Ada, every mention

Farewell, Chatbots: AI Agents Are Taking Over Customer Service | Mike Murchison, CEO, Ada Feb 13, 2025 · 72 mentions

• ▶ 0:02 Matt Turck Today, we dive into the future of AI-powered customer service with Mike Murchison, the CEO of Ada. 4 times in the scene
• ▶ 1:31 Mike Murchison What I'm very excited about is Ada's ability to collaborate with other agents. 3 times in the scene
• ▶ 5:08 Mike Murchison And I think Ada is a good example of that, but there are other examples in the market across industries, not just customer service, where we're seeing that play out too. 2 times in the scene
• ▶ 5:27 Matt Turck So, uh, as a level set, uh, let's talk about ADA. 3 times in the scene
• ▶ 9:36 Mike Murchison I mean, we do, and that's another whole other topic, but we, we definitely spend a ton of what we've learned, one of the competencies we've developed inside ADA is, is model testing. 5 times in the scene
• ▶ 17:49 Matt Turck To call it what it is, by the way, based on the way you described it, um, that, that it feels like ADA truly deserves the moniker of, of AI agent, so AI agent. 4 times in the scene
• ▶ 21:16 Mike Murchison And that's a way to think about is behind the scenes when your, when your customer service agent is talking with one of your customers, Ada has assembled, created a unique prompt for that customer that adheres to your policies, to your… 7 times in the scene
• ▶ 29:28 Matt Turck And, uh, what can Ada do to help solve some of those problems, right? 7 times in the scene
• ▶ 32:33 Matt Turck And it will evolve tremendously, but how does that work in the context of a conversation with Ada? 9 times in the scene
• ▶ 35:09 Matt Turck And as of now, uh, not just for ADA, but like for the industry in general, there is, uh, still a concept of handoff to a human, uh, at some point. 3 times in the scene
• ▶ 42:13 Matt Turck So if I'm, uh, an ACX, uh, employee or head of ACX, uh, and I live in ADA all day, uh, so what, what, what do I see in terms of analytics?
• ▶ 45:01 Mike Murchison I'm quite focused on making sure that as Ada sells, it's not a negative experience.
• ▶ 49:44 Mike Murchison 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.
• ▶ 51:52 Mike Murchison Yeah, we, we, we do out of the box, um, make ADA as a sort of default experience, uh, as empathic as we, as we can. 3 times in the scene
• ▶ 1:00:19 Matt Turck So the, the multi, uh, moral aspect of, um, of ADA. 6 times in the scene
• ▶ 1:00:24 Matt Turck Uh, when did the voice product come out? 2 times in the scene
• ▶ 1:00:39 Mike Murchison We launched, uh, ADA email about six months ago.
• ▶ 1:04:53 Mike Murchison Ada voice is works, you know, for real customers in different languages over traditional telephony. 2 times in the scene
• ▶ 1:04:53 Mike Murchison Ada voice is works, you know, for real customers in different languages over traditional telephony. 2 times in the scene
• ▶ 1:08:21 Mike Murchison Like certainly, you know, our focus at Ada is not only supporting your customers, but also selling to your customers, because we believe that the best customer service experience spans both sales and support. 6 times in the scene