# Ada — AI Customer Service Platform > Ada is an AI-native customer service platform that autonomously resolves over 84% of inquiries across messaging, voice, and email — without scripted flows. Trusted by 350+ enterprise brands, Ada's Reasoning Engine™ delivers personalized, accurate resolutions at scale. --- # Homepage > AI customer service trusted by enterprises — AI agents that resolve customer conversations across every channel. URL: https://www.ada.cx/ ## What Ada Does Ada is an AI-native company on a mission to make customer experience extraordinary for everyone. Ada's AI agents autonomously resolve customer conversations across messaging, voice, and email — without scripted flows, without IVR menus, and without proportional headcount growth. Ada is trusted by enterprises across 85+ countries. ## The ACX Operating Model Ada's approach is built around three integrated pillars: **ACX Platform**: Deploy, orchestrate, and continuously improve AI agents that autonomously resolve conversations across every channel and language. Includes the Reasoning Engine™, Playbooks, Coaching, Testing, and Reporting. **ACX Practice**: Guided by thousands of deployments and millions of conversations, Ada's ACX Practice helps organizations scale from initial cost savings to customer lifetime value. Includes the ACX Blueprint, ACX Maturity Model, ACX Methodology, ACX Benchmarks, and ACX Academy. **ACX Experts**: Ada's strategic and technical experts act as an extension of your team — maximizing ROI and ensuring every AI agent performs at its best. Includes ACX Consultants, ACX Community, and ACX Partners. ## Key Metrics Across Ada Customers - 8x more productive than human agents - 162% increase in CSAT scores - 357% ROI on AI investment - 84% average automated resolution rate ## Industries Served Financial Services, Gaming, Retail/Ecommerce, Health Insurance, Property & Casualty Insurance, SaaS/Technology, and Travel. ## Customer Results (Homepage Featured) **Tilt (Financial Services)**: 84% automated resolution rate on chat; +8 point increase in CSAT since launching the AI agent. **Betsson Group (Gaming)**: 45% of interactions resolved by Ada; 90% increase in agent availability for high-value interactions. **IPSY (Ecommerce)**: $2.7M estimated annual savings; 816,446 engaged conversations; 943% ROI in four months. **monday.com (SaaS)**: 42% reduction in agent average handle time; 225,000+ active customers supported. **Cebu Pacific (Travel)**: 34%+ higher automated resolution rate after replacing scripted chatbot with Ada's generative AI agent; under 1 minute wait times for high-priority cases. ## Customer Quotes "With Ada, we know the automated resolution will continue to improve as the AI agent learns and grows. There's significant flexibility in making changes and improvements. The responses and the accuracy are phenomenal." — Tal Gulst, Bot Manager, monday.com "Ada's AI agent has had a huge impact on our operational efficiency. Now, we have the same 'brain' and logic powering both our email and chat channels." — Delan Diaz, CX Generative AI Manager, Tilt "Customers will actually prefer using automation. Faster, more accurate, more tailored experiences — this isn't just about efficiency. It's about a better way to serve customers." — Milan Vanmarcke, Customer Happiness Manager, Loop Earplugs "Every dollar we save through efficiency gets channeled back into elevating the member experience. That's how you turn Customer Care from a cost center into a growth driver." — TJ Stein, Head of Customer Care, IPSY ## Trust and Security Ada holds HIPAA, SOC 2, GDPR, and AIUC-1 compliance certifications. Built-in safeguards minimize hallucinations with continuous monitoring. Zero data retention policies with LLM providers. Annual independent penetration testing including LLM evaluations. ## Featured Customers (Logo Bar) Tilt, Cebu Pacific, IPSY, Pinterest, eSky, monday.com, Sky, Barnes & Noble, Digicel, Malaysia Airlines, Blackhawk Network, Life360, Grab, ZoomInfo. ## Latest Research "Agentic CX in 2026: What consumers expect and most enterprises miss" — Ada's 2026 global research report on the gap between consumer AI expectations and enterprise AI readiness. Available at: https://www.ada.cx/research/agentic-cx-in-2026/ --- # Platform Overview > The complete AI customer service platform — Reasoning Engine™, Automated Resolutions, Coaching, Testing, and Reporting. URL: https://www.ada.cx/platform/ ## What is Ada? Ada is an AI customer service platform built for enterprise scale. Unlike traditional chatbots that rely on scripted decision trees, Ada's AI agents use a unified Reasoning Engine™ that powers autonomous resolutions across messaging, voice, and email — adapting to each customer's specific context, language, and need. Ada serves 350+ enterprise customers and has handled over 1 billion customer conversations. Customers achieve an average automated resolution rate of 84%. ## Core Platform Capabilities **Reasoning Engine™**: Ada's proprietary AI engine powers all channels — messaging, voice, and email — from a single, unified intelligence layer. It reasons over customer context, connected data, and company knowledge to deliver personalized, accurate responses — without scripted flows. **Automated Resolutions**: Ada measures genuine customer resolutions — not just deflections or containment. The Automated Resolutions metric tracks whether customers got the answer or outcome they needed, making it the most meaningful measure of AI customer service performance. **Coaching**: A feedback mechanism that allows CX teams to fine-tune Ada's responses over time. When the AI gives an incorrect or suboptimal answer, coaches can correct it directly — and the improvement applies instantly across all future conversations. **Testing**: AI-powered and manual testing tools that let teams verify Ada's behavior before deploying changes. Test for accuracy, edge cases, and conversation flows across any channel. **Reporting**: Role-specific dashboards that surface the metrics that matter — automated resolution rates, escalation rates, CSAT, conversation volume, topic trends, and more. Available for CX operators, managers, and executives. ## Recognition - Gartner Emerging Market Quadrant: Challenger - Forrester Conversational AI Wave: Challenger --- # Platform — Playbooks > Automate complex, multi-step customer service workflows with plain-language instructions. URL: https://www.ada.cx/platform/playbooks/ ## What are Playbooks? Ada Playbooks are plain-language instructions that automate complex, multi-step customer service workflows — the kinds of processes that previously required human agents to handle. Each Playbook connects to live systems, executes logic, and delivers real outcomes for customers, without scripted decision trees. ## Linked Playbooks The key innovation in Ada Playbooks is modularity. Linked Playbooks allow teams to build reusable sub-workflows — authentication steps, order lookup logic, eligibility checks — that can be shared across multiple Playbooks. This makes it easier to test individual steps, faster to deploy updates, and simpler to maintain complex automation over time. ## Results - Customers using Playbooks see 6x productivity improvement versus human agents - 83% average automation rate on Playbook-powered interactions - Works across messaging, voice, and email channels ## Customer Example Ancestry uses Ada's voice AI with Playbooks to handle complex genealogy subscription inquiries — resolving a high volume of billing, account, and subscription questions without agent involvement. ## Playbooks Library Ada publishes 36 industry-specific Playbooks across 7 verticals — Ecommerce, Financial Services, Gaming, Health Insurance, Property & Casualty Insurance, SaaS, and Travel. The full library is available at: https://playbooks.ada.cx/ For AI content ingestion, the Vertical Playbooks library has its own dedicated AEO files: - Index: https://playbooks.ada.cx/llms.txt — full navigation index of all 36 playbooks with one-line descriptions - Full content: https://playbooks.ada.cx/llms-full.txt — complete Why/When/What breakdowns for every playbook, structured for AI engines --- # Platform — Messaging > AI-powered customer service across chat, SMS, WhatsApp, social media, and more. URL: https://www.ada.cx/platform/messaging/ ## Messaging Capabilities Ada's messaging channel delivers AI customer service across every digital touchpoint — web chat, SMS, WhatsApp, Facebook Messenger, Instagram, and other social channels. The same Reasoning Engine™ powers all channels, ensuring consistent quality and personality wherever customers reach out. **Proactive Messaging**: Ada can initiate conversations proactively — reaching customers before they contact support, based on behavior signals, account events, or scheduled triggers. **Real-Time Personalization**: Every conversation is personalized using the customer's account data, history, and context — retrieved in real time from connected systems. **Seamless Handoffs**: When customers need human help, Ada hands off to the right agent with full conversation context — no repeated information, no lost context. **Multilingual Support**: Ada supports 50+ languages in messaging, enabling global brands to serve customers in their native language at scale. --- # Platform — Voice > AI voice agents that autonomously resolve complex customer service calls. URL: https://www.ada.cx/platform/voice/ ## Voice Capabilities Ada's voice AI agents handle inbound calls end-to-end — resolving complex customer service issues without IVR menus, hold times, or agent involvement. Ada voice agents sound natural, understand nuance, and execute multi-step workflows in real time. **Natural Language and Tone**: Ada voice agents are designed for natural conversation — with appropriate tone, inflection, and pacing. Customers speak naturally and Ada understands intent, not just keywords. **Low Latency**: Ada balances fast responses with deep reasoning — minimizing wait times without sacrificing accuracy on complex inquiries. **Playbooks for Voice**: Ada Playbooks bring the same structured, multi-step automation to voice that powers messaging workflows — enabling agents to execute complex SOPs like account changes, bookings, and verifications over phone. **Voice-Specific Features**: Barge-in support (customers can interrupt at any point), background noise suppression, and 8 language support. **Unified Reasoning Engine™**: The same AI that powers messaging also powers voice — ensuring consistent resolutions and knowledge across channels. ## Customer Example Branch uses Ada's voice AI for customer service. Brian Gilman (VP, Customer Operations, Branch) notes the impact of Ada's voice capabilities on their team's efficiency and customer experience. ## Product Demo Try Ada's voice AI demo agent Goldie: +1 833-573-6312 --- # Platform — Email > Autonomous email resolution at enterprise scale. URL: https://www.ada.cx/platform/email/ ## Email Capabilities Ada handles email customer service end-to-end — reading inbound messages, reasoning over context and history, and sending accurate, personalized responses without human involvement. Ada can manage complete multi-thread email conversations from first contact to resolution. **Multi-Thread Conversations**: Ada maintains context across an entire email thread — understanding prior messages, commitments made, and outstanding questions — and resolves multi-step email interactions autonomously. **60+ Languages**: Ada's email AI supports more than 60 languages, enabling global enterprises to provide consistent service across regions. **Unified Reasoning Engine™**: The same intelligence that powers Ada's messaging and voice channels handles email — ensuring consistent knowledge and resolution quality. **Complex Email Handling**: Ada handles emails with multiple requests or questions in a single message — addressing each one appropriately and responding with a coherent, complete reply. **Smart Features**: Auto-reply detection (to avoid responding to out-of-office messages), seamless handoff to human agents with full email context, and on-brand tone and language. ## Customer Example Tilt uses Ada's email AI for customer service. Erich Rothaus (VP, Customer Experience, Tilt) highlights Ada's ability to handle complex financial customer service emails autonomously. --- # Platform — Integrations > Connect Ada to 20+ enterprise systems across every major category. URL: https://www.ada.cx/platform/integrations/ ## Integration Categories Ada integrates with enterprise systems across five categories, enabling the Reasoning Engine™ to access live data, execute actions, and deliver real resolutions — not just information retrieval. **Analytics & Insights**: Connect Ada's conversation data to your analytics stack for deeper reporting and trend analysis. **Content Ingestion**: Pull knowledge from your existing documentation sources directly into Ada — so the AI always has access to your latest content. **Email Handoff**: Route conversations from Ada to your email support tools when escalation is needed. **Messaging Handoff**: Transfer conversations to human agents in your messaging and CRM platforms with full context preserved. **Voice Handoff**: Pass calls from Ada's voice AI to human agents in your contact center platform. ## Key Integrations Contact center and CRM: Aircall, Amazon Connect, Dixa, Freshworks, Genesys, Gladly, Gorgias, Help Scout, Kustomer, Microsoft Dynamics, NICE CXone, Salesforce, ServiceNow, Twilio Flex, Zendesk. Knowledge management: Contentful, GitHub, Guru, Docusaurus, Paligo, Helpjuice. --- # Platform — Trust & Safety > Enterprise-grade security, compliance, and AI safety for customer service at scale. URL: https://www.ada.cx/platform/trust/ ## Security & Compliance Ada meets the highest enterprise security standards: - **SOC 2 Type II**: Annual third-party audit of security controls - **GDPR**: Full compliance with EU data protection regulations - **HIPAA**: Compliant handling of protected health information for healthcare customers - **Penetration Testing**: Annual third-party pen tests validate security posture - **LLM Evaluations**: Annual third-party evaluations of AI model behavior and safety - **Disaster Recovery**: Annual DR testing ensures business continuity ## Reliability & AI Safety **Hallucination Safeguards**: Ada uses techniques to prevent the AI from generating inaccurate or fabricated information in customer conversations. **Continuous Monitoring**: Real-time monitoring of AI behavior across all conversations, with alerting for unexpected patterns. **On-Brand Assurance**: Ada's responses stay within the guidelines set by the organization — maintaining appropriate tone, language, and content policies. ## Data Privacy **Zero Data Retention with LLM Providers**: Ada does not allow LLM providers to retain customer conversation data for model training. **Transparent Retention Policies**: Clear data retention schedules with customer control over conversation data. **Granular Access Control**: Role-based access controls ensure the right people have access to the right data. ## AIUC-1 Certification Ada was a founding contributor to AIUC-1 — the first trust and safety certification specifically designed for AI agents in customer service, equivalent to SOC 2 for agentic AI systems. Ada was the first company to earn AIUC-1 certification. --- # Industry — Ecommerce > AI customer service for ecommerce and retail brands. URL: https://www.ada.cx/industry/ecommerce/ ## Why Ecommerce Brands Choose Ada Ada helps ecommerce and retail brands scale customer service through peak seasons, build loyalty through personalized service, and support customers 24/7 across every channel — without proportionally increasing headcount. ## Key Use Cases **Order Management**: Handle WISMO inquiries, order modifications, cancellations, and returns automatically — the highest-volume contacts in ecommerce support. **Product FAQs**: Answer product questions, availability checks, and specification inquiries at any scale. **Rewards & Promotions**: Help customers apply promo codes, check loyalty points, and redeem offers without agent involvement. **Critical Support**: Escalate complex issues to human agents with full context when needed. ## Integrations Ada plugs into the ecommerce stack — from Shopify and Magento to Salesforce and Zendesk — enabling live order lookups, returns processing, and personalized service. ## Results - iHerb achieved a 400% reduction in customer inquiries after deploying Ada - ipsy achieved a 943% ROI with improved CSAT and Automated Resolution rates - Simba Sleep generated £600K+ in monthly revenue influenced by Ada ## Customer Quotes ipsy, iHerb, Life360, and other leading ecommerce brands use Ada to deliver fast, accurate, personalized customer service at scale. --- # Industry — Financial Services > AI customer service for banks, fintechs, lenders, and financial platforms. URL: https://www.ada.cx/industry/financial-services/ ## Why Financial Services Companies Choose Ada Ada enables financial services organizations to resolve 80%+ of customer inquiries automatically while maintaining the security, compliance, and accuracy standards the industry requires. Ada's AI is designed for sensitive financial contexts — with appropriate authentication, PII handling, and escalation paths. ## Key Use Cases **Onboarding**: Guide new customers through account setup and verification. **Account Support**: Handle balance inquiries, transaction questions, and account management requests. **Fraud Prevention**: Assist customers who have encountered suspicious activity or unauthorized transactions. **Self-Serve Banking**: Enable customers to manage accounts, make transfers, and access services without agent involvement. ## Security & Compliance - GDPR compliance and PII redaction built in - Authentication workflows for secure account access - Audit-ready conversation logs ## Results - Tilt achieved 84% automated resolutions with faster replies across channels - Brigit's Ada AI agent outperformed their scripted chatbot and enables sustainable growth - Tango Card achieved 100% SLA adherence and 6.7x ROI in the first year ## Customer Quotes Brigit and Epos Now highlight Ada's ability to handle complex financial inquiries at scale with high accuracy. --- # Industry — Gaming > AI customer service for online gaming, casino, and sports betting platforms. URL: https://www.ada.cx/industry/gaming/ ## Why Gaming Companies Choose Ada Ada enables gaming and online betting platforms to instantly resolve 80%+ of player inquiries during peak moments — game launches, major events, promotional periods — without scaling headcount. Ada's AI delivers personalized player experiences and handles sensitive gaming support scenarios appropriately. ## Key Use Cases **Event Support**: Scale instantly during game launches, tournaments, and major betting events. **Account Management**: Handle account creation, verification, login issues, and account updates. **Enhanced Onboarding**: Reduce drop-off during player registration and KYC verification. **Critical Troubleshooting**: Resolve gameplay issues, payment problems, and technical support inquiries. ## Player Protection Features - PII protection and responsible gambling guardrails - Proactive support messaging - Seamless handoffs to human agents for sensitive cases ## Customer Quotes Betsson Group won 'Customer Service Operator of the Year' for the fourth consecutive time using Ada. PlayTech highlights Ada's ability to deliver consistent support across their platform portfolio. --- # Industry — Health Insurance > AI member service for health plans, carriers, and managed care organizations. URL: https://www.ada.cx/industry/health-insurance/ ## Why Health Insurance Organizations Choose Ada Ada helps health insurance organizations deliver better member service at lower cost — guiding members to in-network care, answering benefits questions, and scaling during peak periods like Open Enrollment, Medicare AEP, and the January surge. ## Key Use Cases **Member Benefits**: Help members understand their coverage, deductibles, out-of-pocket maximums, and pre-authorization requirements. **Claims Support**: Provide real-time claim status updates and explanation of benefits. **Provider Lookup**: Guide members to in-network doctors, specialists, and facilities. **Medicare Star Ratings**: Support members with screenings, medication adherence, and chronic care education to improve quality metrics. ## Compliance & Safety - HIPAA compliant - SOC 2 Type II certified - GDPR compliant - Full audit trails and conversation transparency - Built-in guardrails for clinical and regulatory content ## Scale & Reach - 60+ languages supported - Omnichannel: messaging, voice, and email - Scales automatically during Open Enrollment and other peak periods ## Product Demo Try Ada's health insurance AI voice agent demo, Vita: +1 855-599-4264 --- # Industry — Property & Casualty Insurance > AI policyholder service for auto, home, renters, flood, and specialty insurers. URL: https://www.ada.cx/industry/property-casualty-insurance/ ## Why P&C Insurers Choose Ada Ada helps property and casualty insurers automate policyholder service — reducing cost, improving response times, and protecting the loss ratio — while scaling to handle the surge in contacts that follows storms, accidents, and other catastrophic events. ## Key Use Cases **Policy & Billing Management**: Handle premium inquiries, payment processing, billing questions, and policy documents automatically. **Claims Support**: Provide real-time claims status updates and guide policyholders through the claims process. **Roadside Assistance**: Deliver 24/7 emergency roadside support without hold times. **Renewals**: Automate policy renewal workflows and payment processing. ## Compliance & Safety - SOC 2, GDPR, and HIPAA compliant - Policy-locked guardrails that enforce policy terms in every response - Regulator-ready conversation logs - Omnichannel: messaging, voice, and email ## Results - Neptune Flood reduced cost per ticket by 78%; 30-35% of all claims are now submitted via bot - Trust & Will uses Ada to blend simplicity and empathy in customer service ## Product Demo Try Ada's P&C insurance AI voice agent demo, Policy Pal: +1 844-541-3856 --- # Industry — SaaS > AI customer service for software platforms and digital services. URL: https://www.ada.cx/industry/saas/ ## Why SaaS Companies Choose Ada Ada helps SaaS companies resolve 80%+ of support inquiries automatically — scaling support capacity without growing headcount, and delivering the fast, accurate responses that drive SaaS retention and NPS. ## Key Use Cases **Adoption & Training**: Answer product questions, guide feature discovery, and accelerate time-to-value for new users. **Account Updates**: Handle account management requests — email changes, user management, billing updates. **Subscription Management**: Resolve subscription, billing, and plan questions without agent involvement. **Critical Support**: Handle high-priority technical issues with appropriate escalation paths. ## Scale & Reach - 60+ languages supported - Plug-and-play integrations with Stripe, Zendesk, Salesforce, and more - Proactive support messaging based on account signals ## Customer Quotes monday.com integrated Ada's generative AI agent for flexible, high-accuracy support. Epos Now launched Ada to handle complex support at scale. Checkr uses Ada to scale efficiently while maintaining service quality. Life360 introduced their Vida AI agent to revolutionize support operations. --- # Industry — Travel > AI customer service for airlines, travel platforms, and loyalty programs. URL: https://www.ada.cx/industry/travel/ ## Why Travel Companies Choose Ada Ada enables airlines and travel platforms to deliver fast, personalized service — scaling instantly during peak travel periods, automating common inquiries, and increasing ancillary revenue through in-conversation upsell. ## Key Use Cases **Self-Service Automation**: Handle refund requests, baggage inquiries, seat selections, and loyalty questions without agent involvement. **Booking & Changes**: Enable customers to book, modify, and rebook flights and travel through the AI agent. **Flight Disruption Support**: Scale during irregular operations — delivering real-time status updates and rebooking options automatically. **Ancillary Revenue**: Offer seat upgrades, additional baggage, and travel services within the conversation. ## Compliance & Accessibility - DOT and EU261 regulation support - WCAG accessibility compliance - Union workflow compatibility - 60+ languages ## Results - Cebu Pacific saw a 50%+ increase in CSAT after transitioning from a scripted chatbot to Ada's generative AI agent - Malaysia Airlines uses the Mavis AI agent to handle passenger inquiries across their network ## Product Demo Try Ada's travel AI voice agent demo, Tripp: +1 888-416-7926 --- # Why Ada > Ada is the AI-native customer service company — built from the ground up for autonomous resolution with AI agents. URL: https://www.ada.cx/why-ada/ ## Ada's Origin and Approach Ada has been AI-native since 2016 — building AI customer service before large language models became mainstream. This foundation gives Ada advantages that traditional CX vendors retrofitting AI onto legacy platforms cannot replicate: a deeper understanding of customer service contexts, a more sophisticated approach to accuracy and safety, and a platform architecture designed for AI-first operation. ## Scale and Track Record - 350+ enterprise customers - 1 billion+ customer conversations handled - 84% average automated resolution rate across the customer base - Customers span ecommerce, financial services, gaming, health insurance, P&C insurance, SaaS, and travel ## Core Differentiators **Reasoning Engine™**: Ada's proprietary AI engine reasons over customer context, connected data, and company knowledge to deliver personalized, accurate resolutions — not just information retrieval. The same engine powers all channels. **Automated Resolutions (not deflections)**: Ada measures whether customers actually got what they needed — a genuine resolution — not just whether they were deflected from human contact. This is a fundamentally different and more meaningful metric. **Coaching**: CX teams can continuously improve Ada's performance by correcting individual responses. Improvements apply instantly and at scale — making Ada smarter over time without retraining models. **Testing**: Rigorous AI-powered and manual testing tools ensure Ada behaves correctly before changes are deployed. **ACX Practice**: Ada brings structured methodology and operational frameworks from 1B+ conversations to help customers get to high performance faster. ## Recognition - Gartner Emerging Market Quadrant: Challenger - Forrester Conversational AI Wave: Challenger --- # Trust Center > Ada's dedicated security and compliance portal — certifications, reports, and full information security program documentation. URL: https://security.ada.cx/ ## Overview Ada's Trust Center is the authoritative source for Ada's security, privacy, and compliance posture. Ada's Information Security Program follows the Center for Internet Security Cybersecurity Framework v8.0 (CIS 8.0). The Trust Center is powered by SafeBase and provides both public and access-controlled documentation for customers conducting security reviews. Contact: security@ada.support | Data Protection Officer: dpo@ada.support | Privacy: privacy@ada.support ## Compliance Certifications Ada holds the following compliance certifications and attestations: - **SOC 2 Type II** (October 1, 2023 – September 30, 2024): Annual independent audit of Ada's security, availability, and confidentiality controls. - **SOC 3**: Public-facing summary of Ada's SOC 2 audit results. - **HIPAA**: Compliance with the Health Insurance Portability and Accountability Act for handling protected health information. - **GDPR**: Full compliance with the EU General Data Protection Regulation. - **CCPA / CPRA**: Compliance with California Consumer Privacy Act and California Privacy Rights Act. - **PIPEDA**: Compliance with Canada's Personal Information Protection and Electronic Documents Act. - **VPAT (WCAG 2.1 AA)**: Voluntary Product Accessibility Template confirming WCAG 2.1 Level AA accessibility compliance. - **PCI Attestation of Compliance (AOC)**: PCI DSS compliance documentation. ## Available Reports and Documents The following reports are available through the Trust Center (some require access request with an Ada point of contact): - 2025 AI Agent Security Report - 2025 Penetration Test Report - WCAG 2.1 AA VPAT (2024) - SOC 2 Type 2 Report - SOC 3 Report - HIPAA Report - Data Flow Diagram (DFD) - Network Diagram - PCI Attestation of Compliance (AOC) - Security Standards Overview - Transfer Impact Assessment ## Security Program Areas **Product Security**: Audit logging, third-party integrations security, multi-factor authentication (MFA). **Data Security**: Data backups, data asset classification, data retention policies. **Application Security**: Vulnerability disclosure program, code scanning, patch management. **AI Security**: AI training data controls, AI security monitoring, AI behavior monitoring. **Data Privacy**: Cookie management, customer data retention policy, data breach notification procedures. **Access Control**: Data access controls, logging, password security. **Infrastructure**: Status monitoring, anti-DDoS, capacity planning. **Endpoint Security**: Anti-malware, disk encryption, endpoint detection and response. **Network Security**: Anti-DDoS, data loss prevention (DLP), firewall. **Corporate Security**: Asset management, email protection, HR security. **Risk Management**: Risk assessments, supply chain risk management. **BC/DR**: Business continuity plan, disaster recovery policy. Recovery Time Objective: 24 hours. Recovery Point Objective: 24 hours. **Training**: Employee privacy training, phishing training, role-based security training. ## Security Grades - SecurityScorecard: **A** (ada.cx and ada.support) - Qualys SSL Labs: **A** (ada.cx and ada.support) - UpGuard: **850** (ada.cx) ## Trusted By monday.com, Neo Financial, Intuit Mailchimp, Canva, Pinterest, Afterpay, IPSY, Verizon, Weber, YETI, and 350+ enterprise organizations. --- # Developer Documentation > Ada's technical documentation hub — platform guides, API reference, Chat SDKs, and release notes. URL: https://docs.ada.cx/ ## Overview Ada's developer documentation covers everything needed to deploy, configure, integrate, and extend Ada's AI customer service platform. The documentation is organized into four main sections. ## Docs URL: https://docs.ada.cx/docs/welcome The platform documentation covers the full lifecycle of deploying and managing an Ada AI agent: - **Onboarding**: Initial setup, agent configuration, and channel connection. - **Knowledge Management**: Structuring and connecting knowledge sources so Ada can answer accurately. - **Playbooks**: Building and deploying multi-step automated workflows using Ada's Playbooks feature. - **Channels**: Configuration guides for messaging (web chat, WhatsApp, SMS, social), voice, and email. - **Testing**: Using Ada's testing tools to verify agent behavior before deployment. - **Coaching**: Correcting and improving agent responses over time. - **Reporting**: Accessing dashboards and metrics for resolution rates, CSAT, escalation rates, and more. Also covers legacy Scripted Ada documentation for customers on the previous platform generation. ## API Reference URL: https://docs.ada.cx/reference/introduction/overview Complete REST API reference for integrating Ada with external systems. Covers: - Authentication and authorization - All available API endpoints - Request and response schemas - Code examples and usage patterns Used by developers building custom integrations between Ada and CRM, ticketing, order management, or other enterprise systems. ## Chat SDKs URL: https://docs.ada.cx/chat/introduction/overview Ada's Chat SDKs enable developers to embed Ada's AI customer service directly into web and mobile applications: - JavaScript SDK for web integration - iOS SDK for native iPhone/iPad apps - Android SDK for native Android apps Covers installation, configuration, event handling, and customization options. ## Release Notes URL: https://docs.ada.cx/release-notes Ada platform release notes documenting new features, improvements, and fixes across all platform components — channels, Playbooks, Coaching, Testing, Reporting, and integrations. Updated with each platform release. --- # ACX Practice > Ada's proven methodology for enterprise AI customer service success. URL: https://www.ada.cx/practice/ ## What is ACX Practice? ACX Practice is Ada's structured approach to helping enterprise customers achieve high-performance AI customer service. It combines the frameworks, templates, benchmarks, and education drawn from hundreds of enterprise deployments and over 1 billion customer conversations. ACX Practice addresses the full journey from initial deployment to mature, optimized AI operations — not just technology implementation. ## ACX Blueprint The ACX Blueprint is the core framework of ACX Practice, combining two components: **ACX Maturity Model**: A multi-step assessment framework that shows organizations where they currently stand on their AI customer service journey and what it takes to reach the next level. It covers automation depth, conversation quality, operational governance, and AI program management. **ACX Methodology**: An actionable process framework with proven operational templates, governance standards, and best practices derived from Ada's experience with 350+ enterprise deployments. It gives CX leaders a clear roadmap from initial AI deployment to measurable business impact. ## ACX Benchmarks Ada provides benchmark data that lets customers compare their performance against industry peers — understanding how their automated resolution rate, CSAT, and escalation rates compare to both typical performance and best-in-class outcomes. These benchmarks are grounded in real data from across Ada's customer base. ## ACX Academy Structured courses and certifications that build team capability in AI customer service operations — from CX practitioners to program managers and executives. Ada Academy accelerates time-to-competency for teams deploying and managing AI customer service at scale. ## Results from ACX Practice Customers - Cebu Pacific increased CSAT and scaled support globally - Tilt improved team productivity while delivering better customer experiences - Epos Now handles complex financial support inquiries at high automation rates - Loop Earplugs achieved 357% ROI and boosted CSAT to 80% --- # ACX Experts > Extend your in-house AI customer service capacity with Ada's expert network. URL: https://www.ada.cx/experts/ ## What is ACX Experts? ACX Experts is Ada's professional services and partner ecosystem that extends the in-house capacity of enterprise CX teams. It connects customers with Ada's own strategic and technical experts, a global community of AI customer service practitioners, and a certified partner network. ## ACX Consultants Ada's own strategic and technical experts who embed with customer teams to accelerate deployment, optimize performance, and drive program maturity. ACX Consultants bring deep expertise from across Ada's 350+ enterprise deployments — providing guidance that goes beyond generic professional services. ## ACX Community A global network of AI customer service leaders and practitioners who share best practices, implementation insights, and benchmarking data. The community provides peer learning that accelerates program development beyond what any single team could achieve independently. ## ACX Partners Ada's certified implementation and technology partner network. Current partners include: - Microsoft - Campfire - Medallia - AWS - Swarm - Farlinium ## Results - 84%+ average automated resolution rate across ACX Expert-supported deployments - Strong ROI on AI investment for customers working with ACX Consultants ## Customer Quotes Checkr (Eric Burdillis) and Loop Earplugs (Toby Moors) highlight the impact of working with Ada's expert network on their AI customer service performance. --- # Vertical Playbooks Library > A library of 36 industry-specific AI agent use cases — showing exactly what Ada's AI agents can do, step by step, across 7 verticals. URL: https://playbooks.ada.cx/ ## What the Vertical Playbooks Library Is The Vertical Playbooks Library is where enterprises find specific AI customer service use cases for their industry. Each playbook describes a complete, automatable customer service workflow — explaining why the use case matters, when the AI agent should handle it, and what the agent does step by step. This is distinct from the Platform Playbooks product page, which explains the Playbooks feature itself. The library is the practical reference for what Ada's AI agents actually do in production across industries. The library covers 36 playbooks across 7 verticals. For full content on every playbook, see: - Index: https://playbooks.ada.cx/llms.txt - Full content: https://playbooks.ada.cx/llms-full.txt ## Ecommerce Playbooks (5) Order Status & Tracking, Returns & Exchanges, Subscription Management, Product Recommendations, Loyalty & Rewards Management. Covers the highest-volume ecommerce contacts — WISMO, return initiation, loyalty redemption — through to AI-driven product discovery and subscription self-service. ## Financial Services Playbooks (5) Account Balance & Transaction Inquiry, Fraud & Dispute Support, Loan & Credit Application Status, Onboarding & KYC Guidance, Payment & Billing Support. Addresses the authentication-sensitive workflows that dominate financial services support queues — account inquiries, fraud disputes, and self-serve loan status. ## Gaming Playbooks (5) Account Recovery & Security, Bonus & Promotion Queries, Payment & Withdrawal Support, Responsible Gaming Support, Technical Troubleshooting. Covers both high-volume transactional workflows (payments, bonuses) and sensitive responsible gaming interactions that require appropriate escalation logic. ## Health Insurance Playbooks (6) Benefits & Coverage Inquiries, Claims Status & Support, Member Onboarding, Medicare Star Ratings Support, Pre-Authorization Guidance, Provider & Network Lookup. Addresses the full spectrum of member service interactions — from Open Enrollment onboarding to chronic care education that improves Medicare Star Ratings. ## Property & Casualty Insurance Playbooks (5) Claims Filing & Status, Policy & Billing Management, Renewals & Payments, Roadside Assistance, FNOL (First Notice of Loss). Covers both routine policyholder service and catastrophic event workflows — including FNOL automation that processed 30–35% of Hurricane Ian claims for Neptune Flood. ## SaaS Playbooks (5) Account & Subscription Management, Customer Onboarding & Activation, Feature Adoption & Training, Technical Support & Troubleshooting, Billing & Invoice Support. Targets the support contacts most likely to impact SaaS retention — onboarding friction, feature confusion, and billing disputes. ## Travel Playbooks (5) Ancillary Services & Upgrades, Baggage & Special Assistance, Booking & Reservation Management, Flight Disruption & Rebooking, Loyalty Program Management. Addresses both the high-volume routine contacts (booking changes, baggage) and the high-stakes disruption workflows where fast, accurate AI response directly protects revenue and passenger satisfaction. --- # Blog > Ada's AI customer service blog — thought leadership, industry guides, use case breakdowns, and strategic frameworks for CX leaders. URL: https://www.ada.cx/blog/ Ada's blog covers seven content categories: Agentic Customer Experience (ACX), Voice & Omnichannel AI, AI Strategy & Transformation, AI Agent in the Field (use case series), Ada News & Product Updates, Developer & Technical Insights, and Impact Stories. The blog publishes multiple times per week and is the primary channel for Ada's thought leadership on enterprise AI customer service. Below are summaries of the 15 highest-signal posts across the blog's key content pillars. ## Core ACX & Strategy **[Agentic customer experience (ACX): The operating model activating AI transformation](https://www.ada.cx/blog/agentic-ai-customer-experience-acx-operating-model/)** Introduces Ada's ACX Operating Model — the framework that separates enterprises successfully scaling AI customer service from those stuck in perpetual pilots. Argues that AI isn't failing in customer experience; the way it's being operated is. Covers the three pillars of ACX (Platform, Practice, Experts) and what high-performing teams do differently. **[The CFO loved your AI business case. Gartner says it's wrong.](https://www.ada.cx/blog/ai-for-customer-service-headcount/)** Examines why most AI customer service ROI models fail to survive contact with finance — typically because they rely on headcount reduction as the primary metric. Based on Gartner research, the post reframes how to build a business case grounded in revenue protection, CSAT improvement, and operational resilience, not just cost savings. **[What 2,000 consumers told us about AI customer service, and what it means for your business](https://www.ada.cx/blog/agentic-ai-for-customer-service-report/)** Data from Ada's global consumer survey of 2,000 respondents on what customers want from AI-powered support. Key finding: the gap between consumer expectations and enterprise delivery is widening — customers are open to AI, but most implementations fall short on resolution quality and personalization. Directly ties to Ada's Agentic CX in 2026 research report. **[The readiness gap holding back enterprise AI customer service](https://www.ada.cx/blog/enterprise-ai-customer-service-readiness/)** Identifies the organizational gaps — governance, knowledge management, team structure, measurement — that prevent most enterprise AI customer service initiatives from scaling. Provides a framework for assessing readiness and a roadmap for closing the most critical gaps before deployment. **[The hidden cost of channel-first AI: What's undermining your strategy, and how to fix it](https://www.ada.cx/blog/channel-first-ai-customer-service-hidden-costs/)** Makes the case against deploying AI channel by channel — showing how siloed AI creates inconsistent customer experiences and operational fragmentation. Introduces the unified reasoning model as the strategic alternative: one intelligence layer powering every channel, ensuring consistent resolutions across messaging, voice, and email. ## Voice AI **[One brain for every channel: The future of agentic customer service starts here](https://www.ada.cx/blog/unified-reasoning-engine-ai-voice-agents/)** Product and strategy piece on Ada's unified Reasoning Engine™ — explaining why voice AI deployments built on separate models from messaging produce inconsistent outcomes, and how a shared intelligence layer resolves this. Includes context on how Ada's architecture differs from channel-by-channel approaches. **[How enterprises scale AI voice agents for real-world customer service](https://www.ada.cx/blog/enterprise-ai-voice-agents-at-scale/)** Operational lessons from Branch and Ancestry on scaling AI voice agents beyond the pilot stage. Covers the technical and organizational challenges enterprises face — latency, agent handoff, quality assurance, workforce change management — and how leading CX teams navigate them. **[Metrics that matter for AI voice agents in customer service](https://www.ada.cx/blog/top-ai-voice-agent-kpis-customer-service/)** A practical measurement framework for voice AI — identifying which KPIs actually reflect customer outcomes (containment quality, resolution rate, CSAT on AI-handled calls) versus vanity metrics (deflection volume, call avoidance) that can obscure poor performance. ## AI Agent Use Cases by Industry **[AI agent in the field: 5 AI customer service use cases ecommerce brands are automating today](https://www.ada.cx/blog/ai-customer-service-use-cases-ecommerce/)** The five highest-volume ecommerce workflows being automated by AI agents: WISMO (where is my order), returns and exchanges, order modifications, loyalty and rewards inquiries, and product availability. Includes implementation context for each use case. **[AI agent in the field: 5 AI in financial customer service use cases to prioritize](https://www.ada.cx/blog/ai-in-financial-services-customer-service-use-cases/)** The five financial services workflows delivering the highest ROI from AI automation: account balance and transaction inquiries, onboarding and KYC guidance, fraud and dispute support, self-serve account management, and loan or product eligibility questions. **[AI agent in the field: 5 AI customer service agent use cases for gaming](https://www.ada.cx/blog/ai-customer-service-gaming-use-cases/)** Five gaming-specific AI agent workflows: player account support, payment and withdrawal inquiries, responsible gaming interactions, bonus and promotion queries, and technical troubleshooting. Addresses how AI can handle sensitive responsible gaming conversations appropriately. **[AI agent in the field: 5 AI customer service use cases for health insurance](https://www.ada.cx/blog/ai-use-cases-health-insurance-customer-service/)** Five production-ready health insurance use cases: benefits and coverage inquiries, claims status, provider and network lookup, prior authorization guidance, and member onboarding during Open Enrollment. Emphasizes HIPAA compliance and the regulatory constraints that shape health insurance AI deployments. **[AI agent in the field: 5 AI customer service use cases for airlines and travel brands](https://www.ada.cx/blog/ai-customer-service-travel-use-cases/)** Five travel and airline workflows: flight disruption and rebooking, baggage inquiries, check-in and boarding support, loyalty program management, and ancillary upsell. Highlights how AI agents protect ancillary revenue during irregular operations by automating rebooking rather than holding queues. ## Industry Guides **[The ultimate guide to AI for ecommerce customer service](https://www.ada.cx/blog/the-ultimate-guide-to-ecommerce-customer-service/)** Comprehensive 25-minute guide to building agentic ecommerce customer service — covering the full strategy from automation prioritization and knowledge management to tech stack selection, team structure, and how to measure ROI. One of the most thorough pieces on the Ada blog. **[The ultimate guide to AI in the travel industry: Building resilient customer service at scale](https://www.ada.cx/blog/ai-in-the-travel-industry-enterprise-guide/)** Enterprise guide to AI in travel customer service — how airlines and travel brands use agentic AI to handle disruption at scale, protect revenue, unify service across channels, and comply with DOT and EU261 regulations. Covers implementation strategy, integration requirements, and how to evaluate AI platforms for travel-specific requirements. --- # Agentic CX in 2026: What Consumers Expect and Most Enterprises Miss > Ada's global research report on the widening gap between consumer AI expectations and enterprise AI readiness — with data from 2,500 respondents across 3 continents. URL: https://www.ada.cx/research/agentic-cx-in-2026/ ## Overview Ada's 2026 research report is based on a global survey of 2,000 consumers and 500 enterprise CX and AI leaders across three continents. It examines the gap between what consumers want from AI customer service and what most enterprises are actually delivering — and provides Ada's ACX Blueprint for advancing AI maturity through each stage. ## Finding 1: Consumers Will Choose AI, But Only When AI Can Do the Job Consumers are not anti-AI — they are anti-bad customer service. The report finds that 59% of consumers prefer always-on, 24/7 AI over waiting for a human agent, but only when AI can actually resolve their issue. When AI fails to resolve, the frustration is worse than if the customer had reached a human immediately. Key data points from this section: - Only 1 in 4 consumers (25%) say their issue was fully resolved without a human agent - Just 32% of consumers rate their most recent AI customer service experience an 8 or higher out of 10 - "Accuracy" and "problem-solving ability" are the most important AI customer service features consumers cite - Empathy ranked last among consumer priorities — capability matters more than personality The implication: the path forward is to make AI more capable, not to make it emulate a more human experience. ## Finding 2: Businesses Optimize for What They Can Easily Measure, Not What Customers Value Despite consumer demand for resolution quality, most enterprises are measuring and optimizing for deflection, speed, and cost reduction — not actual resolution outcomes. Key data points from this section: - Resolution rate ranks seventh among the benefits businesses report seeing from AI deployment, cited by only 22% of enterprises - 44% of businesses are measuring AI and human agent interactions together, making it impossible to isolate AI performance - 44% of businesses have no visibility into AI agent performance independently of human agent metrics - Speed, cost reduction, and deflection dominate the top-reported benefits — ahead of resolution quality The report identifies this as a measurement infrastructure problem: without clean separation of AI and human performance data, enterprises cannot build a credible ROI baseline, identify where AI is falling short, or systematically improve performance. ## Finding 3: Addressing the Capability and Operational Gap Is an Ongoing Discipline 92% of enterprises plan to increase AI investment in customer experience. But most are not equipped to close the gap between AI ambition and operational reality. Key data points from this section: - For 1 in 4 businesses, demonstrated ROI from current deployments is the primary condition for further AI investment — but most lack the measurement infrastructure to prove it - 29% of CX leaders say their team is not adequately resourced and skilled to manage, audit, and coach AI agents effectively - The businesses that stall on their AI maturity journey are missing not just technology but the expertise and organizational structure to operate it The report frames this as a visibility problem masquerading as an ROI problem: enterprises that can't connect AI-resolved interactions to business outcomes can't make the case for further investment. ## Conclusion: A Management Discipline, Not a One-Time Implementation The report concludes that closing the gap between AI ambition and AI reality requires a long-term management discipline — built in layers, refined over time, and grounded in visibility. Each stage of ACX maturity has a distinct set of conditions across Platform, Practice, and Expertise that must be met before advancing. The report includes Ada's ACX Blueprint for advancing through each maturity stage, qualitative insights from CX and AI leaders across three continents, and in-practice case studies. --- # Customer Stories > How enterprise brands achieve measurable results with Ada's AI customer service platform. URL: https://www.ada.cx/case-studies/ Ada serves 350+ businesses across ecommerce, financial services, gaming, health insurance, P&C insurance, SaaS, travel, and telecom. Below are detailed summaries of 19 published case studies, each including key metrics, AI agent names (where applicable), and outcome context. --- ## IPSY — Ecommerce URL: https://www.ada.cx/case-study/ipsy/ IPSY is the world's largest beauty subscription service, sending millions of personalized beauty bags each month. After failed attempts with other AI platforms, IPSY deployed Ada's AI agent — named Glam Bot — and achieved results that exceeded all expectations within 4 months. Key results: - 943% ROI - 64% increase in Automated Resolution rate - 41% increase in CSAT (customer satisfaction score) - ~160,000 conversations contained by AI in the first period - First successful AI customer service implementation after prior vendors fell short IPSY's team credited Ada's ability to connect to their existing systems and handle the complexity of beauty subscription inquiries — including order status, product questions, and account management — without requiring extensive engineering effort. --- ## Blackhawk Network — Financial Services URL: https://www.ada.cx/case-study/blackhawk-network/ Blackhawk Network is a global leader in branded payments, operating gift card, rewards, and prepaid solutions at scale across multiple brands. Their Ada deployment represents one of the most mature generative AI customer service implementations among Ada's customers. Key results: - Resolving approximately half of all inbound customer inquiries via AI - Expanded Ada across all brands and all support channels - Human agents upskilled to handle complex, high-value interactions previously mixed with routine queries - Consistent quality and containment across a complex, multi-brand environment Blackhawk Network's story is a benchmark for enterprise AI customer service maturity — showing how organizations can move from pilot to full-scale, cross-brand deployment while improving both efficiency and service quality. --- ## Tilt — Financial Services URL: https://www.ada.cx/case-study/tilt/ Tilt is a financial technology company offering payment solutions and financial tools. Their Ada deployment is notable for spanning both chat and email channels, with Ada handling email inquiries end-to-end — a rare example of full AI-driven email automation at scale. Key results: - 84% Automated Resolution rate on chat - +8 points CSAT improvement (up to +15 points at peak periods) - 9-hour reduction in average first response time for email - 6 million conversations handled per year - 94% containment rate Tilt's results demonstrate that AI customer service can be as effective for email as for chat — reducing response times from nearly a full business day to near-instant resolution for most inquiries. --- ## Cebu Pacific — Travel URL: https://www.ada.cx/case-study/cebu-pacific/ Cebu Pacific is one of Asia's largest low-cost airlines, operating an extensive network across the Philippines and international routes. Their AI agent, Charlie, replaced a legacy scripted chatbot and delivered dramatically improved outcomes from day one. Key results: - 34%+ higher Automated Resolution rate compared to the previous chatbot - 50%+ improvement in CSAT scores - Under 1 minute average wait time for customers - Significantly reduced load on human agents during peak travel disruptions Charlie handles a wide range of airline passenger inquiries — from flight status and booking changes to baggage policies and check-in — in a conversational, generative AI-powered format that the legacy scripted bot could not match. --- ## Simba Sleep — Ecommerce URL: https://www.ada.cx/case-study/simba-sleep/ Simba Sleep is a UK-based sleep technology brand selling premium mattresses, pillows, and sleep products globally. Their AI agent, Luna, transformed Simba's customer experience from a reactive support function into a proactive revenue-generating channel. Key results: - £600,000+ in monthly revenue influenced by AI interactions - Equivalent capacity of 8 full-time employees delivered by the AI agent - 1,000+ conversations handled per week by Luna - Global CX operations scaled without proportional headcount growth Luna not only resolves support inquiries but actively assists customers through the purchase journey — recommending products, answering pre-sales questions, and reducing friction at checkout. Simba's case shows how an AI agent can be a direct contributor to revenue, not just a cost centre. --- ## Loop Earplugs — Ecommerce URL: https://www.ada.cx/case-study/loop-earplugs/ Loop Earplugs is a fast-growing Belgian consumer brand selling premium earplugs for noise reduction, concerts, sleep, and focus. Their AI agent, Aura, transformed a backlogged, overwhelmed support team into a best-in-class operation within months. Key results: - 357% ROI - Equivalent capacity of 25 full-time employees delivered by Aura - 80% CSAT score - 194.52% improvement in first response time - Ticket backlog eliminated and team re-focused on complex, high-value interactions Loop's story is one of the most striking transformations in Ada's customer portfolio — a brand that was struggling under the weight of rapid growth and found that AI could scale their CX faster and more cost-effectively than hiring alone. --- ## Checkr — SaaS URL: https://www.ada.cx/case-study/checkr/ Checkr is a technology platform for background screening, serving enterprises across hiring, gig economy, and compliance use cases. Their support interactions are inherently sensitive — involving employment eligibility, legal processes, and personal data — making quality and accuracy critical. Key results: - 162% improvement in CSAT - Equivalent capacity of 150 full-time employees delivered by the AI agent - 69% Automated Resolution rate - 76% CSAT score achieved within 9 months of deployment Checkr's results demonstrate that Ada's AI agent can operate effectively in high-stakes, regulated environments where the margin for error is low. The 162% CSAT improvement is among the largest on record across Ada's customer base. --- ## Life360 — SaaS URL: https://www.ada.cx/case-study/life360/ Life360 is a family safety platform with over 66 million members, offering location sharing, driving insights, and emergency response features. Their AI agent, Vida, handles a high volume of emotionally sensitive interactions — from worried parents to emergency situations — where empathy and accuracy are equally important. Key results: - 70% Automated Resolution rate - Equivalent capacity of 400 full-time employees - 3x faster average response times - 5x increase in support capacity - 150,000 conversations handled per month by Vida Life360's 400 FTE equivalent is one of the largest capacity achievements in Ada's portfolio, reflecting the scale of their user base and the volume of support interactions that Vida now handles autonomously. --- ## Trust & Will — SaaS URL: https://www.ada.cx/case-study/trust-and-will/ Trust & Will is an online estate planning platform that has helped over 100,000 Americans create wills, trusts, and other end-of-life legal documents. Their AI agent, Will-E, manages inquiries that are inherently personal and sensitive — including questions about inheritance, guardianship, and estate law. Key results: - 68% Automated Resolution rate - 75% CSAT score - 100,000+ estate plans completed with AI-assisted support - Will-E handles complex estate planning questions with appropriate empathy and accuracy Trust & Will's deployment shows that AI customer service is not limited to transactional inquiries — even emotionally sensitive, legally complex conversations can be resolved effectively by a well-configured AI agent. --- ## Epos Now — SaaS URL: https://www.ada.cx/case-study/epos-now/ Epos Now is a cloud-based point-of-sale and business management platform serving hundreds of thousands of SMB customers globally. Their AI agent, Sidekick, manages a complex mix of technical support, billing, and onboarding inquiries across a large, geographically distributed customer base. Key results: - 60,000 labor hours saved per month - 30% increase in CSAT on messaging channels - 15% increase in CSAT on phone channels - 70% Automated Resolution rate - 40% year-over-year revenue growth attributed in part to improved CX and retention Sidekick's ability to save 60,000 labor hours monthly — equivalent to roughly 375 full-time employees working a standard month — is one of the most dramatic efficiency gains in Ada's case study library. --- ## monday.com — SaaS URL: https://www.ada.cx/case-study/monday-com/ monday.com is a leading work operating system used by 225,000+ customers globally for project management, workflow automation, and team collaboration. Their Ada deployment prioritized both agent efficiency and end-user satisfaction. Key results: - 42% reduction in average agent handle time - 64% CSAT score - 225,000+ customers served through the AI-assisted support model - AI agent handles a wide range of inquiry types across monday.com's diverse global user base The 42% reduction in agent handle time reflects Ada's ability to not only contain conversations autonomously, but to surface relevant context that helps human agents resolve escalated conversations faster when they are involved. --- ## Brigit — Financial Services URL: https://www.ada.cx/case-study/brigit/ Brigit is a financial health app serving over 7 million users with cash advances, credit building tools, and financial insights. Their AI agent (named Sonny for email interactions) outperformed their previous scripted chatbot on every key performance metric. Key results: - 15% improvement in CSAT - 40% ticket resolution rate handled autonomously by AI - 7 million users supported through the Ada-powered experience - Sonny handles email inquiries end-to-end, reducing manual email triage Brigit's story highlights the compounding value of AI in fintech: as the user base grows, the AI agent scales proportionally without additional cost — making the economics of support increasingly favorable over time. --- ## Neptune Flood — P&C Insurance URL: https://www.ada.cx/case-study/neptune-flood/ Neptune Flood is a technology-driven private flood insurance provider offering fast, digital-first insurance products across the United States. Their Ada implementation transformed both the efficiency and the scope of their customer service operations. Key results: - 78% decrease in cost per ticket - 92% decrease in average resolution time - $100,000 in savings in the first year alone - 30–35% of all flood insurance claims submitted directly through the Ada AI agent - During Hurricane Ian, the AI agent managed a significant proportion of the emergency claims surge Neptune Flood's case is a landmark for the insurance industry: AI not only handles routine policy questions but actively processes claims submissions — replacing a process that traditionally required human intervention at every step. --- ## Tango Card — Financial Services URL: https://www.ada.cx/case-study/tango-card/ Tango Card is a B2B rewards and incentives platform that delivers digital gift cards and reward experiences for enterprise clients. They serve a layered customer base — business partners, reward recipients, and new prospects — each requiring tailored automated interactions. Key results: - 100% SLA adherence maintained since Ada deployment - 6.7x ROI in the first year - 83% improvement in average first response time for reward recipients - 70% containment rate for recipient interactions (exceeding their original 30–50% target) - 10% reduction in ticket volume during Q4 2021 despite sending more rewards than ever Tango Card's architecture — integrating Ada with Salesforce, HubSpot, NetSuite, and proprietary APIs via Workato — is a strong example of how enterprises can connect Ada to complex multi-system environments without requiring agents to manually look up data across tools. --- ## Grab — SaaS / Super-App URL: https://www.ada.cx/case-study/grab/ Grab is Southeast Asia's leading super-app, offering ride-hailing, food delivery, grocery delivery, payments, and home services across the region. They deployed Ada on Facebook Messenger to handle a growing backlog of customer service inquiries across six markets. Key results: - 3x higher containment rate compared to previous approach - 23% reduction in operational costs - 90% decrease in ticket backlog - 6 markets served: Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam Grab's Messenger-based deployment demonstrates Ada's ability to operate natively within social and messaging platforms — meeting customers where they already are — while significantly reducing the burden on human agent teams. --- ## Wave — Financial Services URL: https://www.ada.cx/case-study/wave/ Wave is a financial software platform for small businesses, offering free accounting, invoicing, and payroll tools. Their AI agent, Mave, was launched during Wave's busiest time of year — tax season — and immediately delivered measurable results. Key results: - 500+ million automated interactions to date - $1.2 million in estimated annual savings - 5x ROI after 12 months - 70% containment rate during the first busy season immediately after launch - 65% reduction in support ticket creation within the first month Mave was built in 3.5 weeks and launched mid-tax season — a high-stakes deployment that paid off immediately. Wave uses Ada to intelligently route customers based on their account tier (free, pay-per-use, monthly), ensuring each customer reaches the right team without agents needing to manually check entitlements. --- ## Indigo — Ecommerce URL: https://www.ada.cx/case-study/indigo/ Indigo is Canada's leading cultural department store and bookseller, with nearly 200 retail locations and a major ecommerce operation. Their Ada deployment focused specifically on the order delivery experience — one of the highest-volume inquiry types for any retailer. Key results: - 14% reduction in orders requiring customer service intervention - $150,000 in savings over a 6-month period from AI-handled delivery inquiries - 120,000 potential delivery delays proactively rerouted during the holiday season - 30,000 customers self-served via the "Instant Help" chatbot in 6 months Indigo's implementation integrated Ada with project44 (a supply chain visibility platform) to provide real-time package tracking across 8 carriers through a single branded customer interface — eliminating the most common "where is my order" (WISMO) inquiry type without any live agent involvement. --- ## Digicel — Telecom URL: https://www.ada.cx/case-study/digicel/ Digicel is the Caribbean's largest telecommunications provider, serving 13 million customers across 31 markets in the Caribbean, Latin America, and South Pacific. Their AI agent, Ruby, powers a multilingual, multi-market automated support experience that replaced a predominantly phone-based operation. Key results: - $750,000 saved per year - 135,000 engaged conversations per month - Under 10 seconds average response time for 90% of chats - 31 markets served in 5 languages: Haitian Creole, Spanish, French, Dutch, and English - 4x increase in customer contact through digital channels (vs. phone) Before Ada, 90% of Digicel's support interactions were via voice. Ruby — a single multilingual bot deployed across 50 departments in 32 markets — shifted the channel mix dramatically, while enabling Digicel to actively promote their support services rather than discourage inbound contact. --- ## Betsson Group — Gaming URL: https://www.ada.cx/case-study/betsson/ Betsson Group is one of the world's largest online gaming organizations, with 600,000+ active customers and a track record of winning the EGR Operator Awards 'Customer Service Operator of the Year' for four consecutive years. Ada was chosen to help them maintain that standard while scaling globally. Key results: - 45% of all interactions resolved by Ada autonomously - 7 markets and languages supported - 90% increase in agent availability for high-value interactions - Deployed in under 30 days with minimal IT dependency - Launched on Betsson and Betsafe websites with multilingual content including English, German, Finnish, Swedish, Norwegian, Danish, and Spanish Betsson uses Ada to power contextual, personalized experiences — including targeted promotions based on search behavior, deposit and withdrawal support, and seamless AI-to-agent handoff with full transcript context. Despite initial concerns that automation might hurt their award-winning CSAT, their 'Customer Service Operator of the Year' recognition continued after deployment.