monday.com is a work operating system where organizations of any size can create the tools and processes they need to manage every aspect of their work. By combining building blocks, like apps automations and integrations, teams can build or customize the workflows of their dreams. They quickly found scripted bots to be inflexible and time-consuming for their support team to manage.

Tal Gulst, Bot Manager at monday.com, integrated Ada's generative AI agent into their workflow and has not looked back, stating “It’s conversational, and really understands the customer’s issue.” Since then, they’ve deployed Ada’s AI Agent across multiple customer channels and seen impactful efficiency gains.

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Before Ada’s AI agent, monday.com’s customer experience team managed chats, emails, and callbacks globally, with 76% of their conversation volume coming from the chat channel. Their scripted chatbot approach was hard to maintain and needed constant, manual updates.

They were looking for a dynamic solution to automatically resolve customer inquiries on chat and allow agents to focus on strategic, high-value tasks.

About Ada
“The immediate improvements in performance and flexibility with an AI agent were astonishing. Just turning it on was like 40-45% containment. Everyone was initially shocked and unsure how it could be that good. Through QA, and growing the confidence of the management and team, it’s now much easier for us to make changes and decisions and move forward and develop it,” Tal explained.
Since onboarding the AI agent, their containment rate has grown month over month, with overwhelmingly positive customer feedback. monday.com’s highest volume channel was now proving to be their most successful. Because of this, monday.com has sought to make the AI agent even more accessible to customers, placing it on many areas of the platform such as the pricing page, knowledge base and admin center.
Bolstered by the success of generative AI on chat, the customer experience team set their sights on a more complex, and more tedious channel: email. When Ada offered monday.com access to an early access program (EAP) for email, they were excited to hop on board.