Ada Support

Ada Support Inc. (ada.cx) is a Toronto-based company that builds AI agents for enterprise customer service. Its software provides automated responses to inbound customer support requests and handles a range of interactions including basic enquiries, troubleshooting, transactions and user onboarding, with unresolved or high-touch matters routed to human representatives. The company positions its product as an 'ACX' (automated/agentic customer experience) platform rather than a conventional chatbot.

The current platform is described as omnichannel and multilingual, supporting chat, email, voice and messaging channels, with tooling to test, analyze and optimize AI agent performance, open APIs and SDKs for integration into enterprise workflows, and orchestration across multiple large language models. Ada markets industry-specific configurations for financial services, gaming, retail and ecommerce, technology, and travel. Trust and compliance claims on the company site include HIPAA, SOC 2, GDPR, PCI DSS and AIUC-1 compliance, zero data retention arrangements with LLM providers, independent annual penetration testing covering LLMs, and disaster recovery/business continuity planning.

Ada's published subprocessor list (updated July 2026) indicates a stack built on AWS and Microsoft Azure hosting, with model providers including Anthropic, OpenAI, Azure OpenAI, Cohere, Groq and Baseten; Deepgram, ElevenLabs, Google Cloud and Azure for speech recognition and text-to-speech on the voice channel; Twilio for telephony, SMS, WhatsApp and Facebook Messenger; and MongoDB Atlas, Elastic, ClickHouse, TurboPuffer, Datadog, Sentry and LangChain for data, search and observability. Data residency options include USA, Canada and Europe.

Founding story

Mike Murchison and David Hariri, friends who founded the company in 2014 as Volley Industries, initially built a social network/app for sourcing help from other founders, designers and product professionals. Version One Ventures led the pre-seed after finding the company through a Mattermark search for Toronto startups with no known funding. As Volley grew it was overwhelmed by customer inquiries, and conversations with other digital companies showed the problem was widespread, so the founders wound Volley down in early 2016 and pivoted to automated customer service. They spent roughly a year learning the domain by working as remote customer service representatives for seven online companies, concluding that many inquiries were repetitive and that existing agent software was hard to use.

Business model

Ada sells enterprise software (its ACX platform) to businesses that operate customer service organizations, deploying AI agents that resolve inbound customer inquiries across channels. The platform is designed to be configured by non-technical support staff, with no-code creation and editing of automated answers, and integrates into existing enterprise tech stacks via open APIs and SDKs. Reporting from 2021 described average contract values in the six figures, doubling every year since 2018, indicating an enterprise contract-based commercial model. Ada has also published guidance framing 'automated resolution' as both a success metric and a pricing construct for AI-first customer service.

Software revenue from enterprise contracts. The Globe and Mail reported in May 2021 that revenue had more than doubled over the prior year to an annualized rate of US$30 million and that average contract value had doubled every year since 2018 to a six-figure level. Ada's own guidance discusses automated resolution as a pricing mechanism used in the AI customer service category.

Traction

Ada reported automating more than 1.5 billion customer interactions for hundreds of brands in 2020, and by May 2021 said it automated more than 75 percent of client customer conversations (up from 25 percent two years earlier), with claims of reducing wait times by up to 98 percent. In 2017 the platform answered about 40 customer questions per minute with volume growing about 30 percent month over month. Headcount was 150 before the pandemic, 250 as of May 2021 after adding 80 people in Q1 2021, with plans to double by year-end and exceed 500 people. Company-stated figures in 2026 include over 4.1 billion cumulative engaged conversations, 350+ global business customers, 85+ countries, an 84 percent automated resolution rate, a 162 percent increase in CSAT and 357 percent ROI.

Latest developments

Materials dated 2026 on Ada's own properties describe an agentic ACX platform spanning chat, email, voice and messaging, a global research report on 'Agentic CX in 2026,' guidance on modernizing legacy IVR with AI voice agents, and a live counter of over 4.1 billion cumulative engaged customer conversations across 350+ global businesses. A subprocessor page last updated July 9, 2026 shows an expanded AI vendor set (Anthropic, OpenAI, Cohere, Groq, Baseten, Deepgram, ElevenLabs, Firecrawl, TurboPuffer) and notes that, beginning April 25, 2025, new AI Agents may be deployed on AWS and/or Microsoft Azure.