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

Dialpad, the AI platform for customer experience, and Ada, the pioneer in Agentic Customer Experience, 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.

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“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:

• Make every customer feel like their most important customer. Give people and AI the context to remember what matters, anticipate relevant needs, and deliver personal attention across the relationship.
• Work as one team. Bring the right people, AI agents, and systems together as needs change, with shared context and clear responsibility for seeing the work through.
• Turn every customer experience into a competitive advantage. Use what each interaction reveals to improve how the business works and give customers more reasons to stay and come back.

“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.

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