Case Study: Leading Canada Telecommunication Company automates 2M+ conversations in one year with Ada

How Ada led Canada’s fastest-growing telco to automate 2M+ conversations in one year

Leading Canada Telecommunication Company, Canada’s fastest-growing national telecom with 13M+ customers, faced a live-support–only model that struggled to handle ~30 million annual inquiries: 9–5 support hours, rising wait times, repetitive low-value tickets, and basic payments/upgrades requiring agents. The business formed an Automated Client Experience (ACX) team and chose Ada as an enterprise-grade, easy-to-use AI automation platform that non-technical staff could deploy to reduce customer effort, boost agent productivity, and cut overhead.

Ada built and launched a bilingual, 24/7 chatbot across the telco’s website and app in the first month, then expanded personalization, backend API integrations, in‑bot transactions, and new channels (including SMS for call‑centre overflow) with Genesys integration and privacy redaction. The Ada solution automated 2M+ conversations in one year, saved 45,000 hours of monthly customer effort, solved about 50% of inquiries without live support, enabled $500,000 in new in‑bot revenue, and let the non-technical ACX team rapidly automate high-volume inquiries.