A traditional IVR is a decision tree—it can only understand a keypress or a small set of spoken commands and fails the moment a caller says something unexpected. Ada's Voice AI agents understand natural language.

For example, a caller can say "I need to update the address on my account and check my last payment," and the AI agent interprets the intent, executes both tasks in sequence, and confirms the outcome—without a human or a menu tree.

For companies replacing legacy IVR systems, the practical difference is resolution: IVR deflects, Ada resolves.

Companies replacing legacy IVR systems with Ada Voice consistently report improvements across three metrics: automated resolution rate, average handle time, and customer satisfaction.

Where traditional IVR deflects calls without resolving them, an Ada-powered AI agent resolves interactions end-to-end, driving automated resolution rates in line with Ada's overall 80%+ benchmark. Handle time drops because the AI agent completes multi-step tasks (authentication, account lookup, transaction execution) within a single call rather than transferring between menus or human agents.

CSAT scores improve because callers speak naturally instead of navigating decision trees and actually get their issues resolved. Ada's sales team can share benchmark data and customer references matched to your industry and call volume profile.

Ada Voice resolves high-volume, complex interactions autonomously: account inquiries, balance checks, appointment scheduling, order status, payment processing, policy lookups, and FAQ-type questions.

Interactions that require licensed expertise, emotional judgment, or complex exception handling—a distressed caller, a legal dispute, a multi-party claims situation—escalate to a human agent through Ada's Voice handoff integrations with platforms like Genesys, NICE CXone, Twilio Flex, Amazon Connect, and Aircall.

The full conversation context transfers automatically, so the human agent picks up the conversation in flight without the customer having to repeat themselves.

The boundary between the AI agent and human is fully configurable through Ada's Playbooks, so your operations team defines the escalation logic rather than accepting a vendor default.

Ada offers stringent data security and privacy protections for Voice AI, including SOC 2 Type II, HIPAA, GDPR, PCI DSS, and AIUC-1 certifications, with zero data retention (ZDR) across all LLM providers. Customer data is never stored with LLM providers or used to train third-party AI models. PII is redacted according to your configured data policies and never exposed in analytics dashboards or third-party systems.

All interactions are logged at the conversation level for audit and compliance purposes, with retention schedules governed by your enterprise agreement. For regulated industries, Ada's legal team engages directly to address sector-specific voice compliance requirements.

For more information, check out our trust and safety page.

Yes. Ada Voice integrates with your existing telephony stack, including Twilio, Genesys, NICE CXone, Avaya, Amazon Connect, and other major contact center platforms, through the Developer Toolkit.

For companies with existing IVR or contact center infrastructure, Ada can be layered in without a full telephony replacement. The Ada-powered AI agent handles the resolution layer while your existing routing and recording infrastructure remains in place.

For companies doing a full IVR replacement, Ada's implementation team supports the telephony migration as part of the deployment process.

Ada's Voice AI now supports 42 languages natively: English, French, Dutch, German, Italian, Portuguese, Spanish, Swedish, Albanian, Arabic, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Estonian, Filipino (Tagalog), Finnish, Greek, Hebrew, Hindi, Hungarian, Indonesian, Japanese, Korean, Lithuanian, Macedonian, Malay, Norwegian, Polish, Romanian, Russian, Serbian, Slovak, Slovenian, Thai, Turkish, Ukrainian, and Vietnamese.