Ada and Dialpad Merge: Investor Matt Turck on the Vision for Unified Agentic Customer Service
Ada and Dialpad have announced a merger aimed at creating a new leader in agentic customer communications. Ada has served more than 1 billion people and deployed over 500 customer-facing AI agents, while Dialpad was founded by members of the Google Voice team and serves more than 50,000 businesses. Matt Turck, an investor since the Series A round, said customers want a unified AI brain that can interact via text or voice and perform agentic actions, and the combination of the two companies will create a major new entrant in this direction.
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The author explains, from an investor's perspective, why the Ada-Dialpad merger targets a unified agentic customer service entry point, helping readers understand the product logic behind the merger.
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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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As a customer, what I want: one central brain (AI) that can interact with me whether I text it or speak to it, whether I want to buy something or need support, and can actually do something helpful for me (agentic action) - 24/7, always in a good mood, instantly available.
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.