Dialpad and Ada have announced an agreement to combine their businesses and develop an integrated platform for customer communications, AI agents, and enterprise workflows. The transaction brings together Dialpad’s voice communications technology and Ada’s autonomous customer service capabilities, creating an organization serving more than 50,000 companies.
Dialpad Co-Founder and CEO Craig Walker will lead the combined company as CEO.
Ada CEO Mike Murchison will become Chief AI Officer, while Mike Gozzo will report to him as Senior Vice President of AI Product and Engineering.
The companies intend to develop what they describe as an agentic operating system for customer work.
The platform will connect AI agents, employees, customer information, and business applications to coordinate complex service interactions.
Dialpad brings its global communications network, enterprise voice capabilities, contact center technology, and proprietary speech and language models.
Since introducing real-time AI capabilities in 2018, Dialpad has analyzed more than 14 billion minutes of business conversations.
This experience provides a foundation for understanding customer interactions and identifying opportunities to automate related business activities.
Ada contributes technology for deploying autonomous customer service agents across voice, messaging, email, and social channels.
The company has deployed more than 500 AI agents in production environments supporting over 130 languages.
Its technology is designed to help businesses automate customer interactions and execute workflows involving multiple steps.
By integrating their respective platforms, Dialpad and Ada intend to move beyond AI applications that primarily answer questions or route customers to support representatives.
The combined platform will allow AI agents to access relevant business systems, carry out supported actions, and involve employees when human judgment or authorization is required.
The companies envision interactions in which AI agents and human representatives share context and coordinate work without requiring customers to repeat information.
This model is intended to improve customer experiences while reducing administrative complexity.
The combined platform will also use information gathered through customer interactions to support improvements in service delivery.
Over time, the companies plan to extend the technology beyond customer support into sales and other business activities involving customer relationships.
Dialpad and Ada currently serve enterprise customers including Randstad, Motorola Solutions, Netflix, Square, Pinterest, Sky, Canva, and Monday.com.
Their investors include Andreessen Horowitz, GV, ICONIQ Capital, T-Mobile, and Bessemer Venture Partners.
Existing customers will retain their current contracts, pricing, account teams, support channels, and configured integrations during the initial transition.
The companies expect to provide additional product roadmap information following the combination.
Gunderson Dettmer and Stikeman Elliott are advising Dialpad on legal matters.
Axom Partners is serving as financial advisor to Ada, while Osler, Hoskin & Harcourt is providing legal counsel.
The transaction reflects the increasing adoption of AI agents capable of completing business processes rather than simply responding to inquiries.
By bringing communications and AI execution together, Dialpad and Ada aim to provide a more comprehensive platform for managing customer relationships.
KEY QUOTES:
“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. 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.”
Craig Walker, Co-Founder And CEO Of Dialpad
“Customer relationships is where AI can create the most value for businesses. Ada’s AI agents don’t just answer questions— they automate and resolve complex customer work. Bringing this together with Dialpad’s communication platform will change how enterprises service their customers.”
Brian Feinstein, Partner At Bessemer Venture Partners
“We’re bringing our companies together to change what customers can expect from a business. 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.”
Mike Murchison, CEO Of Ada
“Dialpad was building real-time AI years before it was the story. With Ada, they will have the most complete platform for AI agents that resolve the customer’s problem instead of routing it. That’s the reinvention of business communications we invested in.”
Marc Andreessen, Co-Founder And General Partner At Andreessen Horowitz
