Ada
Ada: AI customer service across messaging, email and voice
Ada is an enterprise AI customer-service platform for messaging, email and voice. Its agents answer from connected knowledge, follow structured Playbooks, use business-system tools and transfer complex requests to a human support team.
Paid plansAccount required
- Access
- Paid access
- Available on
- Web, API
AI support that can answer questions and carry out service tasks
Ada connects an AI support agent to a company’s knowledge and operating systems. The agent can answer product and policy questions, retrieve account or order information and continue a conversation across a configured support channel. Its management dashboard brings knowledge, automation, conversations and improvement tools together. Human support remains part of the service: Handoffs define when a conversation moves to a person and what context travels with it.
Current Playbooks provide a structured way to build multi-step interactions. A refund workflow, for example, can collect an order number, call an approved API, branch on the response and confirm the result or escalate. API tools connect external endpoints, Code tools run Python logic to shape data, and MCP tools expose capabilities from a configured server. The new step-based editor differs from Classic Playbooks and legacy Processes. Classic access is limited to older accounts, and the current documentation recommends new Playbooks for new automation.
Ada supports 60 languages in Messaging and Email, with a smaller supported set for Voice. The dashboard and Playbook authoring are in English, even when customer conversations use another language. Knowledge availability rules can restrict regional or audience-specific content. Ada’s trust documentation states that third-party model providers operate under zero-retention agreements, while Ada’s own storage, residency and retention are defined in the enterprise agreement. Connected systems and human-agent routing still need their own access and configuration.
Best for
- Enterprises automating support across messaging, email and voice
- Service teams with existing knowledge and helpdesk systems
- Companies needing structured account and order workflows
Limitations
Pricing is quoted and standard conversations can be billable even without a resolution. Voice has a smaller language set than Messaging and Email. The dashboard and Playbook authoring are English-only. Coaching does not alter steps during Playbook execution, and legacy automation versions have different access and linking rules.
Ada features
Connected knowledge
Bring help-centre articles, websites and authored content into an agent’s knowledge, with availability rules for the right audience.
Step-based service Playbooks
Collect information, store variables, run approved actions and branch through a structured support interaction.
Business-system actions
Use configured API calls, Python Code tools and enabled MCP tools to retrieve data or carry out service tasks.
Human-agent escalation
Transfer a conversation and relevant context through configured helpdesk and contact-centre integrations.
Multilingual support and coaching
Serve enabled customer languages, review past conversations and use feedback to improve agent behaviour.
Ada pricing
Paid plans. Plans and included features vary. Visit Ada for full plan details and current offers.
Technical specifications
Customer support
| Feature | Ada |
|---|---|
| Agent or copilot workflow | AI agents combine knowledge answers, step-based Playbooks, API/Code/MCP tools and human escalation. New Playbooks are recommended for new automation; legacy Processes and Classic Playbooks remain distinct.Current Playbooks; legacy access varies by onboarding date |
| Support channels | Messaging, Email and Voice support current Playbooks. The platform also connects web chat, mobile/in-app, SMS and social messaging channels; channel-specific setup and capabilities apply.Channel configuration and contract scope |
| Knowledge grounding | Connect a knowledge base, import website content or author articles. Articles can be activated, deactivated and restricted by availability rules.Configured knowledge and audience restrictions |
| Human handoff | Configured Handoffs transfer conversations and relevant context to human agents or external support systems. Documented integrations include Zendesk, Salesforce and other helpdesks.Requires the relevant handoff integration and routing setup |
| Resolution and usage accounting | Standard pricing is per AI-agent conversation, including conversations that are not resolved. Resolution-based enterprise pricing is an alternative with contract-specific terms; no public universal amount is listed.Sales-led agreement |
| API access | SupportedAPI tools, SDKs and configured integrations |
Ada alternatives
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Compare with AdaAda FAQs
What is Ada used for?
Ada automates customer-service conversations and tasks through connected knowledge, Playbooks and business-system tools. It can serve configured messaging, email and voice channels and transfer complex requests to human agents.
Does Ada charge per conversation or resolution?
Ada’s standard pricing is conversation-based, charging for every AI-agent conversation. It also offers a resolution-based model for enterprise requirements. Rates and included usage are agreed through sales.
Can Ada support customers in different languages?
Messaging and Email support 60 languages, while Voice supports a subset. The dashboard and Playbook authoring are English-only. Responses use the languages enabled for the agent.
Can Ada hand a conversation to a person?
Yes. Configured Handoffs pass a conversation and relevant context to human agents or external support systems. The helpdesk integration, routing and escalation conditions determine how the transfer works.
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