As one of the world’ s fastest gr owing educational apps, Ada ’ s client is impr o ving how par ents and teachers ar ound the globe k eep tr ack of students’ success. Now used b y mor e than half of the schools in the United States and in o v er 150 other countries, the app pr o vides a mobile, user-friendly wa y t o captur e and shar e students’ pr ojects and pr ogr ess in r eal time. But gr owth made for a new challenge: the app ’ s small cust omer suppor t team was struggling t o k eep up with a number of monthly email tick ets, especially due t o dr amatic escalation during peak back-t o-school seasons. With se v er al thousands of monthly tick ets coming dir ectly fr om the company ’ s suppor t page, the business’ r eliance on agents’ manual r esponse was negativ ely influencing the

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