Case Study: Industry Leading Educational App scales 24/7 global support and cuts email tickets by 20% with Ada

Empowering an emerging global business to scale international support with Ada

Industry Leading Educaitonal Company, a fast-growing educational app used by more than half of U.S. schools and in 150+ countries, was facing thousands of monthly email tickets, long first-response times (up to 28 hours) and limited support hours tied to a U.S.-based team. To scale global, 24/7 support without hiring a large engineering team, the company engaged Ada and its Automated Customer Experience (ACX) platform to build an automated chatbot for web and in-app support.

Working with Ada’s ACX consultants, the client launched a 24/7 chatbot in under 60 days that automated 65% of their highest-volume support articles, unlocked new web and in-app channels, and deflected a large share of simple inquiries. The Ada implementation produced measurable impact — a 20% reduction in email tickets, instant round‑the‑clock assistance for international users, faster agent triage for complex cases, and higher overall engagement and CSAT.