Dialpad, the AI platform for customer experience, and Ada, the pioneer in Agentic Customer Experience, have announced they are joining forces with a shared ambition: to help businesses organise their people, AI, and systems around each customer and win through the experiences they deliver.
Craig Walker, Co-Founder and CEO of Dialpad, comments, “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.” He continues:
“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.”
Dialpad and Ada are joining forces to make businesses work as one team around each of their customers. Since introducing real-time AI in 2018, Dialpad claims to have analysed more than 14 billion minutes of business conversations. Ada claims to have deployed more than 500 AI agents in production across voice, messaging, email, and social channels in more than 130 languages.
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.
Mike Murchison, CEO of Ada, comments:
“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.”
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 12 November 2026. Financial terms were not disclosed.
