Ada released a dual-sided AI customer-experience study with NewtonX covering 2,000 consumers and 500 enterprise CX and AI decision-makers, the company said on 24 March 2026.
Customer-experience vendors are publishing research that shifts the debate from deflection rates to true resolution. CX leaders still need to validate survey claims against their own channel mix and escalation paths.
Ada sells conversational and agentic AI for enterprise support. CEO Mike Murchison framed the study around measuring resolution rather than deflection alone.
Support leaders should demand resolution metrics on their own tickets — before treating any AI CX study as a completed automation business case.