Groowe Groowe BETA / Newsroom
⏱ News is delayed by 15 minutes. Sign in for real-time access. Sign in

Dialpad and Ada Combining to Build the Agentic Operating System for Customer Work

businesswire.com
MSFT Microsoft is mentioned as a customer of Dialpad and Ada, indicating its use of their services but not providing direct sentiment about Microsoft's performance or prospects. GOOG Alphabet (Google) is mentioned as a customer of Dialpad and Ada, indicating its use of their services but not providing direct sentiment about Alphabet's performance or prospects. PINS Pinterest is listed as a customer of Dialpad and Ada, indicating its use of their services but not providing direct sentiment about Pinterest's performance or prospects. CHTR Motorola Solutions is listed as a customer of Dialpad and Ada, indicating its use of their services but not providing direct sentiment about Motorola Solutions' performance or prospects. NFLX Netflix is listed as a customer of Dialpad and Ada, indicating its use of their services but not providing direct sentiment about Netflix's performance or prospects. NVDA NVIDIA is not explicitly mentioned in the article. While AI is a central theme, the article focuses on Dialpad and Ada's combination and their customers, not NVIDIA's direct involvement or sentiment.

Dialpad and Ada Combining to Build the Agentic Operating System for Customer Work SAN FRANCISCO--( BUSINESS WIRE)-- Dialpad, the AI platform for customer experience, and Ada, the pioneer in Agentic Customer Experience, today announced they are joining forces with a shared ambition: to help businesses organize their people, AI, and systems around each customer and win through the experiences they deliver. The combined company will build the agentic operating system for customer work, bringing people and AI together to anticipate needs, complete end-to-end customer experience workflows, and do more for every customer.

“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.” Marc Andreessen, Andreessen Horowitz

“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. “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.”

For decades, customers have worked around the way businesses are organized: repeating their story, finding the right department, and chasing commitments. Adding AI to individual tasks can make them faster while still leaving customers to connect the pieces. Dialpad and Ada are joining forces to make the entire business work as one team around each customer.

Connecting the conversation to the work

Dialpad’s expertise starts with the conversation. Its global voice network connects businesses with their customers, and its proprietary speech and language models help businesses understand what customers need, what has already happened, and what needs to happen next. Since introducing real-time AI in 2018, Dialpad has analyzed more than 14 billion minutes of business conversations.

Ada has deployed more than 500 AI agents in production across voice, messaging, email, and social channels in more than 130 languages.

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. The business coordinates the work so the customer doesn’t have to. Owning the global voice network and proprietary speech and language models will give the combined company greater control over core costs and performance, creating a foundation for businesses to do more for every customer while improving the economics of serving them.

“Customer relationships is where AI can create the most value for businesses,” said Brian Feinstein, Partner at Bessemer Venture Partners. “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.”

The combined platform will help businesses:

“We’re bringing our companies together to change what customers can expect from a business,” said Mike Murchison, CEO of Ada. “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.”

The future of work, built around the customer

Customer service is the starting point. Over time, the combined company plans to extend this approach into sales and more of the work that shapes customer relationships, connecting teams across the business to deliver more for every customer.

“Dialpad was building real-time AI years before it was the story,” said Marc Andreessen, Co-Founder and General Partner at Andreessen Horowitz. "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."

Current Dialpad and Ada customers will continue with their current contracts, pricing, account teams, and support channels, and existing integrations will continue operating as configured. The companies will share additional roadmap details in the coming months.

Craig Walker will lead the combined company as CEO. Mike Murchison will serve as Chief AI Officer, with Mike Gozzo reporting to him as Senior Vice President of AI Product & Engineering.

The transaction is expected to close on or about November 12, 2026. Financial terms were not disclosed.

Advisors

Gunderson Dettmer Stough Villeneuve Franklin & Hachigian, LLP is serving as legal counsel to Dialpad and Stikeman Elliott as Canadian counsel. Axom Partners is serving as financial advisor to Ada, and Osler, Hoskin & Harcourt LLP is serving as legal counsel to Ada.

For more information, visit https://www.dialpad.com/ambitious/.

Dialpad and Ada

Dialpad and Ada are building the operating system for customer work, bringing people and AI together as one team around each customer. The combined company brings together its own global communications network, proprietary speech and language models purpose-built for business conversations, native communications and contact center capabilities, and AI agents that can carry complex, multi-step work to completion. These capabilities connect customer understanding to action, helping businesses anticipate needs and follow through on commitments. The ambition is to make every interaction better than the last and turn exceptional customer experiences into loyalty, repeat business, and lasting competitive advantage. Together, Dialpad and Ada serve more than 50,000 companies, including Randstad, Motorola Solutions, Netflix, Square, Pinterest, Sky, Canva, and Monday.com, and are backed by Andreessen Horowitz, GV, ICONIQ Capital, T-Mobile, and Bessemer Venture Partners. Learn more at https://www.dialpad.com/ambitious/.