See how Philippine Airlines runs an Ada-powered AI agent across multiple languages and hear the business case that won over the board. Includes a live demo of a cancelled flight resolved on messaging.
Be where your customers are, and deliver personalized, always-on customer service across every channel.
Manage the rush during Black Friday, holiday sales, and beyond with a scalable AI agent that keeps customers happy and your support team stress-free.
Connect to your existing tools to offer tailored, timely support. Use customer data to segment and enhance every shopper's experience.
Assist customers around the clock in 60 languages across chat, email, SMS, and more, ensuring a consistent experience wherever they shop.
”From a customer experience perspective, it truly feels like Glam Bot can listen to the customer and respond accordingly, which is a huge improvement in terms of quality.”
Handle returns, order tracking, and refunds with speed and accuracy. Playbooks help your AI agent resolve high-volume workflows with the same logic, precision, and policy adherence as your human team. Every step is executed exactly how you define it—no delays, no escalations.
Help customers with inventory checks, size guides, and product FAQs.
Drive higher cart values by sharing rewards, sales, and coupon info.
Automate tracking, returns, and exchanges for a smoother shopping experience.
Assist customers with password resets, address changes, and more.
”With the AI agent taking away the questions that have high handle times but are totally self-serviceable using our APIs, we’ve seen a 400% reduction in customer inquiries over two years. That’s huge.”
From Shopify to Salesforce, Ada integrates seamlessly with your ecommerce tools, enabling you to deliver personalized support instantly.
Leverage real-time website behavior to trigger proactive support, guiding shoppers and addressing their needs before they even ask.
Track performance metrics across channels and uncover opportunities to improve with real-time insights.
Deliver tailored experiences and offers based on customer segment, region, and more.
”With Ada, we've seen cost savings and boosted our customer service to meet our high standards effectively.”
Yes. Ada is purpose-built for enterprise scale and complexity. The ACX Platform is battle-tested across 550+ AI agents, has powered 6.4 billion interactions, offers an 84% autonomous resolution rate, and maintains 99.9% uptime.
For large global retailers, Ada-powered AI agents serve customers across all channels (voice, messaging, email, WhatsApp, in-app, and any custom channel) in 60 languages. At the core is the unified Reasoning Engine™—a single intelligence layer that powers your AI agent by using the same context, business logic, and policies, making it significantly easier to deliver consistent, on-brand experiences across every channel at scale without duplicating effort.
Returns and exchanges are exactly the kind of complex, multi-step workflows best suited for Ada's Playbooks. With Playbooks, you can train your AI agent to follow your standard operating procedures (SOPs) with the same skill as your best human agents—responding naturally, using real-time customer and system data to personalize every step, with built-in checks to ensure accuracy and consistency at scale.
A typical flow: a customer initiates a return, the AI agent verifies their order and eligibility via your OMS, presents options (refund, exchange, or store credit), confirms the choice, generates a return label, and updates your system—all in one conversation.
For the customer, that means instant resolution without forms, hold times, or repeat questions. For high-volume retailers, it means lower cost per contact, faster handle times, and the kind of effortless returns experience that turns one-time buyers into loyal, repeat customers.
Explore more Ecommerce industry Playbooks.
Ada defines an automated resolution as a conversation where the AI agent fully addressed the customer's issue, providing answers that are accurate, relevant, and safe, without escalating to a human agent.
For a product return, that means the customer received what they needed—a return label, a replacement order, a refund confirmation, or store credit—and ended the conversation without requesting further assistance. The Performance Center makes this classification auditable, so retail teams can review every conversation and refine workflows by providing coaching to the AI agent.
Ada's platform has handled over 6.4 billion customer interactions and delivered an 84% automated resolution rate.
Yes. Ada is deployed by some of the world's leading ecommerce and retail brands, with published results across multiple customers:
Ada's full ecommerce case study library is available here.
Yes. The Reasoning Engine™ is built to handle technical, product-specific inquiries, not just transactional ones.
For electronics and ecommerce retailers, that includes troubleshooting, compatibility questions, product specification lookups, warranty checks, and RMA workflows.
Ada offers native integrations and robust APIs to connect to your product catalog, knowledge base, and backend systems. Combined with Playbooks to automate your SOPs, your AI agent can resolve complex technical questions accurately and at scale.
For retailers with large SKU catalogs and high technical support volume, that means customers get accurate, personalized answers, and human agents can focus on the conversations that actually need them.
Ada offers native integrations and a robust set of APIs to connect with your retail tech stack.
Out of the box, Ada integrates with CRMs (Salesforce, Microsoft Dynamics), ticketing and CCaaS platforms (Zendesk, ServiceNow, Genesys, Twilio Flex, and more), and content sources; order management systems, customer data platforms, loyalty programs, and product catalogs connect via APIs.
Integration depth determines automation depth. The more systems Ada can reach, the more your AI agent can act on the customer's behalf: pulling live order data, processing returns, checking inventory, and updating records all in a single conversation.
This year's five ACX Award winners arrived at the same habit from five different industries: treating an AI agent as an operation to staff, measure, and improve, rather than a product to install and leave alone.
