# Ada

> Ada is a Toronto-based AI company that automates enterprise customer service. Its platform deploys AI agents across voice, chat, email, and social channels, resolving support requests in dozens of languages and pulling from a company's own knowledge and systems. Founded in 2016 by Mike Murchison and David Hariri after the pair spent a year working as frontline support agents, Ada now powers billions of automated interactions for brands like Meta, Verizon, Square, and YETI, with top customers automating over 80% of inquiries. The company reached a $1.2B valuation in 2021 and in 2026 launched a unified Reasoning Engine, a single AI 'brain' that works consistently across every channel.

- **Founded:** 2016
- **Headquarters:** Toronto, Canada
- **Founders:** Mike Murchison (Co-founder & CEO), David Hariri (Co-founder & Head of R&D)
- **Team size:** Approximately 300-400 employees
- **Products:** ACX Platform (Agentic Customer Experience Platform), AI Agent, Unified Reasoning Engine, Playbooks & Coaching, Voice AI Agent
- **Notable:** Powered over 4 billion automated customer interactions since 2016, Reached $1.2B valuation and unicorn status in 2021, Top customers automate over 80% of customer service inquiries

## Products & services

- **ACX Platform (Agentic Customer Experience Platform)** — Ada's core platform that deploys AI customer service agents across voice, messaging, email, and social channels, resolving inquiries by drawing on a company's knowledge and taking action in connected systems.
- **AI Agent** — An AI-native agent that understands intent, retrieves answers, takes actions in integrated tools, and escalates to humans when needed - managed via a no-code, drag-and-drop interface.
- **Unified Reasoning Engine** — A patent-pending single intelligence layer that gives the AI agent one consistent 'brain' across all channels, enabling complex, longer-horizon, multi-step task automation.
- **Playbooks & Coaching** — Tools that let non-technical teams define standard operating procedures and continuously coach AI agents - now available for voice as well as chat.
- **Voice AI Agent** — AI agents that handle inbound phone support, following multi-step procedures and resolving complex calls end to end.

## Achievements

- Powered over 4 billion automated customer interactions since 2016
- Reached $1.2B valuation and unicorn status in 2021
- Top customers automate over 80% of customer service inquiries
- Named to Deloitte Technology Fast 500
- Recognized as a Challenger in the Conversational AI Wave
- Doubled year-over-year growth into 2026 amid surging demand for agentic CX
- Launched the industry's first unified Reasoning Engine (2026)

## Latest updates

- **2026-03** — Ada reported doubling year-over-year growth as enterprise demand for agentic customer service surged.
- **2026-02** — Launched the industry's first unified Reasoning Engine - a single intelligence layer powering AI agents consistently across every channel.
- **2025** — Made Playbooks and Coaching widely available on voice, enabling AI agents to handle complex multi-step phone calls.
- **2025** — Partnered with Medallia to combine AI-powered CX automation with omnichannel experience insights.
- **2024-11** — Announced expanded AI agent capabilities powered by Microsoft Azure OpenAI Service to serve the $500B customer service labor market.

## Links

- Website: https://www.ada.cx/
- LinkedIn: https://www.linkedin.com/company/ada-cx/
- Twitter/X: https://twitter.com/ada_cx
- YouTube: https://www.youtube.com/@ada_cx
- Facebook: https://www.facebook.com/getadasupport/

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Profile page: https://yespress.io/ada
Published by YesPress — https://yespress.io
Last updated: 2026-08-08