Medallia and Ada have announced a strategic partnership combining Medallia's customer experience intelligence with Ada's AI-powered customer service platform. The collaboration aims to bridge the gap between customer insights and automated action, addressing the challenge that only 5% of enterprise AI pilots deliver measurable business impact, according to a 2025 MIT study. The joint solution integrates Ada's AI agent conversations into Medallia's analytics platform, which processes over 8.2 billion records annually. This enables organisations to identify high-friction customer issues and deploy AI-powered automation for complex enquiries whilst maintaining quality safeguards. The partnership allows contact centre leaders to scale AI agents beyond simple use cases to more sophisticated workflows, with outcomes feeding back into Medallia for continuous improvement and measurement.

Ada, an automated customer service platform, has raised $19 million in Series A funding. The Canadian startup, co-founded by Mike and David, originally began as Volley, a professional networking community, before pivoting to customer support automation. The founders' transition came after repeatedly hearing from customers about customer support challenges at scale. They spent months working as customer support representatives to understand the problem firsthand before building Ada's first version. Ada now helps customers automate up to 70% of customer interactions and has served over 50 million customers worldwide through clients including TELUS, Coinbase and Upwork. The company plans to expand beyond automating inquiries to automating customer actions by integrating with core enterprise systems, aiming to become a global leader in automated customer service.

Aerska has emerged from stealth and announced a $21m seed raise to advance its pipeline of medicines and grow its Irish and UK operations.