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In this episode of Superhuman AI: Decoding the Future, Zain and Hassan sit down with Mike Murchison, co-founder and CEO of Ada, an AI-powered customer service platform. Mike takes us through the journey of Ada’s creation, detailing its early roots and the experiences that shaped its mission to revolutionize customer service through AI. He discusses the transformative impact of AI on customer service roles and how it’s reshaping the industry.
Drawing from his firsthand experience as a contact center representative, Mike explains how Ada’s development was deeply informed by the challenges he faced in the field. Plus, he explains how this hands-on insight helped Ada secure its first clients, who quickly became advocates for the platform.
Mike also shares key moments in Ada's development, including a strategic pivot to focus solely on customer service and the re-architecture of their platform around language models. He highlights the rapid advancements in AI, particularly in language and voice technology, and underscores the importance of staying agile and continuously learning to remain at the cutting edge of AI applications in customer service.
What we talk about:
1:24 – What is Ada?
4:01 – What does AI mean for the future of customer service?
6:53 – How did Mike build Ada and find his audience?
9:50 – What does Ada get right when it comes to customer service?
11:20 – What were some of the make-or-break points for Ada?
17:41 – Is Ada going to utilize voice models?
19:53 – What gives Ada its unfair advantage over the competition?
22:55 – What are Mike’s thoughts on Perplexity AI?
24:47 – How else is Mike using Ada in the office?
26:35 – How is the Ada team tackling AI hallucinations?
28:20 – What is the market like right now for AI entrepreneurs?
32:14 – Which industries will become the first to bring in wider adoption of AI tools?
34:04 – What should first-time founders be thinking about?
