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The Peel with Turner Novak
The $750 Billion AI Opportunity in Customer Service | Mike Murchison, Co-founder and CEO of Ada
Mar 6, 2025
Mike Murchison, Co-founder and CEO of Ada, an AI-powered customer service platform, shares insights from his journey in transforming customer service. He discusses the evolution of AI and its role in shifting perceptions of customer service from a cost center to a revenue generator. Murchison also highlights the challenges of integrating AI into existing teams and emphasizes the importance of management in AI-native companies. He shares lessons from his experience working multiple customer service jobs and offers advice on building effective AI agents.
01:32:45
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Quick takeaways
- AI technology is transforming customer service from a cost center into a revenue driver by enabling deeper customer engagement and understanding.
- Strong management capabilities are critical in AI-first companies as they navigate the shift from human-centered roles to overseeing AI-driven processes.
Deep dives
Ownership of Product
Bestowing a sense of ownership of the product to customers is a core principle for building a successful business. This sense of ownership can be fostered through attentive listening and acting on customer feedback. The early struggles with customer service scaling demonstrated how easily this principle can falter as companies grow. The realization that customers had become mere numbers instead of valued individuals fueled a drive to transform customer service experiences and re-engage with the community.
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