About
Mike Murchison is CEO of Ada, the world’s leading customer service AI platform. A serial entrepreneur focused on using AI to transform the conversation between businesses and their customers, he champions the Canadian innovation ecosystem at home and abroad.
Before starting Ada, Mike founded several other tech companies, including a social search community and a consulting firm for Fortune 500 clients. He also worked as a customer service agent, which led him to understand firsthand how AI could make life better for customers and support teams. Founded in 2016, Ada automates billions of customer interactions for brands like Meta, Verizon, and Square. Mike envisions a world where every company is AI-first, harnessing the technology to create incredible customer service experiences.
A Forbes 30 Under 30 winner, Mike has also been recognized by EY’s Entrepreneur of the Year program and Goldman Sachs’ Builders and Innovators Summit. When he’s not imagining the future of customer support, you can find him reading, cooking, or training for an ultra-marathon.
Articles by Mike
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Understanding the Business Implications of ChatGPT and Large Language Models (LLMs)
Understanding the Business Implications of ChatGPT and Large Language Models (LLMs)
By Mike Murchison
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3 ways AI will change how we interact with businesses
3 ways AI will change how we interact with businesses
By Mike Murchison
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Customers need better options, not more choices
Customers need better options, not more choices
By Mike Murchison
Contributions
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You're enhancing AI in customer service. How do you keep the customer experience personal?
When it comes to customer contact, using AI agents allows even a large business to behave like a small one. That’s because it dramatically reduces the cost of conversations with customers, allowing companies to have them at scale. Companies leveraging AI the right way are redirecting their human resources to tackle more complex customer inquiries and build deeper relationships.
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Here's how you can promote collaboration in customer service.
AI is already transforming customer service, and some clients of Ada's are stating that one AI Agent is the equivalent of 10 full-time people for resolving customers' issues. These agents also capture and parse more customer data than ever, that can be shared between your customer service team (as well as other departments). Finally, AI holds the promise of connecting the dots. Customer service today can feel like a disjointed series of interactions. Still, AI builds a detailed picture of customer history, enabling a company to get to know the person behind the issue.
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Here's how you can exceed customer expectations using innovation in customer service.
We've all dealt with simple chatbots online, but generative AI is enabling a new class of sophisticated agents capable of talking with customers on the phone, solving complex inquiries, acting to resolve problems and learning new skills. AI agents like these will soon be fixtures in almost every business department. In fact, a 2022 IBM report found that 35% of companies were using AI and more than 40% said they were exploring it. Used right, AI is putting the customer in the driver’s seat in a way consumers and businesses have been desperately seeking since the dawn of the helpline.
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Here's how you can achieve cost savings for companies through innovation in customer service.
As the founder of a company that specializes in AI customer service, I've seen businesses automate up to 77% of customer service interactions, reducing the reliance on human agents, resulting in substantial cost savings. Not only that, these agents work with company systems, allowing them to handle tasks like tracking orders and issuing refunds. The most capable ones even have the same authority as a manager, removing the need to pass a customer between people to resolve an issue. One study showed that businesses using generative AI in contact centers tripled customer satisfaction versus peers that didn't.
Activity
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We recently had Shari Levitin (Top 10 voice in Sales & Top 50 keynote speaker) join us on our Fast Forward series, and she dropped some incredible…
We recently had Shari Levitin (Top 10 voice in Sales & Top 50 keynote speaker) join us on our Fast Forward series, and she dropped some incredible…
Liked by Mike Murchison
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Came across this old ad we ran for Ada from a few years ago. It's amazing how the more things change — and the industry *has* changed drastically in…
Came across this old ad we ran for Ada from a few years ago. It's amazing how the more things change — and the industry *has* changed drastically in…
Shared by Mike Murchison
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I saw this great chart posted by Aaron Levie, CEO of Box. It showcases how bank teller employment continued to rise along with the increased adoption…
I saw this great chart posted by Aaron Levie, CEO of Box. It showcases how bank teller employment continued to rise along with the increased adoption…
Shared by Mike Murchison
Experience
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Education
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- Present
Activities and Societies: Co-Founder of The Nucleus startup incubator
For 8 months, I studied and worked at University of Otago in Dunedin, New Zealand.
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Brooklyn, NY
Honors & Awards
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Forbes Top 30 Under 30
Forbes
https://www.forbes.com/30-under-30/2019/enterprise-technology/#77997bd81e1d
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Next 36 Alumni Award
Next Canada
Languages
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French
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Recommendations received
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LinkedIn User
4 people have recommended Mike
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