The MAD Podcast with Matt Turck Farewell, Chatbots: AI Agents Are Taking Over Customer Service | Mike Murchison, CEO, Ada
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Feb 13, 2025 Mike Murchison, CEO of Ada and a leader in AI-powered customer service, discusses the game-changing shift from chatbots to advanced AI agents that handle customer interactions effortlessly. He reveals that these agents can automate up to 83% of customer interactions with empathy and efficiency. The conversation covers the importance of model orchestration, the ethical guidelines needed for AI, and how AI can enhance collaboration across departments. Mike also teases exciting future developments, including AI's role in product innovation and real-time multilingual support.
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AI's Customer Service Advantage
- Customer service quality is generally poor and expensive, costing $500B annually.
- AI offers better experiences for less, addressing these issues.
Why AI Chatbot Companies Still Exist
- Foundation models alone don't solve customer service; application-layer value is key.
- Controlling, measuring, and improving AI is complex, requiring specialized software.
Ada's Origin Story
- Ada's founders worked as customer service agents to understand the field deeply.
- This approach helped them transition from pre-ChatGPT AI models to current LLMs.