# How eSky uses Ada

**17-point** increase in automated resolution rate in four

As published on [ada.cx](https://www.ada.cx/case-study/esky/), April 2026. Captured by usedby on 2026-10-11.

- Company: [eSky](https://www.usedby.ai/companies/esky.md)
- Tool: [Ada](https://www.usedby.ai/tools/ada.md)
- Industry: [Travel & Hospitality](https://www.usedby.ai/companies/industry/travel-hospitality.md)
- Teams: Customer Support, Marketing

## The use case: how eSky deploys Ada

eSky, an online travel agency, runs a dedicated Ada AI agent for each of its three brands to resolve customer inquiries automatically across web chat, WhatsApp and Messenger in multiple languages and markets. The agents handle routine tasks, triage complex cases to human agents with structured requests, and help surface operational gaps.

Summary written by usedby from the source page, in English. The figures are those of Ada and eSky, not ours.

> In a single week, automated resolution jumped by 10 percentage points, and has since climbed an additional seven percentage points. AI agent CSAT went up by 19 percentage points in that same window.

- **3 channels**: “3 channels live with one AI agent strategy”
- **3 distinct brands**: “3 distinct brands managed by one team”
- **19 percentage points**: “AI agent CSAT went up by 19 percentage points in that same window.”

> Our AI agent is universal. It can behave like a marketing team member. It can behave like a customer support agent. You don't get that in a human, usually.
>
> Lukáš Maršálek, Digital Customer Support Manager

Source: [ada.cx](https://www.ada.cx/case-study/esky/), captured 2026-10-02.

> The moment where we started to believe that we can actually resolve inquiries automatically was a game changer
>
> Lukáš Maršálek, Digital Customer Support Manager

Source: [ada.cx](https://www.ada.cx/case-study/esky/), captured 2026-10-05.

> Ada has been a huge contributor to my mission so far. Less than a year ago we were running a proof of concept. Today we're live across three brands, three channels, and dozens of markets. I'm having the best time and we're just getting started.
>
> Lukáš Maršálek, Digital Customer Support Manager

Source: [ada.cx](https://www.ada.cx/case-study/esky/), captured 2026-10-11.

## Other companies using Ada

- [Betsson Group](https://www.usedby.ai/companies/betsson-group.md) — Confirmed
- [Blackhawk Network](https://www.usedby.ai/companies/blackhawk-network.md) — Confirmed
- [Brigit](https://www.usedby.ai/companies/brigit.md) — Confirmed
- [Checkr](https://www.usedby.ai/companies/checkr.md) — Confirmed
- [Deezer](https://www.usedby.ai/companies/deezer.md) — Confirmed
- [Digicel](https://www.usedby.ai/companies/digicel.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-11.

- Checked: the figure 17-point is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of eSky.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: eSky uses Ada. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/esky-ada · How we check: https://www.usedby.ai/methodology