Mike Murchison
Co-Founder & CEO, Ada. On 2 shows, 3 appearances. The Shows tab opens the full record on each.
founderexecutive@mimurchison ↗LinkedIn ↗ada.cx ↗
Mike Murchison is the co-founder and CEO of Ada, an enterprise AI-powered customer service platform. Prior to Ada, he founded Volley Industries and worked frontline customer support roles across seven businesses to understand call-centre workflows and design automated support software.
2shows
3appearances
53statements
8resolved
7supported
0contradicted
88%fully supported
14said about them ↓ Everything Mike Murchison said on any show that made the record, most notable first. Each card names its show and opens the statement there.
Ada uses runtime guardrails to prevent inaccurate AI responses entirely
“Increasingly, we make those assurances in runtime, so it's actually not possible for ADA to deliver an inaccurate response.”
Ada's AI agents resolve up to 85% of customer service conversations autonomously
“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”
Ada measures customer conversation quality as accurately as humans across 100% of interactions
“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.”
Murchison: AI agents will soon face zero technical action limitations
“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.”
Unified customer-facing AI will soon outcompete humans in sales and support
“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.”
Murchison: Ada added artificial email delays because instant AI replies had lower open rates
“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.”
Murchison: Ada will autonomously ship product updates from customer service inquiries
“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.”
Discovering new AI capabilities no longer requires a machine learning PhD
“I think it's actually no longer the case that you need a PhD in machine learning to understand and push the frontier of what an ML model is capable of, and I would actually say that That I actually believe that the folks who are going to discover the newest ca…”
AI reasoning capabilities will force software pricing from seats to value-based usage
“I actually think this is, this will be true for all of software. I think that the, because of the quality of large language models, reasoning capabilities specifically, I think we're going to see a major shift Not only away from seat-based pricing towards usag…”
While the internet made distribution free, AI makes cognition essentially free
“If the web made the cost of distribution essentially free for businesses, what AI is doing now is AI is making the cost of cognition essentially free.”
Ada customers will reach 100% automated customer service resolution within two years
“Which I believe we'll, we'll have customers who get there in the next, within the next two years”
Mike Murchison: LLM model costs plummeted 90% in 12 months
“And as you know, well, you know, we're seeing model costs plummet. They've plummeted 90% in the last 12 months.”
Ada is shifting from human handoffs to AI delegating tasks to humans
“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…”
Murchison: Deploying customer-facing AI effectively increases customer interactions
“When you deploy customer-facing AI effectively, you end up talking to your customers more.”
Murchison: AI software buyers should expect continuous improvement, not static consistency
“Businesses should not be purchasing, you know, customer service software in twenty-twenty-five and expecting the results to be consistent. You know, they're not buying a piece of software to solve a problem today. What they should be purchasing is an expectati…”
Ada trained AI models to evaluate customer service quality better than humans
“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.”
Ada shifts pricing to charge only for automatically resolved support conversations
“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…”
Cultural barriers, not technology, block 100% automated customer service resolution
“The biggest hurdles to overcome to actually get there are actually interestingly primarily cultural. You would think it would be technological, but it's actually interestingly cultural”
Generative AI replies increase customer service resolution rates by 30 percentage points
“This is, it's resulting in customer essentially at 25 to 29, 30% Improvement, percentage point improvement in resolution rate.”
Murchison: Minimizing customer contact is an obsolete legacy from analog call centers
“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…”
Murchison: Writing software is rarely the fastest way to learn
“Writing software is the fastest way to learn, but in my view, it actually rarely is. It can be, but it rare, it rarely is. So I think we've conflated progress. We've conflated like developing an MVP with progress or rapid progress. Those are two very, very dif…”
Ada founders secretly tested their own software while working as support agents
“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…”
Murchison: $500B spent annually on human-led customer service globally
“Globally, every year, five hundred billion dollars is invested in human-led customer service operations around the world.”
The other half of the tape: Mike Murchison's own voice is left out of every number here. Other people bring the name up 14 times in 5 episodes across the shows. every mention, with the transcript →
Who brings them up most Pablo Srugo 14
Every mention by year
tap a year for its mentions
A Product Market Fit Show 14
2025 1 mention in 1 episode
2024 6 mentions in 1 episode
2023 7 mentions in 3 episodes 2 per episode
- How I Missed a $10B Opportunity Because of Bad Customer Discovery · PMF Show
- Michael Kravshik, Founder of LumiQ | How to Pivot to Product Market Fit · PMF Show
- Aydin Mirzaee, Founder of Fluidware (Bootstrapped to ~$100M exit) | How to Find Product Market Fit · PMF Show
- every mention in 2023, scene by scene →
One line per show, most statements first. The link opens Mike's full record on that show: the calibration, argument clarity, speaking style and every statement made there.
| Show | Role there | Eps | Statements | Record | |
|---|---|---|---|---|---|
 MADLEDGER | Co-Founder & CEO, Ada | 2 | 44 | 86% 6/7 | full record on the MAD Podcast → |
| PRODUCT MARKET FITLEDGER | Co-Founder & CEO, Ada | 1 | 9 | 100% 1/1 | full record on A Product Market Fit Show → |