Customer experience companies Dialpad and Ada are merging to make the entire business work as one team around each customer.
The combined company will bring communications, customer intelligence, and AI execution together in one platform. AI agents will act through connected business systems, bring in people with the judgment or authority to help, and keep working alongside them, even after the conversation ends. Owning the global voice network and speech and language models will give the combined company greater control over core costs and performance.
"Joining forces with Ada will bring us to a future where AI doesn't just answer customers, it will resolve even their most complex problems," said Craig Walker, co-founder and CEO of Dialpad who will lead the combined company. "Think about how your best employee handles a hard call. They don't drop you into a transfer queue. They bring in the right colleague, make the introduction, and stay on the line to help. That's how AI agents and people will work together: passing the conversation back and forth naturally so customers don't have to repeat themselves or start over, and every customer gets the kind of care once reserved for a company's best accounts."
"We're bringing our companies together to change what customers can expect from a business," said Mike Murchison, CEO of Ada who will serve as chief AI officer of the combined company. "That's the ambition: people and AI working together to do more than the customer thought to ask. We want to bring that level of care to billions of people and help the businesses delivering it win."