Your next star service rep won’t ask for a desk—just your SOPs

Playbooks enables your AI agent to follow your SOPs with precision, logic, and flexibility, handling high-stakes workflows like your best human agents would.

AI strategy & transformation 9 min read

Unpacking AI agent pricing: Resolution-based vs. conversation-based models

As businesses get serious about AI customer service, they’re asking: How should we be paying for this? And more importantly: What are we actually paying for?

Customer service automation 11 min read

How to choose the right AI integrations for your customer support stack

Even the most intelligent AI can’t drive impact alone. It needs context. It needs data. It needs access. That’s where integrations come in.

AI strategy & transformation 19 min read

The ultimate guide to building an AI customer service team

It’s not about adding AI to your team, it’s about building your team around it. Here’s how.

Developer & technical insights 10 min read

Using Claude Code: How AI can transform your approach to technical debt

Teaching AI our testing standards helped us turn risky refactors into routine improvements. Here’s how.

AI strategy & transformation 9 min read

The AI org chart: How support teams are evolving

See how leading support teams are redesigning their org charts to scale automation with structure, clarity, and impact.

Customer service automation 13 min read

The ultimate guide to AI integrations for customer service

Performance doesn’t come from AI alone. It comes from AI integration.

AI strategy & transformation 7 min read

Zero retention, zero risk: The case for ephemeral AI

What if your AI didn’t just forget your conversation—what if it never remembered it in the first place?

AI strategy & transformation 11 min read

The AI customer service organization of the future: How to build your ACX team now

The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.

AI strategy & transformation 7 min read

how model context protocol (MCP) is unlocking smarter AI agents for customer service

Learn how Model Context Protocol (MCP) helps AI agents use real-time business data to deliver smarter, more accurate customer service.

Customer service automation 10 min read

the rise of the AI manager: why every customer service team needs one now

Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.

Product updates & Ada news 8 min read

the future just called—ada voice answered

Ada’s Spring Launch introduces smarter voice AI and tools that help your agent improve over time. Discover new capabilities like Coaching, Scorecards, Playbooks, and Recommendations.

New Research on AI for CX: What Consumers Want, What Enterprises Prioritize and Where the Gap is Growing