Mike Murchison
@mimurchison
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CEO of Ada, the AI native customer service platform. I usually post about applied AI and reflections on leadership. Made in Canada 🇨🇦
New Toronto
Joined March 2009
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Today is a major milestone for Ada as we announce our 130M Series C and welcome
@YasminRazavi
to our board 🎉
I'm so proud of our team, grateful to our clients, and now can't build for the long term. So much more to come.
🇨🇦
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I’ve been in the trenches of the Canadian tech ecosystem for the last 7 years.
Our ecosystem, like all ecosystems, is a flywheel and it’s working.
This post is a bad take. Here’s why (1/7):
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Amid these uncertain times, I'm excited to announce Ada's Series B
We're so proud to be building the future of customer experience from Canada 🇨🇦
Welcome
@BenFletch11
and
@Accel
to the team!
And please know, we're hiring!
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Very proud of our team today as we announce our new financing lead by
@FirstMarkCap
- welcome to the team
@mattturck
!
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As someone who grew up both in the US and Canada, I’ve always felt that the uniquely Canadian way to incentivize entrepreneurship is to reduce builders’ downside risk by catching us when we fall.
Starting a company is easier when you know your basic healthcare, shelter and
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It’s not about a tax on capital gains.
This is a tax on Canadian ambition.
At a time when we need it most.
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On this Canada Day I’m very grateful for our healthcare system. Recent covid test felt like a VIP customer experience: speedy line, friendly staff, goodie bag with plush mask, 24hr online results, all free 🇨🇦
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Proud to be listed in
@ForbesUnder30
today. While it’s Ada’s founders that this is recognizing, it’s our entire
@AdaSupport
team that is deserving of the praise. I’m so excited for what lies ahead for us 😊
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Meet Joanna. She is our full time mental health counsellor available to every Ada employee. Less than 6 months in, more than 100 members of our team have booked sessions with her.
Here she is at today's team-wide sync speaking about how we approach wellness at Ada
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Excited to be moving into the new Ada office this morning at 96 Spadina
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Ada arranged mobile flu shots today for all Toronto team members and their families outside their homes. Fingers crossed 🤞 we’ll be able to do the same with a covid vaccine soon.
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Excited to announce our partnership with Air Asia and their 80 million yearly travellers. In under a month, we've been able to reduce their wait times by 98%... more to come ✈️
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I just shared learnings on stage at
@CollisionHQ
about the new (non-technical) roles being created in the enterprise to apply AI to customer service. Thanks for having me and for bringing to many people together!
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One of our clients, based in the US, used this as their slide when presenting their automation results company wide this week. Future Ada marketing campaign?
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Restaurant where expectation is that you put your phone away in an elegant compartment. I love spaces designed to encourage human connection where tech might otherwise interfere.
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7. There are many more multibillion dollar+ Canadian companies around the corner. Let's all do our part to help the flywheel spin.
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This week I made the decision to let go of 23% of Ada’s team.
This decision was not easy to make. Usage of Ada’s automation has never been higher, but at the same time, the recession is impacting our confidence in realizing the ambitious 2020 growth we forecasted.
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6. Please stop comparing our ecosystem’s culture to the US; it’s a local optimum. I for one believe we have the opportunity to do better. Our diversity, immigration policy, AI-ecosystem, and humility make me very bullish.
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We were meant to present the Ada & Mailchimp🐵story on stage at Relate 2020 in Miami today.
Covid got it cancelled.
Instead we just did it virtually, and it went great! Shout out to
@zoom_us
for powering Miami beach backdrops 😎🌴
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Excited that we’re opening the new Ada HQ this Wednesday in Toronto.
We’re coupling our opening with Stradaganza, our company-wide offsite. Our whole team is coming together for 3 days in our new space all together… can’t wait! 😊
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Let’s make Canada the Bauhaus of Software
Tonight,
@mimurchison
asked
@tobi
what Canada’s competitive advantage could be. Tobi’s answer was “craft”. This made my heart sing. I think he’s right and we should hold each other to a higher bar by buying each others things and giving each other the hard, but necessary
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I ran the DeadHorse Ultra (50K) in Utah on Saturday - felt like running on mars at times! 👾
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5. Our ecosystem has transformed in the last 5 years. Our entrepreneurs think globally now, and the best-performing VCs in the world have taken note. I’ve made 20 angel investments in the last year — every one of them involved a value-add VC and all deals moved quickly.
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Wow - 6 new people starting at Ada in one day. That’s a first for us.
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We placed an ad for Ada engineering careers in the "Barista Express VR" game.
(Currently seeing a 12%+ click through rate 🚀)
Made possible by the new Toronto-based
@wonderleaphq
Play Barista Express VR here using your own headset here 👇🏼
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1. It’s unfair to compare us to the BayArea flywheel, which is spinning quickly, because people starting spinning it 60+ years ago.
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Ada is hiring Enterprise Account Managers, Product Managers, Engineers, and lots more. My dms are open if you'd like to learn more about any of our roles.
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We just launched our new website to better reflect the progress Ada has been making 🎉
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2. Yes there are unhelpful angels, but the number of great ones is growing quickly. Give it time. Our flywheel has only entered its 3rd rotation.
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3. SRED is free money. It’s a good thing. The distractions you claim it introduces pale in comparison to the plethora of distractions the lie on every startup journey. As a founder like being more capital efficient.
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Check out the first video of our new ad campaign. I think it's cheeky and our hope is that it helps showcase Ada's human side 😊
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A huge congrats to
@geoffreyhinton
for his recognition by the Nobel committee. Few people have had a bigger impact on Canadian AI.
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4. Government support is not perfect, but it is net helpful. Know that the ecosystem you’re comparing us to has received considerably more government investment than ours.
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Proud to be partnered with
@Zendesk
. Together we're creating the perfect marriage between powerful automation and and emphatic agents.
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Ada named a leader in chatbot software by G2 Crowd 🎉
This is particularly special for us because the recognition comes from independent customer reviews. Proud of our team!
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Incredible expansion story in Zoom’s S1 : over half of Zoom’s $100K+ accounts started with at least one single free user.
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We’ve seen a big uptick in the number of people applying to Ada’s open roles from the Bay Area. So excited about the future of our Toronto-KW ecosystem 📈
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When I meet a fellow builder I often feel an immediate bond.
I think this is because builders implicitly appreciate that ambition is not zero sum.
So we encourage each other. That’s energizing and good for the world.
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You’re likely leading if you notice others copying you. Enjoy the compliment, and get back to work.
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Today's team-wide sync featured Zoom backgrounds of favourite childhood cartoons. Mine? Reboot!
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I left twitter a few years ago… fun to be back around here!
Seems to be a very different place. So much building 💪
Who should I follow that’s working on hard problems?
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We brought together almost 100 executives this week to discuss how AI is transforming customer experience. Here’s the recap of our Toronto event. Next stop NYC.
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Liam helped launch Ada University during his work term with us and lead Python courses for our team. Thanks Liam and excited for what you do next 🙏
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Ada now powering *triple* the number of email customer service conversions we were a month ago
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Ada booth being swarmed. Lots of interest in the new Ada Zendesk Chat integration. Thanks for putting on such a great event
@Zendesk
🙌
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Ada's new ebook about the future of customer experience is coming along Loving Justin's (
@venerizm
) artwork 👏
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Seeing some pushback to
@harleyf
claim that Canadian founders are lacking ambition.
Here’s what this misses:
- Ambition is not binary, it’s dimensional. You can always be more ambitious.
- The more ambitious you are, often the less competition you face.
- In this way,
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"By automating 75% of our inbound inquiries in 2018, Ada has helped us provide an exceptional self-serve solution while allowing our agents to take on more complex customer issues" ⭐️⭐️⭐️⭐️⭐️
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Today we shared some of the exciting results our Ada+TELUS partnership has produced so far -- one Canadian AI success story of many that
@ElevateTechFest
has helped showcase to the world 🇨🇦 🌍
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We opened our doors last week as part of Startup Open House. Very grateful that more than 500 people came through to speak with our team and learn more about Ada.
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You can do a lot in 50 years.
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Agree that commercial success is the primary fuel source of startup ecosystem growth but let’s not underestimate community’s ability to increase our number of at bats.
Dan, it was a community event that you hosted at Rotman in ~2011 with
@ericries
that had a big impact on me
after 20+ years of startup debates - my simple view:
the
#1
thing that makes a productive startup ecosystem happen: success.
commercial success drives community success, not the other way around
meetups, gov't $, accelerators, regulation, real-estate, studios, taxes,
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It was the first Ada Run Club early this morning ❄️
If you'd like to join next week, send me a note -- all welcome
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Ada has added 12 people this year already - that’s a lot for us! Chelsea recapping the People team’s wins during our teamwide sync
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The Ada team visited the Art Gallery of Ontario this aft and designed cities of the future. Was a really fun team building exercise organized by our People team 😊
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WFH week ahead at Ada: Monday Blues on
#adagram
, Tuesday virtual museum tour, Wednesday team lunch on
@Tandem_HQ
, Thursday throwback memories, and Friday rest!
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Finally, we’re very fortunate to have the continued support of
@brianfeinstein
&
@benmath_
(
@BessemerVP
) and
@bwertz
&
@ATKingyens
(
@VersionOneVC
) 🙏 — I’m super excited for what we’re going to do together next year; onward!
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We just launched a new careers page and all of our teams are hiring 🎉
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Excited to be kicking off the quarter this morning with the Ada team
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Ada's agentic platform - which leverages and fine-tunes the most capable
@OpenAI
models, is autonomously resolving millions of customer service conversations for enterprises around the world right now in production.
This case study by OpenAI is a celebration of the impact we’ve
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👩🎓
Congratulations
@AdaSupport
your employees have now certified you as a Great Place to Work. Thanks to all the team members for making this happen.
Learn how can you get your workplace certified as a Great Place to Work, here:
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Rooting for CG and the
@amplelabs_co
team. Proud that Ada is playing a small role in supporting.
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As all of Ada works from home, we're receiving special deliveries from our People & Finance teams. Love our team ♥️
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I went to a fertility clinic with my partner last year and found the experience to be daunting, expensive and slow. I'm really proud to play a small role backing
@alyssaatkins
mission to change this for the better. Congrats Lilia 🥳
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Ada team potluck today at our new second office - so many amazing dishes from around the world 😋 🌍
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Learning about word embeddings tonight from Toronto Women’s Data Group
@TWdatagroup
, the first meetup hosted at the new Ada HQ
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Matching 5 interesting facts with 5 random team members. I love this new segment in our weekly team wide sync up.
It's a fun way for our rapidly growing team to learn something new about each other.
Here are a few from this week:
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“In one example, the Canadian startup Ada was able to handle 94 per cent of customer questions with AI, referring only six per cent to human operators.”
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We're now working with Betsson, one of the world's largest gaming groups and the ‘Customer Service Operator of the Year’ to offer 24/7 instant support in 8 languages to their 600K+ customers.
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It’s so exciting to see more and more companies build teams around Ada. If you’re interested in using AI to build incredible customer experiences apply to
@KiraTalent
‘s open role!
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The founder’s dialectic: aspiring to build something massive and obsessing over the smallest details.
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Fitting to get a
@SlackHQ
notification today on their IPO that reminds you how many companies “grow up” on Slack. Ada is one of them. 720 msgs/wk in 2017. 1,677 msgs/wk in 2018. Now 4,622 msgs/wk in 2019.
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Little known fact: we call Toronto the 6ix because every year six raccoons visit you to wish you good fortune for the year ahead. I just got my visit.
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Ada's got our biggest presence ever at Customer Contact Week in Vegas. If you're in town, come say hi 👋
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I'm so grateful to the Ada Owners we are saying goodbye to. They have had a huge impact on making Ada what it is today.
It’s important to me that we help them find new homes. If you know someone who is hiring, pls direct them to this LI post
♥️
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@DamiDina
@aidangomez
@internetvin
@cohere
Hey Dami we just opened our new office and happy to host you too
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When Ben Stiller becomes an evangelist of your app. Exciting momentum from
@ddebow
@fnthawar
and the entire Dialog team 🎉
My friend
@jaketapper
and I and about 400 really cool people experienced this on
@getdialog
this morning. We’re going to do it every week....
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Our marketing team is cooking up something special 🎥 Can’t wait to see how this turns out
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Went to an old gym tonight. Spotted these hilarious motivational posters. May have to get some of these for the Ada office to “strengthen our lives” 😂
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We’re excited to partner with FICANEX to improve the customer service of 175 financial institutions across Canada 🎉
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