Farewell, Chatbots: AI Agents Are Taking Over Customer Service | Mike Murchison, CEO, Ada

Video Description

AI customer service agents are quickly replacing the often clunky AI chatbots of years past, and revolutionizing how we all interact with customer service. In this episode, we dive into this rapid transformation with Mike Murchison, CEO of Ada, a fast-growing leader in the space. Mike shares how harnessing the power of several Generative AI models enables Ada to automate up to 83% of customer interactions, providing a seamless and empathetic service that rivals, and will soon surpass, human agents. We explore the challenges and triumphs of deploying AI in customer service in this new era, from the intricacies of model orchestration to the importance of resolution and empathy. Mike also teases the future of agentic AI in the enterprise, where AI agents collaborate across departments to innovate and improve products. Ada Website - https://www.ada.cx X/Twitter - https://x.com/ada_cx Mike Murchison LinkedIn - https://www.linkedin.com/in/mikemurchison X/Twitter - https://x.com/mimurchison FIRSTMARK Website - https://firstmark.com X/Twitter - https://twitter.com/FirstMarkCap Matt Turck (Managing Director) LinkedIn - https://www.linkedin.com/in/turck/ X/Twitter - https://twitter.com/mattturck LISTEN ON: Spotify - https://open.spotify.com/show/7yLATDSaFvgJG80ACcRJtq Apple - https://podcasts.apple.com/us/podcast/the-mad-podcast-with-matt-turck/id1686238724 00:00 - Intro 2:27 - Why is customer service a perfect use case for AI? 3:36 - Why didn’t foundation models replace AI “thin wrappers” out of the box? 5:27 - What is Ada? 10:41 - Reasoning engine, model orchestration, instruction following, routing 15:45 - Hybrid systems, finetuning, customization 18:28 - Prompt engineering, observability, self-improvement 22:07 - RAG (Retrieval-Augmented Generation) and AI as a judge 23:06 - Guardrails and security 24:33 - Should we expect perfection from AI? 26:14 - Measuring “resolution” 29:29 - What actions can Ada AI Agents take? 32:12 - Authentication and personalization 35:09 - Handoff vs human delegation 38:12 - ACX (AI Customer Experience) and the future of customer service professionals 42:13 - Leveraging analytics and customer support data 45:54 - AI agents for cross-selling and upselling 48:25 - Traditional AI chatbots vs the new generation of AI Agents 51:24 - Emotion, empathy, personality 54:56 - Transparency and AI improvement 57:58 - Managing AI: the measure-coach-improve loop 1:00:15 - Ada Voice and Email 1:06:25 - Future predictions for AI 1:07:56 - Multi-agent collaboration