Ada

Ada Support Inc. is an AI-native customer service automation company founded in Toronto, Canada, in 2016 by Mike Murchison and David Hariri. The founders' firsthand experience as customer support agents led them to create a platform to address the challenge of scaling high-quality service without proportionally increasing costs. Their mission was to repair what they saw as broken brand interactions by leveraging AI.

The company provides a no-code, AI-powered platform designed for enterprise businesses to automate customer interactions across various channels, including messaging, voice, and email. Ada's technology uses a sophisticated Reasoning Engine™, generative AI, and Natural Language Understanding (NLU) to process customer intent, resolve complex inquiries, and automate workflows. This allows businesses to provide instant, 24/7 support in over 50 languages. The platform is designed to be used by non-technical teams, enabling them to build and manage automated customer experiences. Ada serves a wide range of industries, such as e-commerce, financial services, SaaS, and gaming, with notable clients including Meta, Verizon, Square, and Shopify.

Ada's business model is focused on transforming customer support from a cost center into a proactive, revenue-generating function. It achieves this by autonomously resolving a high percentage of customer conversations—up to 83%—allowing human agents to focus on more complex issues. The platform integrates with numerous business systems like CRMs and e-commerce software, including Salesforce and Zendesk, to create personalized experiences. In May 2021, Ada announced a $130 million Series C funding round, which brought its total funding to $200 million and its valuation to $1.2 billion, achieving unicorn status. The financing was led by Spark Capital with participation from investors like Tiger Global, Accel, and Bessemer Venture Partners.

Keywords: customer service automation, AI-native platform, conversational AI, chatbot, automated customer experience, ACX, generative AI, natural language processing, NLP, no-code platform, customer support, contact center automation, omnichannel support, enterprise software, SaaS, customer engagement, voice automation