Ada joins Dialpad, putting its AI service agents on a phone network

Ada joins Dialpad, putting its AI service agents on a phone network

4 November 2026: Ada, the Toronto company whose AI agents handle customer service conversations, is joining Dialpad, the cloud communications and contact-centre vendor. Dialpad founder and chief executive Craig Walker announced the combination on 4 November, saying the two are "building the operating system for customer work, so people and AI can work as one team around each customer."

Not yet independently verified. The close date, the all-share structure and the leadership roles come from BetaKit, and the reported value of about CAD 600 million from The Globe and Mail via BetaKit; neither company has stated terms. Ada's own announcement did not load for us. We will update this when it can be confirmed, and remove this note.

For customers of either company nothing changes yet. Walker's post says their "contracts, pricing, account team, support channels, and existing integrations remain unchanged", that Ada-powered AI agents are available to Dialpad customers now through their account teams, and that integration details will follow "over the coming months".

The terms BetaKit reports

Neither company has published a price. BetaKit, which says Ada confirmed the merger on 4 November, reports that the deal is expected to close on or around 12 November, that Walker will lead the combined company, and that Ada co-founder and chief executive Mike Murchison becomes chief AI officer. It cites The Globe and Mail as first reporting an all-share transaction valuing Ada at about CAD 600 million. BetaKit sets that against the US$1.2 billion valuation of Ada's Series C round in 2021, a fall the companies have not commented on.

Ada was founded in 2016 by Murchison and David Hariri. Dialpad was founded in 2011 and sells calling, contact-centre and sales engagement software built on its own speech and language models.

Why a voice network wanted an agent builder

Walker's post describes the fit in plain terms. Dialpad's network carries customers' conversations and its models transcribe and interpret them; Ada has built agents that "can take on complex customer service work and see it through". The combined product is meant to bring in a colleague who can approve an exception without making the customer start over, and to keep the work moving after a call ends.

That leaves practical questions for Ada customers who use a different telephony or contact-centre provider, since the post speaks only to Dialpad's own customer base. Ada's integrations with other platforms are not mentioned, and that is the point to raise with an account team before the close.

Rivals in our catalogue

Dialpad already has a profile in our catalogue. Our contact center software category lists 16 products and customer service software five more, the field both companies will now sell into as one.

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Sources

• Dialpad: Why we're joining forces with Ada (Craig Walker, founder and CEO), 4 November 2026
• BetaKit: Ada to merge with Dialpad in deal reportedly valuing firm at $600 million, 4 November 2026