Assertion Not checkable as stated
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.”
Assertion Not checkable as stated
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”
Assertion Not checkable as stated
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.”
Prediction Not checkable as stated
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.”
Prediction Not checkable as stated
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.”
Insight
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.”
Prediction Open · timeframe Feb 2030
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.”
Prediction Not checkable as stated
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…”
Prediction Not checkable as stated
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…”
Insight
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.”
Prediction Not checkable as stated
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”
Assertion Supported
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.”
Disclosure
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…”
Insight
Murchison: Deploying customer-facing AI effectively increases customer interactions
“When you deploy customer-facing AI effectively, you end up talking to your customers more.”
Insight
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…”
Assertion Not checkable as stated
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.”
Disclosure
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…”
Insight
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”
Assertion Not checkable as stated
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.”
Assertion Supported
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.”
Assertion Partly supported
Monday.com automates 50% of customer support contact using AI
“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.”
Prediction Not checkable as stated
Murchison: Top AI reasoning models may soon be overkill for customer service
“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.”
Disclosure
Ada does not train models from scratch on individual customer data
“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.”
Insight
Building effective AI agents requires custom prompts for every individual customer
“Teams who start to build their own agents inside their companies quickly realize this, that really what you need to do is you need to assemble a custom prompt for every individual customer.”
