida, enabling quicker resolutions and a more seamless customer experience.
- 5xincrease in support capacity, with Vida managing 150,000 inquiries per month seamlessly.
Life360 increases their customer support capacity 5x with an AI agent
Life360 is dedicated to providing families with peace of mind, offering safety and location-sharing features that keep loved ones connected—no matter where they are. As their user base expanded, so did the demand for customer support, with inquiry volume rapidly outpacing the capacity of their team. To maintain efficiency and service excellence, Life360 turned to Ada’s industry-leading AI customer service platform and introduced Vida, their AI agent, to revolutionize their support operations.
Since implementing Ada, Life360 has transformed its customer service strategy. They have successfully reduced reliance on email, achieved an immediate 70% automated resolution rate, with Vida handling the workload equivalent of 400 full-time agents—all while ensuring a seamless customer experience.
optimizing customer support for rapid growth
With millions of families relying on Life360’s safety and location-sharing features, the demand for customer support was surging. The company needed a way to scale efficiently while ensuring fast, high-quality service. Before implementing Ada, their support model was heavily reliant on email, with over 90% of inquiries handled through this channel. This approach led to long response times, increasing operational strain, and a growing backlog of unresolved tickets.
"The biggest thing for Life360 was scaling. We are a fast-growing company. Before bringing on Vida, email was our largest channel carrying (90+%) ninety-plus percent of our customer support volume. We didn’t have live chat; we didn’t have any sort of AI assistant; or anything similar. So to continue to scale, it made it pretty clear that we needed to bring in an automation agent of some sort."
Recognizing the pressing need for a scalable and efficient customer service solution, Life360 embraced AI automation to reduce reliance on email, enable real-time customer interactions, and enhance accessibility—all while preserving a seamless, family-first experience.
implementing Vida, the AI agent
To meet the demands of a rapidly growing user base, Life360 partnered with Ada to launch Vida, an AI agent designed to automate routine inquiries, enhance efficiency, and deliver a more seamless customer experience.
"We originally had a declarative chatbot solution, and transitioned to the generative AI agent about eight months ago, which has been a transformative experience. The AI agent surpassed my expectations in every way and is now a core member of our team."
With Vida, Life360 went from a manual, email-heavy support model to an AI-first approach on the chat channel. Today, 70% of inquiries are resolved without human intervention, freeing up agents to focus on more complex, high-value cases, while ensuring customers receive faster and more efficient support.
scaling support efficiently with AI
The implementation of Vida marked a shift in Life360’s customer support strategy. By leveraging AI automation, the company significantly scaled operations, improved response times, and reduced its reliance on human agents—while maintaining a high-quality customer experience. Instead of hiring hundreds of additional agents to keep up with demand, automation enabled Life360 to handle a growing volume of inquiries while keeping its support team lean.
"To give you perspective, if I didn’t have Ada, I’d have to 4x my agent team to support the conversion volume we currently have now. AI is fundamental to our efficiency and scalability as a support team."
Without AI, scaling at this pace would have required hundreds of new hires, which was neither sustainable nor cost-effective. Instead, Vida’s automation allowed Life360 to reallocate resources strategically.
creating more meaningful customer connections with AI
For years, Life360’s support was largely reactive. Over 90% of customer inquiries were handled via email, which often led to long wait times and delayed resolutions. But with the introduction of Vida, everything changed. Instead of simply deflecting volume, AI made customer support more accessible—and as a result, customers engaged with it more than ever before.
"We thought that it would help reduce volume, but saw volume actually increase a bit, as it put support up front and in a better spot for customer access. It actually created like 10x the volume that we thought we would have. Luckily, the containment and automated resolution remains very high, and our AI agent can handle volume surges with ease. So the agent-level increase was basically flat."
By making support frictionless and immediate, Vida transformed customer interactions from transactional to conversational. Now, 70% of inquiries are resolved instantly within the chat channel, and support is no longer just a last resort—it’s an extension of the Life360 experience that customers actively engage with.
"Vida [our AI agent] provides 24/7 support. It’s answering very quickly, almost instantly. The handle times on the AI agent chats are much lower than live agent chats. All around, it provides a better customer experience versus waiting days for email responses, and the experience only continues to improve with agents providing coaching and guidance to the AI."
With Vida handling everyday inquiries, human agents now have more bandwidth to focus on strategic, high-value work, such as complex problem-solving and personalized customer care. This shift has not only improved operational efficiency but also strengthened the connection between Life360 and its users, ensuring that customers feel heard, valued, and supported at every touchpoint.
looking to the future
Life360 continues to refine and enhance its AI customer service strategy, with plans to integrate Vida more deeply into backend systems for personalized customer experiences.
"We had to take a step back and say, ‘we don’t even expect perfection from our human agents, why would we expect it from an AI agent’. There’s a level of accepted failure that should apply to AI agents, knowing we can continue to train it. Coaching is so important with AI, and we really see Vida as an extension of our team."
With Ada, Vida has become an integral part of Life360’s support experience, making help faster, smarter, and always available. As the company continues to grow, they remain committed to leveraging AI to deepen customer connections, streamline support, and keep families connected—whenever and wherever they need it.