Returns and exchanges are exactly the kind of complex, multi-step workflows best suited for Ada's Playbooks. With Playbooks, you can train your AI agent to follow your standard operating procedures (SOPs) with the same skill as your best human agents, responding naturally, using real-time customer and system data to personalize every step, with built-in checks to ensure accuracy and consistency at scale.

A typical flow: a customer initiates a return, the AI agent verifies their order and eligibility via your OMS, presents options (refund, exchange, or store credit), confirms the choice, generates a return label, and updates your system, all in one conversation.

For the customer, that means instant resolution without forms, hold times, or repeat questions. For high-volume retailers, it means lower cost per contact, faster handle times, and the kind of effortless returns experience that turns one-time buyers into loyal, repeat customers.

Ada defines an automated resolution as a conversation where the AI agent fully addressed the customer's issue, providing answers that are accurate, relevant, and safe, without escalating to a human agent.

For a product return, that means the customer received what they needed (a return label, a replacement order, a refund confirmation, or store credit) and ended the conversation without requesting further assistance. The Performance Center makes this classification auditable, so retail teams can review every conversation and refine workflows by providing coaching to the AI agent.

Ada's platform has handled over 6.4 billion customer interactions and delivered an 84% automated resolution rate.

Ada is deployed by some of the world's leading ecommerce and retail brands, with published results across multiple customers:

IPSY increased both CSAT and automated resolution rate after deploying Ada's ACX Platform, driving a 943% ROI on their generative AI investment.

Simba Sleep unlocked £600K+ in monthly revenue and scaled global CX with an Ada-powered AI agent.

Endy built an AI operating model with Ada that scaled across three brands, multiple channels, and a new market.

Indigo deployed Ada to create a fully branded customer interface within their ecommerce site, enabling seamless customer-to-Indigo connections.

Yes. The Reasoning Engine™ is built to handle technical, product-specific inquiries, not just transactional ones.

For electronics and ecommerce retailers, that includes troubleshooting, compatibility questions, product specification lookups, warranty checks, and RMA workflows.

Ada offers native integrations and robust APIs to connect to your product catalog, knowledge base, and backend systems. Combined with Playbooks to automate your SOPs, your AI agent can resolve complex technical questions accurately and at scale.