the blog

AI expertise that drives real customer service impact

Agentic customer experience (ACX) 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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Impact stories 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 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) 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.

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inside the black box

Your monthly look at the AI reshaping customer service

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 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) 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 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) 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 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) 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.

Agentic customer experience (ACX) 9 min read

The CFO loved your AI business case. Gartner says it's wrong.

Every AI for customer service business case tells a similar story. Gartner just told us the math doesn't close.

AI agent in the field 11 min read

AI agent in the field: 5 AI customer service agent use cases for gaming

Here are the five AI customer service workflows that teams are automating with AI agents to reduce support pressure and strengthen player retention.

Agentic customer experience (ACX) 9 min read

Gen Z and Boomers want the same thing from AI customer service. Here’s where it falls apart.

A strategy built on the old generational script is likely failing multiple cohorts simultaneously. The misses aren't random. They're predictable—and fixable.