Ada - The Hive Network

Ada is the trusted leader in AI-native customer service, designed to be your #1 customer service employee. Since 2016, Ada has powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and monday.com, delivering extraordinary experiences at scale through higher-quality, more efficient customer service in every channel.

We offer unmatched control, transparency, and enterprise-grade security at scale, reducing wait times, boosting CSAT, and streamlining support across phone, email, messaging, and SMS. Our solution transforms 1,000+ person contact centers into teams that are 5-10x smaller—while delivering higher-quality customer experiences.

The solution covers:

Analytics and Insight
Email
Personalisation
Customer Service/Helpdesk Solutions
Personalised Customer Messaging
Live Chat/Chatbots
Omnichannel Solutions
Customer Journey, Cross-Channel
Post-Purchase Comms Solutions
Other CX Solutions
Analytics/BI
Customer Data Platform

Would you like to learn more – from one of our members, The Retail Hive team, or the solution provider themselves?

Spotlight on:

Throughout its evolution, Indigo has put the customer first, focusing decisions from product selection to customer service on whether they will add joy to the customer experience.

As Indigo expanded its network of parcel delivery carriers, it became increasingly challenging to get a timely, centralized, view of delivery performance and issues across the country at any time, and difficult to establish procedures to proactively address them before a customer called to report an issue.

Adding a wider array of customer service touchpoints, including an automated chatbot to handle common “where is my order” (aka WISMO) customer service inquiries was part of the solution — but Indigo also needed a single source of truth that customers and internal fulfillment teams alike could rely on.

Resources from Ada:

The 5 Dimensions of AI Customer Service

ACX Report

Loop Earplugs: Scaling Customer Support and Redefining Careers with AI

Blog Post

Indigo Capitalizes on Data-Driven Customer Delivery Experiences

Blog Post