The Blog

AI expertise that drives real customer service impact

Ada news & product updates Oct 9, 2026 · 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.

Read

Agentic customer experience (ACX) Oct 7, 2026 · 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) Oct 5, 2026 · 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 Oct 2, 2026 · 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.

Featured Categories

Stay ahead of AI in customer experience

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 more

Voice & omnichannel AI Sep 28, 2026 · 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 Sep 24, 2026 · 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 Sep 23, 2026 · 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 Sep 21, 2026 · 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) Sep 9, 2026 · 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 Sep 1, 2026 · 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.

Voice & omnichannel AI Aug 28, 2026 · 21 min read

The ultimate guide to AI omnichannel customer service

Differentiate your customer experience with AI omnichannel customer service. Not sure how? Read this extensive guide to learn how.

Ada news & product updates Aug 25, 2026 · 6 min read

Manage your AI agent with the tools your team already trusts

Ada opens the configuration that shapes your AI agent to your own tools: MCP and APIs where changes stage on change sets, get tested before they ship, and land on the record.

AI strategy & transformation Aug 24, 2026 · 7 min read

How to choose an AI platform for airline customer service

Most guides to buying customer service AI are written for a generic enterprise. Airlines are not one. So the evaluation questions are different too. Here is what actually matters, and what to ask.