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AI expertise that drives real customer service impact

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.

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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.

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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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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.

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.

Agentic customer experience (ACX) Ada news & product updates 11 min read

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.

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.

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.

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.

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.