Ada —
AI Customer Service, Autonomous at Scale
Ada automates customer support across every channel — web chat, email, SMS, voice, and social media — with a single AI agent resolving up to 83% of conversations without human intervention. No-code setup, 50+ language support, 5.5 billion interactions processed, and trusted by Canva, Square, monday.com, and Grab. Deploy in minutes. Improve continuously.
Time to Value
Resolution Rate Ramp
Ada delivers value from day one — with resolution rate improving continuously as the AI is coached and refined.
Import your FAQ or help center content and Ada begins resolving inquiries immediately — no training data labeling, no developer setup, no custom model fine-tuning required.
Within the first 30 days, most customers resolve 30% or more of support conversations without human intervention — before meaningful customization or AI coaching has occurred.
With AI Coaching applied — identifying gaps, providing feedback, and refining responses — resolution rates reach 80%+ for most deployments. Some customers exceed 83%.
Portfolio
Ada Platform Capabilities
AI messaging, voice IVA, email automation, proactive engagement, smart escalations, omnichannel support, AI coaching, and no-code management — all from one AI agent.
Conversational AI Messaging
AI-powered chat automation for websites, social media, and SMS — resolving customer inquiries without human intervention. Ada understands intent across slang, abbreviations, and jargon that simpler keyword-matching systems miss, delivering higher recognition accuracy and fewer fallbacks to 'I don't understand' responses.
AI Voice Agent (IVA) — Intelligent Virtual Agent
Voicebot handling inbound calls autonomously through IVR — resolving common inquiries like account status, order tracking, password resets, and policy questions without transferring to a human agent. The same AI knowledge base powering chat and email also powers voice, so resolution logic is consistent across channels.
AI Email Agent
The same AI brain that handles chat and voice also manages email — reading inbound emails, identifying intent, and responding with accurate, contextually appropriate answers. Email volumes that previously required significant agent time can be resolved autonomously, with escalation to human agents for complex or sensitive cases.
Proactive Website Engagement
Trigger conversations proactively based on visitor behavior — time on page, exit intent, specific URLs, or cart abandonment. Proactive engagement converts passive website visitors into conversations before they leave, driving higher conversion rates and capturing support questions before they become support tickets.
Smart Escalations — Seamless Human Handoff
When a conversation requires human intervention, Ada hands off with full context: the complete conversation history, an AI-generated summary, and captured customer data. Agents start with everything they need — customers never repeat themselves. Smart Escalations are designed to make the human handoff invisible to the customer and efficient for the agent.
Omnichannel Support — One AI Agent, Every Channel
Web chat, email, SMS, voice, Instagram, Facebook Messenger, and in-app messaging — all handled by a single Ada AI agent with a shared knowledge base. One deployment, one maintenance workflow, consistent resolution quality across every channel. No per-channel custom builds or separate vendor integrations required.
AI Coaching & Insights
Identify where the AI is failing to resolve and why — with tools to give direct feedback to the AI, update response logic, and track improvement over time. AI Coaching closes the loop between 'this conversation failed' and 'the AI now handles this correctly.' The 83% autonomous resolution rate is achieved through this continuous improvement cycle, not out of the box.
No-Code Platform — Build Without Developers
Import your help center or FAQ content and start resolving in minutes. Build conversation flows, update responses, add topics, and deploy across new channels — all through a visual no-code interface. Ongoing maintenance does not require a development team, which reduces the total cost of ownership and enables customer service teams to own the AI directly.
Case Studies
Documented Results at Enterprise Scale
monday.com
monday.com deployed Ada to handle first-contact resolution for repetitive support inquiries across their global customer base — reducing agent average handle time by 42% as the AI resolved high-volume, low-complexity tickets autonomously and delivered context-rich handoffs for escalations.
Life360
Life360 achieved a 5x increase in support capacity after deploying Ada — handling five times the conversation volume without proportional headcount growth. The AI resolved the majority of inbound inquiries autonomously, enabling the support team to focus on complex cases while Ada handled scale.
Also trusted by
Ideal For
Who Ada Serves Best
High-Volume Support Teams
Support organizations handling thousands of repetitive inquiries — account questions, order status, password resets, billing explanations — where the work is high volume but low decision complexity. Ada resolves the repetitive majority autonomously, freeing human agents for genuinely complex cases.
Global & Multilingual Businesses
Companies with international customer bases needing support in multiple languages without building separate regional AI deployments. Ada's 50+ language support from a single AI agent makes global customer service automation viable without per-language custom development.
Omnichannel Operations
Organizations already running or planning support across multiple channels — chat, email, voice, and social — that want consistent AI resolution quality across all of them without managing separate chatbot tools for each channel.
Regulated Industries
Financial services, healthcare, and e-commerce companies where customer data handling, AI accuracy, and privacy compliance are non-negotiable. Ada's enterprise-grade security controls, privacy-by-design architecture, and data compliance certifications address the requirements that consumer-grade chatbot platforms cannot meet.
Why Ada
Key Strengths
What sets Ada apart from CCaaS native AI, general-purpose chatbot platforms, and legacy IVR automation.
83% autonomous resolution is not a theoretical benchmark — it reflects Ada's performance across billions of customer interactions. Most customers resolve 30% of inquiries within the first 30 days without significant customization, growing to 80%+ as the AI is coached. For a support team handling 10,000 conversations per month, 83% autonomous resolution means 8,300 conversations handled without agent involvement — a structural reduction in support cost.
Most AI chatbot implementations are channel-specific: a web chat bot that knows nothing about the email queue, a voice IVR with different logic than the chat widget. Ada runs a single AI agent with a shared knowledge base across all channels — web, email, SMS, voice, Instagram, Messenger, and in-app. Updates made once apply everywhere. Resolution quality is consistent regardless of which channel the customer uses.
Ada is designed to be owned by customer service teams, not engineering. Importing an existing help center or FAQ can produce a working AI agent in minutes — the AI reads the content and begins resolving against it immediately. No prompt engineering, no training data labeling, no development sprints. For organizations with limited technical resources, this is the difference between a viable AI deployment and a perpetually delayed project.
A single Ada deployment supports 50+ languages — the same AI agent handles English, Spanish, French, German, Japanese, and dozens more without separate knowledge bases or custom models per language. For global businesses with multilingual support needs, this eliminates the multi-vendor complexity of running separate AI implementations per region.
Ada has processed 5.5 billion customer interactions — giving the AI exposure to the full range of customer inquiry patterns, edge cases, and conversational variations that smaller-scale platforms have never encountered. Canva, Square, Grab, monday.com, Afterpay, and Block are among Ada's enterprise customers. The platform is not a startup with demo-scale validation — it is production-proven at volumes that stress-test reliability, latency, and accuracy simultaneously.
Ada's AI Coaching & Insights module makes the improvement cycle explicit and actionable: identify which conversations failed to resolve, understand why (intent mismatch, missing content, incorrect response), provide direct feedback to the AI, and track the improvement. This transforms AI performance from a static deployment into a continuously improving system — and keeps the autonomous resolution rate moving upward over time rather than plateauing.
Why Use Fibi
Ada Direct vs. Through Fibi
Your contract is with Ada either way. The difference is the advisory, comparison, and support layer around it.
| Aspect | Ada Direct | Ada Through Fibi |
|---|---|---|
| Pricing | Standard subscription rate | Volume-negotiated — equal or better |
| Provider comparison | Ada only | Ada vs. Intercom, Zendesk AI, Salesforce Einstein, and others |
| Quote turnaround | 5–10 business days | 24–48 hours across all evaluated providers |
| Scope guidance | Ada account team | Independent review of AI chatbot vs. CCaaS AI vs. full platform |
| Contract support | Ada account team | Independent advisor representing you |
| Post-go-live support | Ada customer success | Fibi escalation + Ada customer success |
| Advisory fee | N/A | $0 — carrier-funded |
FAQ
Common Questions About Ada
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Fibi will evaluate Ada against competing AI customer service platforms, CCaaS solutions with native AI, and standalone automation tools — resolution rate benchmarks, channel coverage, and pricing compared side by side. No obligation.
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