Dialpad recently announced that the company will join forces with Ada, an agentic customer experience provider.
The combined organization will build an 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.
“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.”
“We’re bringing our companies together to change what customers can expect from a business,” added 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.”
Walker will lead the combined company as CEO, while Murchison will serve as chief AI officer, with Mike Gozzo reporting to him as senior vice president of AI product and engineering.
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.
The transaction is expected to close on or about November 12, 2026.
