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 MoreAI customer service & CX insights blog | Ada
Read expert articles on conversational AI, automation, and customer experience to keep your support strategy one step ahead.
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.
Chelsey Neal
Sr Director, Customer & Event Marketing
Inside the Black Box
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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.
Danielle Wanderer
Chief Marketing Officer
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.
Danielle Wanderer
Chief Marketing Officer
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.
Christine Pun
Product Marketing Manager
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.
Deidre Moore
Vice President, Growth Marketing
Agentic customer experience (ACX) | 12 min read
The future of travel customer experience: Agentic AI at enterprise scale
Most travel AI customer service improves speed, not resolution. Here’s why that’s a problem, and how AI agents are enabling end-to-end customer outcomes.
Sarah Fox
Senior Content Producer
What 2,000 consumers told us about AI customer service, and what it means for your business
The gap between enthusiasm and experience is where most AI strategies get stuck, and where agentic AI in customer experience becomes crucial.
Deidre Moore
Vice President, Growth Marketing
Agentic customer experience (ACX) | 13 min read
The responsible gaming execution gap, and how agentic customer experience closes it
Responsible gaming doesn't fail on intent, it fails on execution. See how an AI customer service agent helps gaming operators close the gap at scale.
Sarah Fox
Senior Content Producer
Agentic customer experience (ACX) | 11 min read
Agentic customer experience (ACX): The operating model activating AI transformation
AI isn’t failing in customer experience. The way it’s being operated is. Here’s what leading enterprises are doing differently.
Danielle Wanderer
Chief Marketing Officer
AI agent in the field | 9 min read
AI agent in the field: 5 AI in financial customer service use cases to prioritize
Discover five high-impact financial services workflows that banks and fintechs are automating right now.
Christine Pun
Product Marketing Manager
Agentic customer experience (ACX) | 11 min read
How to choose an AI customer service platform for travel
Discover the five capabilities that determine whether an AI customer service platform can support enterprise travel operations.
Sarah Fox
Senior Content Producer
Voice & omnichannel AI | 10 min read
How enterprises scale AI voice agents for real-world customer service
Here’s what CX leaders from Ancestry and Branch learned about making AI voice agents for customer service work at scale.
Shorit Ghosh
General Manager, Voice
The hidden cost of channel-first AI: What’s undermining your strategy, and how to fix it
As AI voice agents become more sophisticated, the organizations that scale successfully will be the ones that unify reasoning at the core.
Christine Pun
Product Marketing Manager