The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 44 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 1 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
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: $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.”
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.”
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.”
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.”
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.”
Murchison: Ada uses LLM judges to verify AI responses against knowledge bases
“We use language models as judges to ensure that your generations are grounded in the knowledge and policies that you've that you've connected to ADA.”
Murchison: Customer service roles are evolving into managing AI agents
“I think that broadly the big shift that's happening is, is customer experience, customer service professionals are evolving from, You know, reacting to incoming customer service inquiries to proactively managing them by really serving as the manager of an AI a…”
Murchison: Resolving customer issues with Ada yields five-star CSAT equivalent to humans
“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.”
Murchison: Ada's empathy will eventually personalize to individual user preferences
“Over time we'll, we'll see like this dimension of ADA Like, really become personalized on an individual user basis.”
Murchison: Pre-configured AI agents drive faster customer deployment than customizable platforms
“Now we've discovered that we can just accelerate results far faster by Giving you an agent in a box that is great and then just ensuring that you know how to coach it to improve over time. That's been a big unlock for our customers.”
Murchison: Voice AI latency over 3.5 seconds creates a frustrating user experience
“You know, if you're above three and a half seconds or four seconds latency, it is, it's a frustrating experience. Doesn't matter how capable you are. If you're not fast enough in over voice, it's painful.”
Ada has deployed software development agents internally to ship basic product improvements
“We have we have some software development agents deployed inside AIDA, That are shipping, you know, basic paper cuts, paper cut features, we call them right now, or paper, paper cut improvements.”
Ada co-founders simultaneously worked as remote support agents for seven companies
“And of the 12, seven of them said, sure, we'll hire you. And from a dingy office on the east end of Toronto, David and I worked for seven different customer service teams remotely at the same time, living and breathing customer service for what would become th…”
IKEA used AI savings to retrain support agents into design consultants
“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…”
Ada Voice could equal or exceed its messaging product within two years
“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.”
Murchison: Average American spends 40 days on hold in their lifetime
“Like the average American will spend 40 days of their life waiting on hold.”
Ada orchestrates seven to nine AI models per customer inquiry
“We do, we run on multiple models. The way to think about Ada is we call it our reasoning engine. Is we orchestrate on your behalf anywhere right now between, it seems like seven to nine models, depending on the inquiry, and those models work together to unders…”
Murchison: Ada's voice agents send callers follow-up text instructions
“A lot of our voice AI agents now are offering to they'll often send you text instructions over text. So you'll be speaking with them. It's so annoying to talk to a voice agent or someone on the phone and ask, you know, have, you know, and like have them, you k…”
Ada has no human agents built in, routing handoffs to legacy systems
“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…”
E-commerce client used Ada's AI reporting to launch new sunglass SKU
“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…”
Murchison: Many Ada customers hang AI agent performance metrics on office walls
“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.”
Customer service agent attrition rates exceed 40% normally, 80% during pandemic
“I mean, in the enterprise, customer service attrition rates are north of 40%. In the pandemic, they got as high as 80%.”
Ada provides every employee with a custom GPT model for work tasks
“We enable everyone inside Ada with their own Ada GPT, essentially a language model that we encourage everyone in default to interfacing with any time you're trying to do any work at all, period.”