In the latest episode of “Inside the Workflow,” Zight’s Head of Product, Finn, sits down with Mike Gozzo, Chief Product Officer at Ada, to explore how conversational AI is transforming customer support. Mike brings a wealth of experience in product leadership, having built and scaled companies like Smooch and worked as SVP of Product at Zendesk. Here’s a recap of their conversation, highlighting key insights and quotes from Mike.
From Star Trek Fan to Conversational AI Innovator
Mike’s journey into the world of AI and customer support started with a childhood dream inspired by Star Trek. “I was a huge Star Trek fan, and I wanted to build a conversational computer. I thought that was the most amazing thing I had ever seen,” Mike shared. This passion led him to create Smooch, a messaging communication platform that competed with the likes of Twilio, and eventually landed him at Ada.
Ada, a Canadian company, develops autonomous agents for customer support automation. As Mike explains, “Our AI agents onboard, hire, manage, and promote just like human agents, reasoning through complex customer queries by leveraging your company’s knowledge base.” Ada’s team of 350 is spread across North America, Europe, and Israel, continuously pushing the boundaries of what AI can do in customer support.
The Evolution of Customer Support: From Containment to Resolution
When Mike joined Ada, he noticed a common industry metric called “containment rate,” which measures the percentage of customer queries handled without human intervention. However, Mike saw this as a flawed metric that didn’t accurately capture the true effectiveness of automated systems. “Containment rate is about cost savings, but it doesn’t necessarily reflect good customer support,” Mike observed.
By manually reviewing thousands of conversations, Ada discovered that only about 30% of interactions were truly resolved by AI, even though containment rates were much higher. This insight led Ada to shift its focus from containment to true resolution. “The minute we shifted our metric and our focus on being this high-quality bar for resolution, it became easier to prioritize our product strategy,” Mike noted.
The Future of AI in Customer Support: Towards 100% Automated Resolution
With advancements in large language models, Ada is now achieving automated resolution rates of over 60%, with some of the best-performing clients reaching up to 80%. Mike believes that we are on the cusp of seeing the first business with a 100% automated resolution rate within the next 12-14 months.
“The hard part is not going to be how smart these systems are; everyone will have access to high-quality intelligence. The challenge will be aligning and managing that intelligence to meet business needs,” Mike emphasized. He predicts that companies that succeed will be those that offer tools allowing businesses to control and verify their AI systems.
Empathy at the Core: The True Spirit of Customer Support Teams
Having worked closely with various support teams, Mike highlights an often-overlooked aspect: the deep empathy and dedication within these teams. “There’s a tremendous amount of empathy and a huge desire to drive great experiences for customers,” Mike said. Despite often being viewed as cost centers, support teams are filled with passionate individuals striving to improve customer experiences, even within the constraints of large-scale operations.
The Rise of the CPTO: Combining Product and Technology Leadership
Mike’s role as a Chief Product and Technology Officer (CPTO) reflects a growing trend of unifying product and engineering leadership. He believes this approach fosters a more cohesive strategy and accountability. “You get to have one unified vision and most importantly, one accountable person for the technical product offering,” Mike explained. This structure reduces internal friction and promotes faster execution, aligning technical improvements with market needs.
Looking Ahead: AI-Assisted Tools for Product Managers
Mike sees a future where product managers will increasingly think like engineers, leveraging AI tools to build and test ideas rapidly. He mentions using AI-assisted coding platforms like Cursor, which significantly boost his productivity when developing proof-of-concepts. “The rate that it accelerates you when you’re a product person messing around with code is actually pretty incredible,” Mike shared.
Scaling Leadership in a Remote World
With Ada operating as a fully remote company, Mike shared insights on how he manages his time and team. “We have a dedicated no-meeting day on Tuesdays, and that’s been a real boon,” Mike said. He also emphasizes the importance of transparency, regularly sharing his weekly priorities with his team to keep everyone aligned.
Mike’s approach to leadership highlights the importance of balance, transparency, and continuous adaptation in a rapidly evolving tech landscape. As AI continues to reshape customer support, leaders like Mike Gozzo are at the forefront, ensuring these technologies are not only smart but also empathetic and aligned with real-world needs.
Final Thoughts
Mike Gozzo’s journey underscores the transformative potential of AI in customer support and the critical role of aligning technology with human empathy. As Ada continues to innovate, the company is not just automating support but redefining what’s possible in customer experience.
For more on Ada and its autonomous agents, visit ada.cx. You can also connect with Mike on LinkedIn or Twitter for more insights into the future of AI and customer support.