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

“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”

“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.”

“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.”

“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.”

“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…”

“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…”

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

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

“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.”

“This is, it's resulting in customer essentially at 25 to 29, 30% Improvement, percentage point improvement in resolution rate.”

“Globally, every year, five hundred billion dollars is invested in human-led customer service operations around the world.”

“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.”

“I think we're very quickly about to reach a tipping point whereby the most performant reasoning model available in the world may be overkill for the average customer service use case.”

“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.”

“Ikea did this recently in the form of reinvesting their AI savings into, I believe, design consultants that they re they retrain from former customer service agents who are calling customers to help Consult them on how to better put together, combine different…”

“I think there's a chance that Ada voice could be as big, if not bigger in the next two years than Ada messaging, and we're pretty excited about it.”

“Like the average American will spend 40 days of their life waiting on hold.”

“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…”

“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…”

“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.”

“I mean, in the enterprise, customer service attrition rates are north of 40%. In the pandemic, they got as high as 80%.”

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

“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.”

“Attrition rates in contact centers Are on average about 45% annually, meaning that in the enterprise, about half of all customer service agents will leave their jobs every year.”