Ada
Ada is an AI-native customer experience company that provides enterprise AI agents for resolving customer-service interactions across channels and languages. Its stated goal is to eliminate the tradeoff between high-quality service and controlling support costs, helping companies turn customer service into a growth engine.
At a Glance
- Large enterprises and global brands
- Financial services and fintech
- Retail and ecommerce
- Technology and SaaS
- +3 more
AI Tools by Ada
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Ada
AI Customer Service Agent Platform
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Latest News
Ada earns AWS Travel and Hospitality Competency for resolving traveler issues at scale.
Ada launches Ada Computer, bringing API, code, and MCP tools to governed AI-agent task execution.
Ada releases research finding that half of U.S. travelers do not care whether AI or a human resolves a problem, provided it is resolved.
Ada publishes a NewtonX study on consumer preference for always-on AI customer service and the enterprise resolution gap.
Products & Services
Enterprise AI agents that autonomously resolve customer-service interactions across voice, email, chat, messaging, WhatsApp, SMS, Instagram, in-app, and custom channels, in multiple languages.
A unified intelligence layer that applies industry LLMs, autonomous decision-making, adaptive reasoning, context-driven logic, and multi-layer safeguards consistently across channels.
A tool-execution layer for AI agents with API tools, sandboxed Python code tools, and MCP tools, enabling agents to look up and update business records, apply policy, and take governed actions.
Operational tooling to build, launch, scale, measure, test, and improve AI agents, including playbooks, variables, language management, and automated-resolution monitoring.
Market Position
Ada positions itself as an AI-native, enterprise-focused agentic customer-experience platform rather than a legacy chatbot or seat-based helpdesk. Its differentiation is unified reasoning across channels, governed execution of real business actions, multilingual/high-volume automation, and an operating model intended to improve resolution and customer value; relevant competitors include Zendesk AI, Salesforce Agentforce, Intercom Fin, Freshworks Freddy AI, Decagon, Cresta, and Sierra.
Leadership
Founders
Mike Murchison
Co-founder and CEO; previously worked in corporate finance at Salman Partners. Before starting Ada, he and David Hariri spent more than a year working as customer-service agents across seven teams to study the problem firsthand.
David Hariri
Co-founder. He co-founded Ada with Mike Murchison after the pair worked directly in customer support across seven teams and concluded that conventional service operations could not scale quality and cost together.
Executive Team
Mike Murchison
CEO and Co-founder
Co-founded Ada in 2016 after working in corporate finance at Salman Partners and conducting firsthand customer-support research; has led the company since founding.
Mike Gozzo
Chief Product and Technology Officer
Leads product and technology; quoted by Ada on the February 2026 launch of its unified Reasoning Engine.
Founding Story
Mike Murchison and David Hariri started Ada in 2016 after noticing that their earlier startup talked to customers less as it grew. They worked as customer-service agents for seven different teams from a Toronto office, observed that businesses had to choose between high-quality service and cost control, and founded Ada to eliminate that tradeoff with an AI-native platform.
Business Model
Revenue Model
Enterprise B2B software sold through custom quotes, with pricing tied to deployed AI-agent usage/interactions and implementation requirements; Ada's public pricing page directs prospective customers to a custom demo rather than publishing standard tiers.
Target Markets
- Large enterprises and global brands
- Financial services and fintech
- Retail and ecommerce
- Technology and SaaS
- Travel, airlines, and hospitality
- Gaming
- Automated customer support and self-service
- Airline and travel disruption, booking, rebooking, and itinerary support
- Retail and ecommerce order tracking, returns, exchanges, and refunds
- Financial-services account, payment, fraud, and card-support workflows
- Technology and SaaS support at high interaction volumes
- Gaming customer service
- Cebu Pacific
- IPSY
- monday.com