monday.com hires Ada’s AI Agent across channels to boost efficiency
monday.com is a work operating system where organizations of any size can create the tools and processes they need to manage every aspect of their work. By combining building blocks, like apps automations and integrations, teams can build or customize the workflows of their dreams. They quickly found scripted bots to be inflexible and time-consuming for their support team to manage.
Tal Gulst, Bot Manager at monday.com, integrated Ada's generative AI Agent into their workflow and has not looked back, stating “It’s conversational, and really understands the customer’s issue.” Since then, they’ve deployed Ada’s AI Agent across multiple customer channels and seen impactful efficiency gains.
The shift from declarative chatbots to generative AI Agents
Before Ada’s AI Agent, monday.com’s customer experience team managed chats, emails, and callbacks globally, with 76% of their conversation volume coming from the chat channel. Their scripted chatbot approach was hard to maintain and needed constant, manual updates.
They were looking for a dynamic solution to automatically resolve customer inquiries on chat and allow agents to focus on strategic, high-value tasks.
“We were trying to build declarative chatbots for a very long time, but the limitations in flexibility and adaptability of the declarative approach were evident. We needed a solution that could evolve with our growing needs.”
Enter: Ada’s AI Agent. They onboarded their AI Agent to the chat channel and it was just the missing piece they were looking for.
“The immediate improvements in performance and flexibility with an AI Agent were astonishing. Just turning it on was like 40-45% containment. Everyone was initially shocked and unsure how it could be that good. Through QA, and growing the confidence of the management and team, it’s now much easier for us to make changes and decisions and move forward and develop it,” Tal explained.
Since onboarding the AI Agent, their containment rate has grown month over month, with overwhelmingly positive customer feedback. monday.com’s highest volume channel was now proving to be their most successful. Because of this, monday.com has sought to make the AI Agent even more accessible to customers, placing it on many areas of the platform such as the pricing page, knowledge base and admin center.
Bolstered by the success of generative AI on chat, the customer experience team set their sights on a more complex, and more tedious channel: email. When Ada offered monday.com access to an early access program (EAP) for email, they were excited to hop on board.
Promoting Ada’s AI Agent to Email
When Tal joined Ada’s email EAP, she quickly found the action-oriented and malleable solution she’d been looking for to increase efficiency on the email channel.
“Ada’s AI Agent is flexible. With Ada, we know the automated resolution will continue to improve as the AI Agent learns and grows. There’s significant flexibility in making changes and improvements. The responses and the accuracy are phenomenal.”
With Ada’s AI Agent promoted to the email channel, the team immediately saw the same positive impact that they had had on chat, with Tal stating, “It's conversational, and really understands the customer’s issue.”
Empowering the AI Agent with actions
The AI Agent’s ability to perform actions on behalf of customers was a game-changer for the monday.com team. Tal connected her AI Agent to monday.com’s business systems and taught it how to solve complex customer problems—just like a human agent.
“I think actions are the biggest thing,” Tal highlighted. For example, “if someone wants a trial extension, the AI Agent knows how to do it.” Now, the AI Agent solves many different complex problems for customers using actions, including following up on failed charges, generating receipts, sending confirmation emails and more.
“Ada’s AI Agent has had a huge impact on our operational efficiency. Now, we have the same "brain" and logic powering both our email and chat channels. If we're building a flow to improve the customer experience with our chat channel, our customers reaching out via email can enjoy that same experience. This is a huge boost for us.”
Empowering the AI Agent to take action reduces the need to escalate to human agents and allows Tal’s team to work on more productive and effective tasks. That’s the power of an AI Agent.
“This way,” Tal explains, “the AI Agent handles the process over email efficiently" and her team does not need to intervene.
Increasing team efficiency
With an AI Agent, the monday.com team has been able to grow and focus on strategic tasks, enhancing their overall work experience. A key example of this is through their billing inquiries, which constitute almost 50% of all email inquiries.
"Billing is one of our biggest channels for emails because customers get emails about their receipts or upgrades and reply directly because they don't see it on the platform. It's very intuitive for them to answer there,” Tal explained. This use case was a key priority for Tal’s team and one of their biggest wins for the email channel.
“The AI Agent handles customer inquiries efficiently, which means a lot of inquiries can be managed without human intervention, reducing the load on our team. This allows us to upgrade our service and allow our team members to provide a personalized, optimal experience in more complex and valuable interactions."
The resource savings with the AI Agent on email have been substantial, with a notable reduction in human resources needed to cover their channels. Tal confirmed, “We just signed the new contract for next year with Ada... it’s definitely part of our vision for next year.”