monday.com deploys Ada's AI Agent across chat and email channels, achieving 42% reduction in agent average handle time
monday.com's customer experience team handled high volumes of chat and email support globally, but their scripted chatbot approach was inflexible, hard to maintain, and required constant manual updates, leaving agents unable to focus on high-value tasks.
Declarative, scripted chatbots were too rigid to dynamically handle customer inquiries and required constant manual intervention to stay current.
With Ada's AI Agent deployed across chat and email, monday.com achieved a 42% reduction in agent average handle time and 64% CSAT on the chat channel, with containment rate growing month over month and substantial resource savings on email.
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Frequently asked questions
What did this team achieve with this AI workflow?
With Ada's AI Agent deployed across chat and email, monday.com achieved a 42% reduction in agent average handle time and 64% CSAT on the chat channel, with containment rate growing month over month and substantial res…
What tools did this team use?
Ada.
What results were reported?
Agent average handle time: 42%; CSAT on chat channel: 64%; Active customers: 225,000+; Chat channel share of conversation volume: 76% (source-reported, not independently verified).
What failed first in this deployment?
Declarative, scripted chatbots were too rigid to dynamically handle customer inquiries and required constant manual intervention to stay current.
How is this customer support AI workflow structured?
Customer inquiry arrives → AI agent handles inquiry → AI executes actions in systems → Escalation to human agents.