Deploying AI systems that enterprise clients trust, with ada.cx Chief Product and Technology Officer

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Future Proof: Building AI Products that Last

Paragon

9 episodes

1 week ago

Future Proof brings top Product and Engineering leaders in B2B SaaS, working on AI products, to share learnings, discuss challenges and the latest developments in the future of B2B software. Producer: Forrest Herlick Host: Ethan Lee

Technology

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Deploying AI systems that enterprise clients trust, with ada.cx Chief Product and Technology Officer

Future Proof: Building AI Products that Last

31 minutes 29 seconds

2 weeks ago

Deploying AI systems that enterprise clients trust, with ada.cx Chief Product and Technology Officer

In the latest episode of Future Proof, building AI products that last, Mike Gozzo, Chief Product and Technology Officer at Ada, shares how Ada is helping enterprises move from scripted chatbots to reasoning-driven AI agents, why trust and human empathy remain the foundation of customer experience, and how metrics like “automated resolution” are redefining success in enterprise AI deployments.

Highlights:

0:00 Clips

0:36 Intro

1:54 Future of customer experience

5:00 Building trust

8:00 Getting executive buy-in

10:00 What true resolution looks like

13:00 How Ada measures success with “automated resolution”

16:00 Mirroring human QA processes

18:00 Why domain expertise is the new superpower for AI founders

19:30 Grounding responses with retrieval, context, and memory

22:00 Balancing latency, reasoning, and customer experience

24:00 Deploying agents safely and effectively

26:00 Voice automation and ROI across industries

29:00 Surpassing human agents and the future of AI-driven CX

Ship integrations 7x faster: https://www.useparagon.com/

Host: Ethan Lee

Guest: Mike Gozzo

Produced by: Forrest Herlick