Automate complex, multi‑step workflows with AI customer service agents
Resolve complex customer problems autonomously. With Playbooks, your AI agent follows your SOPs consistently, responds in real time, and stays on track even when customers don’t.
Speak to an expertPurpose-built Playbooks for your industry
Design workflows that power the best experiences for your customers and resolve their problems autonomously, across all your high-stakes use cases.
Streamline booking updates. Help travelers change seats, request meals, and update contact details in just a few steps.
Take the hassle out of returns. Help customers resolve refunds, exchanges, and shipping questions quickly and independently.
Reduce disputed bets. Help players understand game rules, payout limits, and promotional terms with instant answers.
Simplify account access. Enable customers to securely reset their PINs and passwords instantly, with no back-and-forth required.
Reduce churn proactively. Automate subscription inquiries, refund eligibility, and plan changes while creating retention opportunities.
Speed up policy serving. Authenticate policyholders and deliver proof of insurance documents on demand.
Simplify billing support. Give members clear answers about charges, due dates, and payment options automatically.
Resolve more with less effort
Build 10x faster
Build, reuse, and update Playbooks effortlessly
Create Playbooks 10x faster using plain language or uploaded SOPs. Link workflows together, reuse them across use cases, and update them easily as policies evolve.
Precision at scale
Consistent and accurate execution at scale
Playbooks follow your SOPs consistently, using real-time customer and system data to personalize interactions and take the right actions every time.
Intent at every turn
Stay on track through complex conversations
Customers change their minds, ask side questions, and switch topics. Ada understands intent at every turn, answers questions in context, and keeps conversations moving toward resolution.
When your ride is done, you want it done immediately. No human agent can instantly end your ride, it’s only possible with Ada.
COO at Dott
The inquiries our customers need help with aren’t just general knowledge questions. They’re specific to their account and require that ‘first check this, then that’ flow, which Playbooks do really well. It’s how we give customers accurate, personalized answers instead of generic ones.
AI & Automation Strategy Manager, ipsy
Within my first year, we expanded to email and expanded our processes, automating cancellations and address changes, scaling across two new brands and replicating the same successful workflows. Our automated resolution rate has increased by 20 percentage points since I first onboarded.
Team Lead, CX AI & Automation at Endy
See what extraordinary looks like
Watch Ada’s AI agent navigate a real, multi-step customer interaction: handling interruptions, personalizing in real time, and reaching resolution autonomously.
Frequently asked questions
Playbooks are purpose-built for automating complex, multi-step customer service workflows.
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.
Ada can automate any complex, multi-step workflow that is captured in your SOPs.
Real-world examples span every industry: flight rebooking and disruption handling for airlines, claims triage and policy lookups for insurance, returns and exchange processing for ecommerce, onboarding and billing support for SaaS, technical troubleshooting for tech companies, and coverage verification for health insurance.
A traveler reaches out about a disrupted flight. With Playbooks, your Ada-powered AI agent authenticates the traveler, retrieves booking details from your reservation system, surfaces available rebooking options, confirms the traveler’s preferred option, rebooks the flight, and sends a confirmation, all within a single conversation.
From the traveler’s perspective, they’re receiving an instant resolution on a stressful situation. From the airline’s perspective, a high-volume, high-anxiety interaction type is handled end-to-end without a human agent, building transparency and confidence in the service.
Playbooks are built through Ada’s no-code interface, designed to be managed by CX teams without engineering overhead for day-to-day configuration. For more complex integrations, such as connecting Ada to a custom backend or building workflows that span across multi-system transactions, developer involvement is typically required to set up or access the underlying APIs.
Once built, most teams manage and update their workflows without ongoing engineering support. Ada provides hands-on implementation guidance to accelerate the build and helps your team become experts in managing AI agents.
Ada connects to your backend systems, CRM, OMS, ERP, ticketing platforms, through native integrations and a robust suite of APIs.
Within a Playbook, an Ada-powered AI agent can read from and write to external systems in real time: checking inventory, pulling account details, updating a record, processing a transaction, or sending a confirmation.
That’s what enables end-to-end resolution rather than just information retrieval. The AI agent takes action using live data from your systems, not static answers from a knowledge base.