Successful enterprises treat AI agent management as a core competency, one they build and own in-house. Ada's ACX Operating Model is designed to help them do exactly that.

The model combines three elements:

ACX Platform, ACX Practice, and ACX Experts, giving enterprises everything they need to manage and continuously improve high-performing AI agents that deliver personalized experiences at scale.

ACX Practice distills insights from hundreds of deployments and 1B+ customer conversations into blueprints, benchmarks, and training.

ACX Experts provide hands-on guidance to help customers build AI agents that consistently exceed human-level performance.

Agentic customer experience (ACX) means AI agents that act autonomously, understand complex customer problems, take action on the customer's behalf, and resolve issues end to end.

In a single conversation, an Ada-powered AI agent authenticates the customer, checks account status, executes the workflow, updates the system of record, and confirms the outcome. That's the difference between a chatbot that answers simple FAQs and contains an issue and an agentic AI agent that resolves complex, long-horizon tasks.

This enables enterprises to resolve over 80% of customer conversations autonomously without human intervention, lift CSAT, increase customer lifetime value, and deliver deeply personalized experiences at scale.

Ada's ACX Platform has four core components:

1. Unified Reasoning Engine™: A single intelligence layer powering AI agents across all channels using shared customer context, business logic, and policies alongside multiple layers of safeguards.
2. Conversation Hub: Deploy AI agents across all languages and channels, including voice, messaging, email, and custom channels.
3. Performance Center: Full visibility and control to build, launch, manage, and optimize your AI agent. Playbooks automate multi-step SOPs, Coaching drives continuous improvement, and Simulations let you test changes safely before they go live.
4. Developer Toolkit: APIs and SDKs to integrate Ada into your existing enterprise systems, and the MCP Server that lets you manage and continuously improve your AI agent from your preferred AI workspace like Claude or ChatGPT.

Ada makes it easy to deliver seamless omnichannel experiences through its unified Reasoning Engine™—a single intelligence layer that powers your AI agent across all channels, including voice, chat, email, messaging apps, SMS, in-app, and social.

By leveraging shared customer context, business logic, and policies—including knowledge bases, SOPs, and APIs—alongside multiple layers of safeguards, AI agents deliver consistent, accurate, safe, on-brand, and personalized experiences regardless of how customers engage.

This significantly reduces the operational effort of going omnichannel. With a build-once approach, logic is shared by default and experiences replicate automatically, making consistency a built-in outcome rather than a manual effort.

Ada customers consistently report 80%+ automated resolution rates, significant reductions in cost per contact, higher CSAT, and faster resolution times—outperforming both previous AI solutions and human-only approaches. In one publicly cited example, Cebu Pacific achieved a 34% increase in resolution rate after deploying Ada's ACX Operating Model.

Across deployments in Ecommerce, Financial Services, Travel, Gaming, SaaS, Health insurance, and Property & Casualty insurance, the pattern is consistent: high-volume, high-stakes, complex inquiries get resolved autonomously, while human agents focus on the high-value interactions where judgment matters.

Successful enterprises leverage Ada's ACX Operating Model to manage and govern their AI agents.

The ACX Operating Model combines three elements:

1. ACX Platform: Gives enterprises everything they need to manage and continuously improve high-performing AI agents that deliver personalized experiences at scale.
2. ACX Practice: Distills insights from hundreds of deployments and 1B+ customer conversations into blueprints, benchmarks, and training.
3. ACX Experts: Provides hands-on guidance to help customers build AI agents that consistently exceed human-level performance.