How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
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Read expert articles on conversational AI, automation, and customer experience to keep your support strategy one step ahead.
AI & Automation | 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.
Shantanu Kedar
Director, Product Marketing
Customer Service | 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.
Sarah Fox
AI Content Specialist
News & Updates | 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.
Maggie Brennand
Senior Product Marketing Manager
Customer Service | 7 min read
the complete guide to customer service metrics, and how to make them matter
If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.
Sarah Fox
AI Content Specialist
Customer Service | 9 min read
5 ways to prove your CX team’s value to the C-suite—with the metrics to back it up
Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.
Sarah Fox
AI Content Specialist
scaling smarter—how AI unlocks seamless omnichannel support
Think scaling AI across every channel sounds impossible? These brands are doing it—with smart strategy, real results, and zero shortcuts.
Mike Lidin
Senior Director, Customer and GTM Activation
AI & Automation | 9 min read
what is agentic AI really? let’s set the record straight
Agentic AI is everywhere—but most people still get it wrong. Here’s what it really means, and why it’s already reshaping customer service.
Jennifer Sewell
Senior Director, Product and Brand Marketing
Customer Service | 10 min read
CES, NPS, and AHT: underrated customer service metrics and how to master them
If you want to really understand—and improve—the customer experience, you have to look at more than just satisfaction in isolation.
Adam Kruger
AI Product Manager
Customer Service | 11 min read
CSAT solutions: actionable insights to achieve sky-high customer satisfaction
A high CSAT score isn’t the goal—it’s the outcome of a support strategy that actually works for your customers.
Adam Kruger
AI Product Manager
GARAGe: how ada uses LLMs to make retrieval smarter
Instead of using retrieval to improve generation, we use generation to improve retrieval. Sounds recursive? It is. And it works.
Christos Melidis
Staff Machine Learning Scientist
5 metrics that actually matter when coaching AI for customer experience
Your AI agent needs feedback loops, measurable goals, and regular performance reviews. The challenge? Knowing which metrics actually matter.
Maggie Brennand
Senior Product Marketing Manager
Customer Service | 10 min read
how smarter integrations turn your AI agent into your MVP
Discover how AllTrails and NinjaTrader scaled their AI agents by integrating the systems that matter most.
Megan Myke
Engagement Manager