Ada
What is Ada?
Ada is an AI customer service platform for support and CX teams that resolves routine questions, routes complex cases, and keeps answers consistent across voice, messaging, and email. It combines an AI reasoning engine with Playbooks, Trust & Safety controls, and a Developer Toolkit, and integrates with Zendesk, Salesforce, ServiceNow, Twilio, and Amazon Connect. Customers include IPSY, Cebu Pacific, eSky, and Tilt.
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At a glance
- Ada is best for support and CX teams who need AI agents that resolve issues across channels and languages.
- Yes — Public API available.
What does Ada do?
Ada handles customer service by combining an AI reasoning engine with Playbooks, integrations, and omnichannel delivery across voice, messaging, and email. Teams use it to resolve routine questions, route complex cases, and keep answers consistent while the system learns from live conversations and coaching workflows. The platform is built around agentic CX, so the AI can act on customer intent instead of just deflecting it. At scale, Ada says it serves 350+ enterprise customers and 350+ businesses, with one billion customer conversations behind its ACX Operating Model and hundreds of enterprise deployments. Customers like IPSY, Cebu Pacific, eSky, and Tilt use it for multilingual support, faster resolutions, and higher automated resolution rates. Ada also shows enterprise-grade trust and safety, real-time observability, and API-based customization, so teams can extend the system into existing workflows without relying on vendor engineers.
Why use Ada?
- Ada pairs AI agents with an operating model, so teams own outcomes instead of handing control to a vendor.
- Its Playbooks approach supports complex, step-by-step SOPs that need more than simple FAQ automation.
- Trust and Safety controls are built for enterprise AI adoption, helping teams launch with more transparency and control.
- The platform is designed for omnichannel support, so one system can handle voice, messaging, and email handoffs.
- Ada is AI-native since 2016, which gives it a longer customer-service focus than newer point solutions.
Who is Ada for?
- Customer support leaders who want AI agents that resolve more cases without losing service quality.
- CX operations teams who need consistent workflows across voice, messaging, and email.
- Enterprise automation teams who want to extend support into existing systems and workflows.
- Global brands who need multilingual customer service at scale.
- Product and platform teams who want API-based customization and observability.
What are Ada's key features?
Overview
Centralizes customer support operations in one ACX platform, giving teams a single view of conversations and automation performance across channels and workflows.
Playbooks
Builds guided support flows for common issues, helping teams standardize responses and automate resolutions at scale across chat, email, and voice.
Integrations
Connects Ada with Zendesk, Salesforce, ServiceNow, Twilio, and Amazon Connect so support data and actions can flow into existing enterprise systems.
Trust & Safety
Applies guardrails through the Reasoning Engine™ to keep responses smart, accurate, safe, and CX-tuned for customer-facing use.
Voice
Handles phone support through integrations like Twilio, Aircall, Amazon Connect, and Twilio Flex, extending automation to live voice conversations.
Messaging
Automates chat and messaging support with multilingual experiences, helping teams resolve more conversations while keeping wait times low.
Supports email-based customer service workflows, letting teams route and resolve cases in the same Ada platform used for chat and voice.
Developer Toolkit
Gives teams API access and GitHub-based workflows to extend Ada into enterprise systems and custom support processes.
What does Ada integrate with?
- Zendesk
- Salesforce
- Twilio
- AWS
- Freshworks
- Genesys
- GitHub
- Aircall
- ServiceNow
- Amazon Connect
- Contentful
- Dimension Labs
- Dixa
- Docusaurus
- Gladly
- Gorgias
- GuruKB
- Help Scout
- Helpjuice
- Kustomer
- Microsoft Dynamics
- NICE CXone
- Paligo
- Twilio Flex
What are Ada's use cases?
Support leaders automate resolution
Customer support leaders use Ada to resolve more cases without sacrificing service quality, using Playbooks to guide AI agents through common issues and Trust & Safety to keep responses accurate and controlled. They can track performance in Overview and push toward higher automated resolution rates.
Omnichannel CX operations
CX operations teams use Ada to keep workflows consistent across Voice, Messaging, and Email, so customers get the same experience no matter how they reach out. With Integrations, they connect Ada to existing support systems and reduce handoffs that slow down resolution.
Enterprise workflow extension
Enterprise automation teams use Ada to extend support into existing workflows, connecting the agent to tools like Salesforce or ServiceNow through Integrations. They rely on the Developer Toolkit to customize behavior and observability, helping automate routine requests without breaking internal processes.
Multilingual support at scale
Global brands use Ada to deliver multilingual customer service across regions, using Messaging and Voice to handle high volumes without multiplying headcount. Trust & Safety helps keep answers consistent, while Playbooks standardize how the agent responds in each language.
How does Ada work?
- Connect your first support channel in Voice, Messaging, or Email, then map it into Overview so Ada can start handling real customer conversations instead of a blank setup.
- Build your first Playbooks to define common intents, escalation paths, and approved responses, using Trust & Safety to keep the agent accurate and on-brand.
- Link Integrations to systems like Zendesk, Salesforce, or ServiceNow so Ada can look up account data, update tickets, and complete routine actions inside existing workflows.
- Use the Developer Toolkit to customize behavior, test edge cases, and monitor how the agent reasons, then refine prompts and rules as volume grows.
- Review performance in Performance Center and Conversation Hub, then keep improving resolution rates, handoff quality, and customer satisfaction over time.
Frequently asked questions
What is Ada?
Ada is an AI customer service platform for support and CX teams that resolves routine questions, routes complex cases, and keeps answers consistent across voice, messaging, and email. It combines an AI reasoning engine with Playbooks, Trust & Safety controls, and a Developer Toolkit, and integrates with Zendesk, Salesforce, ServiceNow, Twilio, and Amazon Connect. Customers include IPSY, Cebu Pacific, eSky, and Tilt.
What is Ada used for? Who is it for?
Ada is used for Overview, Playbooks, and Integrations. It's built for Customer support leaders, CX operations teams, and Enterprise automation teams.
Does Ada have an API and what does it integrate with?
Public API available. It integrates with Zendesk, Salesforce, Twilio, AWS, Freshworks, and 19 more.
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