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13 min read AI won’t scale your customer experience. A disciplined operating model will
When AI in customer experience operates at the core of operations, success is no longer defined by where it is deployed. It’s defined by how it’s managed.
Connect across every messaging touchpoint
Deliver consistent, always-on AI customer service across chat, SMS, WhatsApp, social, and in-app messaging.
Solve complex issues without rigid workflows
AI agents identify intent, retrieve real-time data, and follow your SOPs dynamically to execute multi-step workflows, without relying on script-based paths.
Unified intelligence across channels
Ada’s unified Reasoning Engine™ powers shared intelligence across messaging, email, and voice. Manage your AI agent in one place, reduce operational complexity, and deliver consistent, brand-aligned experiences everywhere.
”We recognized that our customers needed support on demand, whenever and wherever it suited them. With that in mind, we expanded our support across chat, social platforms, and even WhatsApp, giving customers the flexibility to reach us through the channels most convenient for them.”
Ismail Ostrilski
Head of Operations at EposNow
Turn your SOPs into automated workflows with Playbooks
Handle complex tasks with structured workflows. Playbooks let your AI agent follow multi-step SOPs using real-time data, without relying on rigid, scripted frameworks.
AI Messaging features and capabilities
Intelligently route customers to human agents at the right moment while providing full context and customer data.
Provide tailored service in 60+ languages with a single AI agent. Meet customers in their preferred language, wherever they are.
Refine tone, responses, and decisions through targeted feedback. Improvements are instantly applied across every channel to drive stronger performance.
Sync with the systems that power your business
Connect Ada with business-critical systems like Zendesk, Salesforce, and Twilio to automate actions, personalize responses, and unlock faster resolution across every channel.
”We’re only at the beginning of this transformation, yet the potential is already undeniable. Agentic AI is poised to redefine how support is delivered—for us at BHN and for our customers—for good.”
Cara Renfroe
SVP, Global Operations at Blackhawk Network at EposNow
