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

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Host: Ethan Lee

Guest: Mike Gozzo

Produced by: Forrest Herlick