Ada

“So that's where we're starting to work with AI agent unicorns, like ADA, like cognition, solving their problems.”

“Monday.com CEO a couple months ago in their earnings report shared that they're automating 50% of their customer contact, but also that they're talking to their customers more than they ever have before.”

“We do, we run on multiple models. The way to think about Ada is we call it our reasoning engine. Is we orchestrate on your behalf anywhere right now between, it seems like seven to nine models, depending on the inquiry, and those models work together to unders…”

“And as you know, well, you know, we're seeing model costs plummet. They've plummeted 90% in the last 12 months.”

“But we don't train models from the ground up based on individual customer data. And because we haven't seen it, that, that yields a performance improvement yet.”

“Our agents are now autonomously resolving. We have a new high watermark as of last week, week before, 85% of all conversations that, up to 85% that they're seeing. That's without human involvement”

“We use language models as judges to ensure that your generations are grounded in the knowledge and policies that you've that you've connected to ADA.”

“Increasingly, we make those assurances in runtime, so it's actually not possible for ADA to deliver an inaccurate response.”

“And we can say with confidence right now that yes, that is exactly true. We can measure the quality of a conversation transcript as well as a human annotator. And we can do it with a hundred percent coverage.”

“I think we're very soon going to be in a position where there's really no action that a, that, that ADA can't perform on behalf of a customer. And the limiting factor will be whether or not the business wants that action to be automated.”

“A lot of our voice AI agents now are offering to they'll often send you text instructions over text. So you'll be speaking with them. It's so annoying to talk to a voice agent or someone on the phone and ask, you know, have, you know, and like have them, you k…”

“Yeah, Ada is a, is an AI native application that has no human customer service agents in it. So whenever a human customer service agent is needed, we will route, we'll hand off, to a human customer service agent who lives in an incumbent system, like a service…”

“And so increasingly we're starting to think less in terms of handoff and more in terms of human delegation. And we're very excited about that because what it means is that instead of just simply handing off a conversation to a human agent and having them figur…”

“We had a customer recently who they're a large e-commerce business. They discovered through our reporting that they should probably create a new product. Like, in other words, that they, in this case, it was a skew of sunglasses that they didn't have. It was p…”

“There will just be a single customer-facing AI that most businesses deploy, and that AI will not only serve as well or better than a human, but it will sell as well or better than a human too.”

“What we see inside ADA is when an issue is resolved, when we resolve an issue, it is almost the same thing as a five stars, five star human reported CSAT experience.”

“Over time we'll, we'll see like this dimension of ADA Like, really become personalized on an individual user basis.”

“Many of our customers, they literally have pictures of their AI agent's performance on the wall. And their monthly, the monthly performance of them.”

“Now we've discovered that we can just accelerate results far faster by Giving you an agent in a box that is great and then just ensuring that you know how to coach it to improve over time. That's been a big unlock for our customers.”

“So, like, you know, the, in other words, like, customers weren't opening these emails because they didn't believe that the email could be helpful if it came so instantly, right? So it was like an eight-minute delay that a lot of our customers use.”

“I fully expect that in collaboration with some of the code generation agents, for example, Ada will be able to go from customer inquiry To new product being shipped fully autonomously.”

“We have we have some software development agents deployed inside AIDA, That are shipping, you know, basic paper cuts, paper cut features, we call them right now, or paper, paper cut improvements.”

“So I, one of the people I spoke with was Mike, the CEO of Ada. Which is doing, you know, over fifty million dollars ARR, it's a unicorn, etc.”

“And we saw, saw that in our portfolio with Ada, which is one of the leaders in AI chatbots for customer service, where, you know, not that long ago, they would sell on a per seat basis, and, you know, occasionally, you know, per conversation basis, sort of sel…”

“Ada's now a unicorn out of Toronto doing over fifty million in ARR.”

“Today, the company has over 300 customers using the platform, including Meta, Verizon, and Shopify.”

“And also ADA has raised over A hundred and ninety million in venture capital money, including a hundred and thirty million series C into them and 21 led by our friends at spark.”

“And of the 12, seven of them said, sure, we'll hire you. And from a dingy office on the east end of Toronto, David and I worked for seven different customer service teams remotely at the same time, living and breathing customer service for what would become th…”

“We enable everyone inside Ada with their own Ada GPT, essentially a language model that we encourage everyone in default to interfacing with any time you're trying to do any work at all, period.”

“At the code level in ADA, you know, we make two different large language model API calls. We make a fast call, and we make a smart call.”

“Starting this year, we've now trained models, specifically an AI model, to understand the quality of a customer service conversation better than a human.”

“We're so big on this measure that not only is it the North Star measure of our entire company, but we're increasingly pricing, enabling our customers to price according to it. So we're actually only going to charge you for a conversation that's automatically r…”

“Which I believe we'll, we'll have customers who get there in the next, within the next two years”

“For many of our customers, the majority of their customer service is still taking place over the phone.”

“The paradigm of talking to your customers less, you know, is really, really born of an era where, People really weren't making as many data informed decisions. And it might have been because a lot of this information wasn't digitized to begin with. If you're r…”

“Initially this was about a curiosity we had around, you know, solving a problem that we were experiencing as the leaders of Volley and not as a, you know, as a, oh, this is a pivot opportunity, or this is a new business venture. It was about solving our own op…”

“We were employed by seven different companies at one point, all at the same time. And we lived and breathed customer service for the better part of a year.”

“All software is at a fundamental level, all software does is it replicates and scales some manual process that exists in the physical world. And our belief is the extent to which you can understand that manual process better than anyone else, or at least under…”

“The reason we knew Ada worked in the early days or was going to work is because we didn't get fired. You know, we ran this software and our managers, you know, they didn't care. Like they loved the fact that response times went down. They couldn't tell the dif…”

“I hadn't I had not generated a dollar in SAS revenue in my entire career before ADA.”

“Even if you want to sell like five pieces of license for school, you have to be compliant in all of them. Otherwise you can't sell. So there are significant investments that are needed to be able to comply with those regulations in terms of product processes a…”