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AI expertise that drives real customer service impact

Agentic customer experience (ACX) 10 min read

BFCM 2026: How to get your AI customer service agent ready for peak season

Black Friday is November 27, 2026. See what BFCM 2025 showed about peak demand, and the questions to answer before your AI agent takes on the peak weeks.

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Agentic customer experience (ACX) 10 min read

Why withdrawals are the most fragile moment in gaming and betting

A withdrawal question is a moment when a player decides how much to trust an operator. Here's what makes it fragile and what a good answer looks like.

Ada news & product updates 6 min read

Introducing Proactive Outreach: Your AI agent can now make the call

Ada-powered AI agents can now call customers when something needs their attention and resolve the issue on the call, over the phone system you already run.

Ada news & product updates 6 min read

Ada achieves the AWS Travel and Hospitality Competency

For airlines, hotel groups, and travel brands already building on AWS, there’s now an AWS-validated, procurable path to AI customer service built for this industry’s hardest moments.

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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) 4 min read

How to design an AI agent personality that reflects your brand

An AI agent persona is the personality, voice, and visual identity that represent your brand in every customer conversation. Here's how to design one.

Agentic customer experience (ACX) 10 min read

Everyday examples of conversational AI

Examples of conversational AI you may be using in your day-to-day life across a variety of channels, platforms, and devices.

Ada news & product updates 6 min read

Image understanding: your agent can now see, interpret, and resolve

Your AI agent can now read the screenshots and photos customers send, and keep the conversation going without a retype or a handoff.

Voice & omnichannel AI 20 min read

Conversational AI best practices: voice automation for customer service

Voice automation handles customer phone calls without a person in the loop. Here is what separates a voice deployment that keeps working from one that quietly degrades, and the five practices that get you there.

Ada news & product updates 6 min read

Introducing Ada Computer

Your AI agent can now use your business systems to complete the customer's task, not just answer the question.

AI strategy & transformation 7 min read

From pilot to proven: how Philippine Airlines scaled an AI agent without losing its passengers' trust

How Philippine Airlines took an AI agent from a three-month pilot to production: the scope, the governance bar, the board conversation, and what comes next.

AI strategy & transformation 12 min read

Cost reduction in banking through AI: how automation cuts costs without cutting service

AI automation lets banks lower costs while improving service quality. Where the savings come from, what Epos Now's results looked like, and how to start.

Agentic customer experience (ACX) 7 min read

Meet the 2026 ACX Award winners

This year's five ACX Award winners arrived at the same habit from five different industries: treating an AI agent as an operation to staff, measure, and improve, rather than a product to install and leave alone.

AI strategy & transformation 16 min read

Why customer service leaders are sounding the alarm on containment rate and establishing new AI agent 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.