ada CX

Last call: tomorrow you can watch a cancelled flight become a confirmed one, live in the Ada platform. From Cancelled to Confirmed runs Wednesday, August 12 at 8:00 AM PDT / 11:00 AM EDT / 4:00 PM BST. Shorit Ghosh, our GM of Voice, and Yogendra (Yogi) Bhatnagar, Principal Customer Solutions Consultant, will run an airline disruption workflow in the Ada platform as it runs in production. You'll see: -The workflow itself, running live and unedited, so you can judge for yourself what the automation completes on a disruption day. -The latest Voice capabilities, built for a multi-market carrier's worst day, when a disruption hits several markets at once and every queue fills together. -And the operating model behind a carrier's published results, the part that decides whether any of this still holds up six months after launch. If you lead CX, operations, or AI at an airline or travel brand, this is for you. Register today: https://lnkd.in/dwyNR-fX

AI assistants can now operate your AI agent: propose changes, update the glossary, run tests, all over MCP. That's powerful. It's also a new line item in your security review. This series of capabilities is for the team that signs off. Security teams often ask three questions of a system like this: what changed and who changed it, can you delete our customers' data, and which AI assistants can touch it? • Audit log records tracked configuration changes with the actor, the change, the timestamp, and the interface it came through: the dashboard, the API, or an AI assistant over MCP. Pull it by API or push it by webhook into the tooling your security team already runs. • Bulk end-user deletion removes end users in one tracked job, with a status record your team can point to. It exists so you can meet GDPR and other compliance obligations with a receipt, not a promise. • MCP connection management lists every authorized AI-assistant connection to your agent, shows who granted it and when, and revokes any of them immediately. No other system in your stack gets reviewed on 'vibes'. Your AI agent shouldn't either. Hold it to the same questions, and expect real answers. Read more on our blog: https://lnkd.in/duWNm6zS

Your CSAT is 85% and your customers are still leaving. Both things can be true. CSAT measures how an interaction felt, not whether it worked. A customer can rate a conversation four stars and walk away with their problem intact. It's the unresolved problem, not the pleasant chat, that decides whether they come back. And the fine print gets worse. The score can't tell indifference from anger. A three counts against you the same as a one, so a wall of "fine, I guess" customers and a wall of furious ones can produce an identical score. They churn for different reasons and need different fixes. Scores from different survey scales aren't comparable. Two teams reporting 80% can be measuring different things. And the score only counts people who answered, who aren't guaranteed to represent everyone you served. None of this makes CSAT useless. It makes CSAT a supporting metric. If one number has to lead, make it resolution: whether the problem actually got solved. Let CSAT describe how the resolution felt. Where CSAT works, and where it breaks down: https://lnkd.in/dtPJ2Cu4

Containment tells you how many conversations never needed a human. It doesn't tell you how many customers actually got helped. eSky Group built their AI agent strategy on that difference. Four months in: automated resolution up 17 points (+10 in the first week), their AI agent CSAT up 19 points, ROI at 200%. Behind it: three brands (eSky, Thomas Cook, and eDestinos), multiple channels, one centralized knowledge base, one lean team. Travel stress doesn't keep business hours, and neither do their customers. eSky's Ada-powered AI agent meets them on web chat, email, WhatsApp, and Messenger, and each brand still sounds like itself. The metric you optimize becomes the operation you run. eSky picked resolution. Swipe for the numbers, or read the full story: https://lnkd.in/dgnS6qsY

Most SDR job posts ask you to sell AI. At Ada, you'd sell with it. Our sales development team uses AI every day to research accounts, personalize outreach, and free up time for the conversations that actually move deals forward. On August 5, we're opening our Toronto office so you can see what that looks like before you apply. Meet current BDRs, AEs, and hiring managers, hear the Ada story, and ask the questions you’ve always been curious about - over food and drinks. 📍 Ada Office, 46 Spadina Ave, Suite 500, Toronto 🗓️ Wednesday, August 5, 5–7 p.m. ET Space is limited - register in advance: https://hubs.ly/Q04rf2TC0

When a flight is cancelled, AI that answers and AI that acts look very different. Ada's 2026 research found only 24% of consumers say AI fully resolved their issue without a human. In travel, that gap doesn't sit in a dashboard. It shows up as churn, in the exact moment that decides loyalty. So on August 12, we're showing the difference live. No slides. You'll watch a disruption workflow live in the Ada platform: Ada-powered AI agents applying fare rules, validating eligibility, and confirming rebookings end to end, in 60 languages across the platform, including Voice AI. Airlines like Cebu Pacific and Malaysia Airlines already handle disruption this way. For Cebu Pacific, that's meant a 50%+ CSAT improvement and wait times under a minute during irregular operations. AI that answers tells a passenger their flight is cancelled. AI that acts gets them confirmed on the next one. Save your seat → https://hubs.ly/Q04qKhck0

Congratulations to Annie Lau of 23andMe, our newest ACX Leader! 🎉 Annie is one of the most generous builders in our community. At today's ACX Community meet-up, she showed her peers how she uses Claude Skills to convert Playbooks Classic workflows to the updated Playbooks, and other members have already picked up her approach for their own builds. She's also a regular in our community group, problem-solving with others and giving our product team direct, specific feedback that we're using to improve the product for everyone. The ACX Leader recognition celebrates the customers who make this community better for everyone in it, and Annie is exactly that. Thank you, Annie! ❤️

APAC isn't deploying AI to cut costs. It's deploying AI to win. That was the throughline at GCash iGnite 2026: Hyperdrive last week - 3,000 FinTech leaders, builders, merchants, and regulators from across APAC's digital economy, together at SMX Aura. Serving 100 million customers takes more than scale. It takes a new model for customer service entirely. GCash's AI agent is that model in production, and celebrating what their team has built was the best part of our week. Our CFO Long Dinh took the stage on what it takes to become an agentic organization today, not someday. Mobile-first, hyper-growth markets like the Philippines aren't catching up to global customer experience standards. They're setting them, and GCash is leading the way. Thank you Ignatius (Iggy), Miguel, Marcus for making it happen onsite. Salamat, GCash, for having us. Cutting costs was never the story. Winning is. Keep an eye on this, we have some exciting news to share very soon  👀 #iGnite2026 #WeAreGCash

Ada is now on Instagram. Ada-powered AI agents can answer Instagram DMs natively: text and images in both directions, interactive replies, and human handoff supported end to end. Connecting is fully self-serve: sign in with Meta from the dashboard, and your agent is live in your DMs. Here's what that means for your customers: -A shopper replies to a story and gets stock and order status answered in seconds, not hours. -A traveler DMs mid-disruption and gets rebooking options right in the conversation. -A subscriber gets sign-in help in the app they already have open. The DM inbox is where customers reach brands first. Now it's where they get answers. Your customers are already in your Instagram DMs. Now your AI agent is too. Learn more here → https://lnkd.in/g4w_5BZY

Every enterprise speaks its own language. Fare brands, account tiers, product names, shorthand no dictionary knows. For years, the workaround was stuffing terminology into prompts and custom instructions. So we built Glossary, and it's now generally available in Ada. It's a managed vocabulary for your AI agent: your terms, your translations per market, your definitions. Ada retrieves the relevant terms on every turn of every conversation and applies them to how the agent understands, searches, and responds. That's the capability. Here's the experience: -An airline's "Flex Plus" fare stays "Flex Plus" in Spanish, matched to the right fare rules. -A retailer's product names survive Danish untouched, so shoppers can actually find them. -A credit union's members are always "members," full stop. Every business has a private language. Your AI agent now speaks it. Learn more at https://lnkd.in/g7BSUGua