Enterprise AI support agent across voice, chat, email and social, priced per conversation by default with a resolution option, plus documented REST APIs.
Mid-market and enterprise CX teams running multiple channels and languages who want conversation-based billing rather than paying more as their automation improves. Ada is the rare vendor in this category that publishes its contractual definition of an Automated Resolution, which makes procurement review far easier. The developer surface is genuinely documented, with REST APIs for knowledge, conversations, end users, tools, playbooks, audit logs and data export, plus SDKs and an MCP server, so engineering-led teams can build custom front ends.
Buyers who want metered pay-as-you-go: under the resolution model Ada invoices upfront for a purchased block of Automated Resolutions, and the count is derived from an average resolution rate measured on a sample rather than counted per conversation. Voice-heavy teams need to read the fair use defaults, which are a seven-minute average call length and 100 concurrent voice conversations per bot, with Ada reserving the right to charge overages or suspend voice. Organisations with an ISO 27001 mandate or a hard data-residency requirement should verify privately, since security.ada.cx lists SOC 2, SOC 3, HIPAA and a PCI AOC but no ISO 27001, and no hosting region is published.
Pros
Cons
Both models exist. Conversation-based is the default, where you pay for every conversation the AI agent has with end users, and Ada says most customers choose it for predictability and lower total cost of ownership. A resolution-based model is available for enterprises with specific needs. Ada publishes no dollar amounts for either, so rates come through an order form.
Ada's service-specific terms define an Automated Resolution as a conversation that is not escalated. Escalated means the end user was handed off to a live agent, or the bot recommended contacting another support channel such as phone or email. The resolution must also be relevant, accurate and safe. Ada invoices upfront for resolutions purchased and calculates the count from an average rate measured on a sample.
Yes, and it is documented publicly at docs.ada.cx. The reference covers Knowledge, Conversations, End Users, Bulk End-User Deletion, Auth Tokens, Integrations, Tools, Playbooks, Glossary, Snapshot, Export, Data Export and Compliance APIs, plus webhook events on End Users. The older Data Compliance API is marked deprecated and replaced by the Compliance API. Ada also publishes SDKs and an MCP server at docs.ada.cx/_mcp/server.
Ada's documentation states end user data is automatically deleted after two years and transcripts are deleted after two years unless personal details are removed first. Files and images sent by end users in email are deleted seven days after upload. Bulk end-user deletion requests can take up to 30 days to reach completed. Hosting region is not published.
Facts sourced from the vendor’s own site, last verified 2026-10-24.
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