Forbes February 6, 2025
Mike Murchison is CEO of Ada, an AI-powered platform transforming how brands around the world interact with the people that love them.
When it comes to AI in customer service, we’ve reached the tipping point. An astounding 86% of customer service teams have already tested or implemented an AI system, according to my company’s research.
But there’s a catch: Most of those AI deployments are mere assistive technologies, not full AI agents. They don’t have what it takes to truly level up customer experience—and that distinction will become painfully obvious in the year ahead.
This might sound surprising coming from someone who founded an AI customer service platform. But I believe 2025 is not, in fact, the year when all...
Today's Sponsors
Today's Sponsor