Medallia and Ada Partner to Unite Customer Intelligence with Agentic AI for Smarter CX Automation
Medallia and Ada have announced a strategic partnership to combine Medallia’s omnichannel customer experience and operational intelligence with Ada’s agentic AI automation capabilities, creating a unified solution that enables enterprises to seamlessly turn deep customer insights into real-time automated actions that improve experiences and outcomes across channels. The joint initiative integrates Ada AI agent interactions into Medallia’s platform-ingesting conversational data alongside voice, digital, surveys, and contact center signals-to build a single source of truth that reveals loyalty drivers, friction points and operational improvement opportunities, then uses those insights to inform AI-driven workflows and decisioning.
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This allows the better prioritization of valuable automation scenarios, the personalization of interactions, the management of complex journeys, and the safe escalation of automation to handle difficult questions that conventional bots have trouble with, while also enabling the feedback of post-interaction surveys into unified analytics. The aim of the partnership is to help leaders in the field of CX and contact centers overcome the gap that exists, in most enterprises, between insight and action in the adoption of business AI.
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