Ada and Dialpad Merge; Investor Matt Turck Discusses Customer Service AI Convergence
Ada and Dialpad announced their merger to create a new leader in agentic customer communications. Investor Matt Turck commented that AI chatbots and AI voice are clearly converging in customer communications: the same AI brain can handle both text and voice, covering purchasing and customer service scenarios, and can actually execute actions; he believes this merger will give rise to an important new entrant.
View original postWe are thrilled to share that @ada_cx and @dialpad are merging to create a new leader in agentic customer communications! The companies of the future will be teams of people and AI agents, serving customers who increasingly have agents of their own. Together, we’re going to power new experiences customers should expect, the collaboration businesses will need, and the communications that will make it possible. Ada has served more than 1 billion people and deployed more than 500 customer-facing AI agents that handle complex interactions. Dialpad, founded by members of the Google Voice team, powers more than 50,000 businesses around the world. As one company, we will make entirely new customer experiences possible: people and AI agents working as one team around every customer anticipating needs, taking on complex work and doing more than customers thought to ask. Together, we have the reach, resources and technology to bring that future to billions more people, faster. Read Mike’s letter on what we’re building: https://t.co/MJsfrLz3dX
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We are thrilled to share that @ada_cx and @dialpad are merging to create a new leader in agentic customer communications! The companies of the future will be teams of people and AI agents, serving customers who increasingly have agents of their own. Together, we’re going to power new experiences customers should expect, the collaboration businesses will need, and the communications that will make it possible. Ada has served more than 1 billion people and deployed more than 500 customer-facing AI agents that handle complex interactions. Dialpad, founded by members of the Google Voice team, powers more than 50,000 businesses around the world. As one company, we will make entirely new customer experiences possible: people and AI agents working as one team around every customer anticipating needs, taking on complex work and doing more than customers thought to ask. Together, we have the reach, resources and technology to bring that future to billions more people, faster. Read Mike’s letter on what we’re building: https://t.co/MJsfrLz3dX
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There's a clear market convergence between AI chatbots and AI voice in customer communications: one central brain (AI) that can interact with you whether you text it or speak to it (modality), whether you want to buy something or need support (use cases), and can actually do something for you (agentic action).
The combination between @dialpad and @ada_cx creates a major new entrant pursuing this big vision.
As an investor since the Series A, excited for @mimurchison and team to go after it.