Case Study: Coffee Meets Bagel saves agents 3 hours a day and cuts ticket volume 50% with Ada

How Ada became Coffee Meets Bagel’s Match by Saving Their Agents 3 hours a day

Coffee Meets Bagel (CMB), a popular dating app focused on quality connections, faced rapidly growing support demand as thousands of email tickets flooded its inbox each month. With average first-response times around 12 hours, agents were overwhelmed by routine questions, hurting customer experience and agent retention. To address this, CMB partnered with Ada to deploy an AI-powered assistant using Ada’s ACX chatbot platform.

Ada’s ACX consultants helped CMB build and launch a branded chatbot in under 30 days (deployed with two lines of code), providing 24/7 instant support across Android and iOS. The chatbot now handles 87% of inquiries via self-serve, doubled monthly engagement to 25,000 conversations, cut ticket volume by 50%, freed 40% of agents’ time (saving roughly 3 hours per agent per day), and reduced customer wait time by more than one-third—improving CSAT and allowing agents to focus on proactive initiatives.

Coffee Meets Bagel

Melissa Rosen

Head of Customer Experience