Case Study: monday.com achieves major efficiency gains with Ada's AI Agent

monday.com reduces agent handle time 42% with Ada

monday.com, a work operating system provider, was struggling with inflexible and time-consuming scripted chatbots that were difficult to maintain. They needed a dynamic solution to automatically resolve customer inquiries and free up their support agents for more strategic work. They turned to Ada's AI Agent to address this challenge.

By implementing Ada's AI Agent across their chat and email channels, monday.com achieved significant efficiency gains. The solution provided a conversational experience that understood customer issues and could perform actions to resolve complex problems. Ada's platform resulted in a 42% reduction in agent average handle time, a 64% CSAT score on chat, and substantial resource savings, allowing the team to focus on higher-value tasks.

monday.com