Case Study: Square achieves 55% containment and significant cost savings with Ada

Square - Customer Case study

Square engaged Ada to automate and scale Global Customer Success so sellers could get fast, personalized answers across markets and languages. Facing high support demand and the need to reduce customer effort and CS workload, Square deployed Ada’s automated customer support platform as an always-on, first point of contact to triage seller questions, provide self-service, and route issues to the ideal channel.

Ada implemented an automation‑first solution that uses seller profile and journey data, device/browser detection, and integrations with messaging channels to personalize answers, pass chat transcripts to advocates, and optimize support paths. Since launching in August 2019 Ada has achieved a 55% containment rate with 535,212 engaged conversations, supports 100+ languages and a 10M+ conversation‑scale infrastructure, reduced handle time and demand on CS, and unlocked upsell/payment opportunities that boost revenue, CSAT, and seller lifetime value.

Square