Ada, a Toronto-based customer service automation startup, has developed a new automated generative AI-driven customer service suite to take customer service automation to a new level. With this new suite of tools, powered by generative AI, customers will have a great experience with shorter wait times and little hold music.
Company co-founder and CEO Mike Murchison explain that the main purpose of the startup since inception in 2016 is to give every customer an optimal experience. To make this dream a reality, the company has developed a system that generated answers in real-time using the customer’s knowledge base and deploys them across voice, messaging, and any other platform. Additionally, with Ada, the initial time needed to build the bot is close to zero.
Murchison acknowledges that the biggest challenge of AI-based customer service automation is guaranteeing customer safety. His strategy for this has been to create a sophisticated pipeline that provides the customer with accurate, relevant and safe answers with confidence. A key to Ada’s success, according to Murchison, is the ability to hand off customers to human customer service representatives when needed, seamlessly integrated with existing customer service software such as Zendesk and Salesforce.
Currently, Ada has more than 300 customers including Meta, Verizon and Shopify. In the past 5 years, the company managed to raise $190 million in funding, $130 million of which were acquired in 2021.
Ada has been around since 2016 and it’s mission has always been to provide customer service automation with a goal of creating an optimal experience for all its customers. The company is led by co-founder and CEO Mike Murchison who designed a sophisticated AI-driven automated customer service system using generative AI to drill down customer data, creating answers with confidence. Murchison also worked hard to seamlessly connect customers to real customer service representatives when needed. This focus has paid off with 300 customers and a funding amount of over $190 million.
Mike Murchison is the co-founder and CEO of Ada since its launch in 2016. With the aim of giving customers an optimal experience, he has been in the mission of creating customer service solutions powered by generative AI that would take customer service automation to the next level. Murchison believes that the biggest challenge of AI-based customer service automation is safety, which he tried to address through a complex AI pipeline that ensures relevant, accurate and safe answers. Murchison has changed the industry and accumulated recognition for his work since launching Ada as his customer base has grown to 300 and the company has raised $190 million in funds.
