The Blog

AI expertise that drives real customer service impact

Agentic customer experience (ACX) Sep 9, 2026 · 7 min read

Meet the 2026 ACX Award winners

This year's five ACX Award winners arrived at the same habit from five different industries: treating an AI agent as an operation to staff, measure, and improve, rather than a product to install and leave alone.

Read

AI strategy & transformation Sep 1, 2026 · 16 min read

Why customer service leaders are sounding the alarm on containment rate and establishing new AI agent metrics

Here’s a look at why containment rate fails as an automation metric, and measures of success that can be tapped instead, such as automated resolutions.

Voice & omnichannel AI Aug 28, 2026 · 21 min read

The ultimate guide to AI omnichannel customer service

Differentiate your customer experience with AI omnichannel customer service. Not sure how? Read this extensive guide to learn how.

Ada news & product updates Aug 25, 2026 · 6 min read

Manage your AI agent with the tools your team already trusts

Ada opens the configuration that shapes your AI agent to your own tools: MCP and APIs where changes stage on change sets, get tested before they ship, and land on the record.

Featured Categories

Stay ahead of AI in customer experience

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.

Learn more

AI strategy & transformation Aug 24, 2026 · 7 min read

How to choose an AI platform for airline customer service

Most guides to buying customer service AI are written for a generic enterprise. Airlines are not one. So the evaluation questions are different too. Here is what actually matters, and what to ask.

AI strategy & transformation Aug 14, 2026 · 6 min read

From cancelled to confirmed: how agentic AI resolves airline disruptions end to end

When a flight cancels, the hold queue does more damage than the weather. Watch an Ada-powered AI agent rebook a passenger, book the hotel, and file the claim in one 3.5-minute call.

Ada news & product updates Aug 10, 2026 · 3 min read

Bring your AI agent into your security review

Ada now answers the questions security teams ask: an Audit log with interface-level attribution, bulk end-user deletion as one tracked job, and visibility into every AI-assistant connection.

Ada news & product updates Jul 24, 2026 · 3 min read

Your customers are in your Instagram DMs. Now your AI agent is too

Ada's Instagram DMs channel is generally available: a direct Meta integration your team connects self-serve from the dashboard, so your AI agent answers customers right in their Instagram DMs.

Ada news & product updates Jul 23, 2026 · 5 min read

Your AI agent should speak your language

Glossary is now generally available in Ada: a managed vocabulary of your business terms, translations, and definitions, applied on every turn of every conversation.

Impact stories Jul 9, 2026 · 14 min read

High stakes, real money, zero room for error: How Green Feather built an agentic customer experience for online gaming

For organizations wondering whether AI can handle their most complex customer interactions, Green Feather offers a compelling answer.

Ada news & product updates Jun 29, 2026 · 11 min read

Builder update: Deeper resolution, knowledge in 60 languages, and enterprise control

We've expanded Ada’s agentic AI platform to give ACX teams the ability to build, manage, and continuously improve AI agents with greater confidence.

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.

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.

From Returned to Reordered: See How Agentic AI Converts Retail Returns Into New Revenue, End to End

Stay ahead of AI in customer experience

RFP template: Choosing AI technology for enterprise customer service