AI strategy & transformation 20 min read

the truth about free chatbots for customer service

Free chatbots can’t meet a modern customer’s expectations. Here's the key differences between a free chatbot and an AI agent.

AI strategy & transformation 11 min read

the anatomy of an AI agent

Here’s a look at the nuts and bolts of an AI agent and what’s most important to know about how to successfully integrate them into your business.

AI strategy & transformation 12 min read

is customer data safe in a world run by AI agents?

How safe is customer data in a world run by AI agents? And what do companies need to do to protect it?

AI strategy & transformation 14 min read

the biggest challenges left to tackle in customer service — and how AI can help

As this year of impressive innovation comes to a close, it’s the perfect time to think about customer service challenges and opportunities.

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AI strategy & transformation 12 min read

the AI & operations playbook: how to take AI and apply it to the operations of the business

CEO of the AI Exchange, Rachel Woods, walks through the playbook that they use for customers and internally, to optimize operations with AI.

AI strategy & transformation 12 min read

how data from AI customer service can supercharge the entire business

Here’s a deeper look at the role AI and data can play in helping companies predict everything from ROI and churn to specific customer service issues.

AI strategy & transformation 13 min read

how human do we really want our AI bots to sound?

As AI chatbots become more advanced, should they sound just like us, or retain some bot-ness?

AI strategy & transformation 16 min read

chatbots vs. conversational AI: what’s the difference?

Before you can determine if chatbots or conversational AI is best suited to your customer service needs, you have to understand the difference.

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AI strategy & transformation 12 min read

why customer service leaders are sounding the alarm on containment rate and establishing new chatbot 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.

AI strategy & transformation 13 min read

what AI can’t do for customer service — and why it needs humans to coach it

AI can’t do customer service entirely on its own. Human customer service workers have to build new systems and overcome challenges to reap its benefits.

AI strategy & transformation 11 min read

how generative AI is transforming customer service organizations

The rising cost of human-led support is a frustrating reality in customer service. Is generative AI customer service the answer?

AI strategy & transformation 6 min read

announcing ada’s new generative AI capabilities, and a new channel

New generative AI capabilities to automate more with less effort, power more complex use cases, and bring AI to new channels.