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 25 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 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…”
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 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.”
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.”
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.”
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 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.”