The Blog

AI expertise that drives real customer service impact

Ada news & product updates Jun 22, 2026 · 9 min read

Why AI agents get harder to scale, and how Playbooks solves it

As AI agents tackle more complex workflows, three challenges emerge: latency, adherence, and customer behavior. Here's how Playbooks addresses them.

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Voice & omnichannel AI Jun 22, 2026 · 11 min read

Ask the expert: Why resolution is the real test of voice AI

We spoke to Ada's Voice PM to learn more about agentic voice AI and the inconvenient truths most of the industry is still missing.

Agentic customer experience (ACX) Jun 13, 2026 · 10 min read

Beyond FAQs: How leading brands automate complex customer service workflows with AI

Resolution is the next frontier of CX. Companies making the most progress are approaching that challenge differently. Here's how three brands are doing it.

Agentic customer experience (ACX) Jun 11, 2026 · 12 min read

AI customer service by industry: Where trust has been earned

Different industries face different challenges, but the underlying mandate is the same: trust isn't created through a single interaction, it's earned.

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RFP template: Choosing AI technology for enterprise customer service

An excel sheet containing 100+ detailed evaluation questions across seven categories in scoring-ready format you can send directly to vendors.

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Impact stories Jun 1, 2026 · 11 min read

How Dott's CX team became its first AI-native organization

Dott's CX team doesn't manage queues. It manages an AI agent and surfaces insights that influence decisions across the business.

Ada news & product updates Voice & omnichannel AI May 27, 2026 · 11 min read

Builder update: What we've shipped for AI voice agents and beyond

Over the past few months, we've expanded the capabilities that power Ada ACX. Here's what we built.

Agentic customer experience (ACX) May 27, 2026 · 11 min read

When disruption hits: How agentic customer experience helps companies respond under pressure

When disruptions hit, customers need more than answers. See how leading brands use agentic customer experience to respond under pressure.

Impact stories May 22, 2026 · 7 min read

Why AI customer service programs stall at scale, and what Endy did differently

See how Endy scaled AI customer service across three brands using Playbooks and an agentic customer experience approach.

Agentic customer experience (ACX) May 11, 2026 · 8 min read

AI customer service expectations around the world: What the global data reveals about NA, Europe, and APAC

To understand what customers actually expect, Ada partnered with NewtonX to survey 2,000 global consumers, all of whom had recent experience with AI.

Ada news & product updates May 1, 2026 · 9 min read

Introducing Ada Labs: Applied AI research for agentic customer experience

Ada Labs brings applied AI research into the open, advancing the systems behind agentic customer experience at production scale.

Agentic customer experience (ACX) May 1, 2026 · 10 min read

AI in the travel industry: What new data reveals about the customer service gap

According to the latest research, AI in the travel industry one of the highest-stakes CX investments companies can make, and how you build it matters.

Impact stories May 1, 2026 · 9 min read

How to measure AI customer service success: Lessons from eSky’s 17-point gain in automated resolution

Within four months of refocusing their measurement framework, eSky Group increased their resolution rate by 17 points, leading to, in part, a 200% ROI.

Agentic customer experience (ACX) Apr 22, 2026 · 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.