Introducing the agentic customer communications company
Today, Ada and Dialpad are joining forces to bring people and AI together to do more for every customer.
Personal AI agents are becoming part of our lives. They help us make decisions, get things done, and increasingly reach out to businesses on our behalf. The same shift is happening at work, where AI agents are becoming colleagues we can delegate to and work alongside.
The companies of the future will be teams of people and AI agents, serving customers who increasingly have agents of their own.
We’re working backwards from that future: the experiences customers should expect, the collaboration businesses will need, and the communications that will make it possible.
As intelligence becomes available to every business, the advantage will come from the quality of the customer experience it creates.
Exceptional customer experience requires exceptional coordination
As part of Ada’s founding, I spent a year working in seven different customer service teams. The people I worked alongside wanted to do more for their customers. But they’d get stuck waiting for an approval, looking for information, or trying to reach someone in another department.
The customer was left connecting the pieces.
We’ve all been that customer. We navigate departments, repeat information the business already has, and chase things it promised to do. Customer service is supposed to mean the business serves us. Too often, we’re the ones doing the work.
We built Ada to automate complex customer interactions and give customer experience teams the ability to build, manage, and improve their own AI agents.
We’ve now served more than one billion people and deployed more than 500 customer-facing AI agents in production. Along the way, we’ve empowered thousands of customer experience professionals to transform their careers with AI and lead that transformation inside their companies.
Handling increasingly complex work has taught us how much depends on coordination across the business. When an AI agent needs help, can it reach the right person or AI agent? Can they contribute with the context they need? Can they keep working together until the job is done?
Adding AI to existing software doesn’t automatically make this possible. Individual tasks can get faster while the customer’s experience remains fragmented.
One team around every customer
That’s why we’re joining forces with Dialpad.
Ada brings the ACX platform for building, running, and improving AI agents that handle complex customer work. Dialpad brings a real-time AI collaboration workspace, powered by a global enterprise communications network and a proprietary data layer. Together, we can bring the customer conversation, human expertise, and AI execution into the same experience.
We’re building toward a business that works as one team around every customer.
If an order you need tomorrow goes missing, a tracking update may not help you. You need the business to find an alternative, get any approval needed, and arrange delivery.
Your AI agent should be able to bring in the right colleague with the context they need to help. That person can approve an exception while AI keeps working: finding a replacement, arranging delivery, and keeping you informed. The work should continue after the conversation ends.
And you shouldn’t have to chase each department yourself. The business should take responsibility for seeing the work through.
Beyond resolution
The business should also be able to do more than resolve the problem you brought to it.
People and AI working together should anticipate needs, take work off your shoulders, and do more for you than you thought to ask. A level of care and attention once reserved for a few customers becomes possible for everyone.
Businesses that deliver that experience will earn more trust, keep customers coming back, and earn more of their business over time.
What this means for you
Bringing Ada and Dialpad together will accelerate our roadmap and create entirely new experiences that I believe only our combined company can deliver.
Here’s what you can expect ahead:
- Faster, more reliable voice. A direct connection to our global communications network will reduce latency and open up more ways to serve your customers proactively.
- People and AI solving complex requests together. Shared context and workspaces will help colleagues contribute and keep work moving without making customers start over.
- AI agents that keep improving. Learning from both AI and human conversations, including requests they never handled, will help your agents take on increasingly complex work.
- More productive teams. Real-time guidance for human agents, alongside automated quality reviews and coaching, will help improve performance across your team.
- A clearer view of what to improve next. Insights across human and AI conversations, including predicted customer satisfaction, will help you prioritize improvements and automation by customer impact and business value.
Ada’s platform will remain open to your business systems and applications. We’ll increasingly offer more of our own applications to power better experiences for your customers. With our broader international presence, we also look forward to supporting you more locally and in person.
We’ve long been driven to create technology that helps you make every customer feel like your most important customer. With our combination, our team is more driven than ever to invent new experiences that unlock more value for your customers than ever before.
Can’t wait!