Majority of customer service for many Ada enterprise clients remains phone-based
Mike Murchison · AI-First Customer Service Playbook: Ada CEO Mike Murchison on Building Scalable Support with Gen AI · Jul 26, 2023 · at 43:33
Mike Murchison is the co-founder and CEO of AI customer service platform Ada. He explains why the company expanded into voice automation.
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“For many of our customers, the majority of their customer service is still taking place over the phone.”
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More from Mike Murchison
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.”