Ada - AI Agent
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Well designed chatbots for any business
What do you like best about the product?
Best-in-class chatbot that looks great and performs well. The builder platform has a drag-and-drop blocks design that makes building the chatbot a logical, intuitive, and efficient experience. Ada integrates well with Zendesk, so if you are using Zendesk, it is a perfect match.
What do you dislike about the product?
If you have multiple chatbots on contract with Ada. The chatbots don't connect or aggregate data in any way. this makes for a disjointed experience. In a world where every application has an open API, Ada charges a lot for access to their data API. Pre-built integration are also a little lacking.
What problems is the product solving and how is that benefiting you?
Ada contains and deflects a lot of customer inquiries that would normally go to our support team. It allows our customers to ask specific questions and get the answers they need quickly and efficiently.
Easy Building, Murky Data
What do you like best about the product?
I love how accessible Ada is: When I started managing our bot, Ada Academy made onboarding easy and comprehensive. In my day-to-day, Building Blocks make answer-building straightforward and even fun! I've also found our rep, Gina, to be very attentive.
What do you dislike about the product?
I rely heavily upon Ada's reports to identify training opportunities and report to higher-ups. When gathering data, I often see conflicting numbers, which makes it hard to measure the effectiveness of the bot. These cases have been escalated to your Developers in two separate tickets, but have not seen any follow-up.
We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support.
We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support.
What problems is the product solving and how is that benefiting you?
Ada addresses frequently asked questions and allows Betterment customers to self-service, thus deflecting ticket volume for our human support team. Because of Ada, we no longer have to hire & train new full-time agents. Instead, we are able to retain our team of ~35 by making their workload more manageable.
We are working to use live chat to increase revenue (live chat rollover support = customers move their money to Betterment in real-time). However, as mentioned earlier, this use case has not been fully launched due to ongoing Ada <> ZD integration issues.
We are working to use live chat to increase revenue (live chat rollover support = customers move their money to Betterment in real-time). However, as mentioned earlier, this use case has not been fully launched due to ongoing Ada <> ZD integration issues.
Easy to understand and work with!
What do you like best about the product?
- Easy to integrate with other systems
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate
What do you dislike about the product?
- I find that the reports/statistics are a bit tricky to understand, or fully accurate
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language
What problems is the product solving and how is that benefiting you?
- Customer service 24/7, we don't need extra employees working evenings since Ada can support them with most common questions (does not apply during peak season).
- Above also increases our customer experience
- Above also increases our customer experience
Working with an AI BOT
What do you like best about the product?
It can be super simple to get started with low code requirements, their nack for evolution
What do you dislike about the product?
Limitations with integration into systems
What problems is the product solving and how is that benefiting you?
Ada is providing our customers an additional channel for support and answers to their issues. The benefits are that there's 24/7 support for customers for whichever query they may have.
Easy Implementation and Maintenance & Excellent Client Service
What do you like best about the product?
The monthly communication and implementation team are best in class. Setting up our bot was an incredibly enjoyable process with an excellent dedicated guide from ADA. Couldn't have asked for more in the implementation. The ongoing monthly support and availability for questions has been like no other vendor experience.
What do you dislike about the product?
We've yet to experience a downside, even things we are hoping for improvement on are accounted for and circled back with a product roadmap or other update
What problems is the product solving and how is that benefiting you?
Helping with first line responses leveraging FAQs where people are otherwise not willing to read through the full FAQ. Also providing intake points for specific data so when the inquiry gets to a rep we are starting with full information.
I recommend ADA here's why
What do you like best about the product?
How customizable flows and answers are. The ability to use API customizations and integrations to gain insights and capabilities with your sites and internal data.
What do you dislike about the product?
Too little data can be pulled by some API calls or Integrations. For example, Zendesk Dashboard. ADA can't see the status of chatters or how many chats they currently have, making assigning conversations to multiple groups difficult.
What problems is the product solving and how is that benefiting you?
Creating self-serve opportunities is of great importance to our business. It reduces agent engagement, and attempted troubleshooting with the bot reduces interaction time when it does reach a live agent.
Working with Ada has been great!
What do you like best about the product?
Their team is helpful when collaborating and trying to develop creative solutions. As the primary builder at Smith, I find it easy to work with the program and use new features.
What do you dislike about the product?
Not a whole lot. They work on updating any issues pretty quickly and are always receptive to feedback I share in our calls. I appreciate all the features, and any that aren't so useful to us are easy enough to turn off.
What problems is the product solving and how is that benefiting you?
Site navigation, self-service, inquiry tracking, and knowledge based responses that would typically need to come from our team can be handled in an expedited fashion 24/7.
The best!
What do you like best about the product?
Ada is extremely user-friendly and their team is always helpful. They're also really great about innovating on their core product and listening to client feedback to produce new features.
What do you dislike about the product?
There isn't much I dislike - I look forward to more integrations and more features.
What problems is the product solving and how is that benefiting you?
Ada helps us solve common customer issues quickly and at high volume, deflecting easy solves from landing on our support team's lap. We've been able to engage with more customers.
Great tool for codeless chat implementation
What do you like best about the product?
Gives you a lot of flexibility as answers can be built and changed fast
you can automate customer interactions easily and improve based on the data you get back
team is super helpful
the NLP works great
you can automate customer interactions easily and improve based on the data you get back
team is super helpful
the NLP works great
What do you dislike about the product?
the building experience can be improved - some of the UX is not very intuitive
we need more components in Ada to be able to build different experiences, like a searchable list block for example
more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into
we need more components in Ada to be able to build different experiences, like a searchable list block for example
more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into
What problems is the product solving and how is that benefiting you?
Users can self-serve and find the answers about our products. Furthermore they can do actions thourgh the chatbot, which are integrated with our backend systems.
Great if you use Zendesk or Salesforce, otherwise look elsewhere
What do you like best about the product?
Ada's onboarding team and customer success team are great. They will help you build your dream environment to the best of their ability.
What do you dislike about the product?
After building out our instance we found out that Ada does not support all of the feature sets that it advertised just because we do not not use Salesforce or Zendesk. Even our implementation team was surprised by this. Something as simple as passing over an image in chat is not supported because we use Kustomer.
What problems is the product solving and how is that benefiting you?
We were trying to reduce agent touch points and reduced handle time, but due to Ada not supporting images, the created the opposite effect.
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