Case Study: Ada redefines AI customer service with NewtonX research

ADA uncovers a 24% AI resolution rate with NewtonX

The customer, Ada, an AI-native customer experience platform, needed to reframe the industry conversation around AI in customer service. Their hypothesis was that slow adoption was due to AI's poor performance in resolving issues, not consumer skepticism, but they required independent data to prove it. They partnered with the vendor NewtonX to conduct credible research that would influence enterprise decision-makers.

NewtonX executed a dual-sided global study surveying 2,000 consumers and 500 enterprise decision-makers. The research uncovered a significant resolution gap, showing that only 24% of consumers had their issues fully resolved by AI and that 55% of businesses lacked proper visibility into AI performance. These findings enabled Ada to launch the Agentic CX Maturity Blueprint, a credible market framework that established them as a thought leader and provided enterprises with a concrete roadmap for improving their AI customer service.

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