The Blog

AI expertise that drives real customer service impact

The ultimate guide to AI for ecommerce customer service

The next generation of ecommerce service isn’t just faster. It’s more intentional. More contextual. More orchestrated. More agentic.

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Voice & omnichannel AI 15 min read

AI in customer communications for insurers: The fast lane to better CX and lower costs

What does conversational AI in insurance look like in practice? And where should insurers start? We break it down.

AI strategy & transformation Product updates & Ada news 10 min read

How Ada’s MCP Server brings conversational analytics to AI customer service

Find out what conversational analytics is, why it matters now, and how Ada’s new MCP Server is making it a reality for CX teams everywhere.

AI strategy & transformation 12 min read

Metrics that matter for AI voice agents in customer service

What should you really be measuring in voice? Here’s how to track the value your AI agent is actually delivering.

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Assessment: Is your enterprise ready for AI customer service?

Before choosing the right AI customer service solution for enterprise scale, use this assessment to make sure your organization is set up for long-term success.

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Product updates & Ada news 7 min read

How Medallia and Ada are closing the customer feedback loop for good

Feedback is only useful if you act fast. Ada and Medallia turn lagging insights into instant action and CX that keeps getting smarter.

Customer service automation 7 min read

Why returns are the most fragile moment in ecommerce customer service

Returns are no longer an afterthought. Discover why they’ve become one of the most fragile moments in ecommerce customer experience.

AI strategy & transformation 10 min read

AI agent in the field: 5 AI customer service use cases ecommerce brands are automating today

See how ecommerce teams use AI agents to automate high-volume customer service workflows, reduce support load, and deliver faster, more consistent CX.

AI strategy & transformation 9 min read

The readiness gap holding back enterprise AI customer service

The gap between ambition and organizational readiness is where most AI customer service initiatives lose traction. It’s also where the real opportunity lies.

Voice & omnichannel AI 19 min read

Best AI voice agents for insurance: How to choose, deploy, and scale voice CX

Here's where AI voice agents for insurance deliver the most value, what to look for in a platform, and how to deploy and scale voice CX with confidence.

Customer service automation 9 min read

AI agent in the field: 5 AI customer service use cases for health insurance

These aren’t pilots. They’re production-ready use cases for AI in health insurance already delivering results.

Customer stories 10 min read

The generative AI migration blueprint: Blackhawk Network (BHN) proves what CX automation can become

If you're reaching the limits of scripted automation, BHN’s story offers a clear next step. Here's how BHN migrated to a generative AI agent.

AI strategy & transformation 13 min read

What’s next for AI in customer experience: 5 predictions for 2026

AI proved itself in 2025. These five predictions show what comes next—and what it’ll take to scale AI customer experience in 2026.

Customer service automation 8 min read

AI agent in the field: 5 customer service use cases for AI in P&C insurance

See how P&C insurers are automating customer service with AI use cases in insurance, like claims, renewals, and coverage support.

The omnichannel super agent: Creating a consistent ACX experience

Assessment: Is your enterprise ready for AI customer service?