Ada - AI Agent
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169 reviews
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We are absolutely head over heels for ADA (the tool and support that comes with it)
What do you like best about the product?
Fairly easy UI when it comes to creating answers, training answers, report finding, etc. We also love our success manager who has our best in mind and it is very obvious that he spends his time reviewing our product, our workflows, upcoming releases, etc. to help us best prepare ADA for member volume.
What do you dislike about the product?
Some downside are the lack of customization of reports on our end. There are plenty of pre-generated reports within ADA but our asks are quite specific and so the lack of customization there leads us to try to piece together a manual report vs. an automatically generated one.
What problems is the product solving and how is that benefiting you?
Our day-to-day volume is quite high and ADA is catching all the simpler, one-touch interactions (up to 69% of them are contained). That allows our agents to focus on the tougher cases that require escalation and a deeper investigation.
Review
What do you like best about the product?
It is customizable and it is user-friendly.No-Code / Low-Code Design
You don’t need to be a developer to build or update chatflows.
Teams can easily set up responses, decision trees, and logic through a visual interface.
Powerful Integrations
Works well with systems like Zendesk, Salesforce, Shopify, and internal CRMs.
Lets customers get account info or submit tickets without switching platforms.
Omnichannel Capability
Ada can run on web, mobile apps, social media (Messenger, WhatsApp), or SMS — with a consistent user experience across all.
AI + Natural Language Understanding (NLU)
Can understand how users phrase questions differently (e.g., “block my account” vs. “deactivate my wallet”).
Learns over time from interactions, improving accuracy.
Scalable for High Volume
Can handle millions of interactions simultaneously, useful for companies like GCash with huge user bases.
Customizable User Journeys
Businesses can tailor flows — like ID verification, balance check, or ticket creation — to match their exact process and tone.
Real-Time Handoff to Human Agents
Smoothly transfers complex issues to a live agent in Zendesk or another CRM without losing chat history.
Analytics & Reporting
Offers dashboards showing metrics like resolution rate, deflection rate, and common queries — helping improve automation coverage.
Security & Compliance
Enterprise-grade encryption and data privacy features suitable for fintech and banking environments.
Multilingual & Localization Support
Can understand and reply in multiple languages, including Taglish, which is particularly useful for Philippine customers.
You don’t need to be a developer to build or update chatflows.
Teams can easily set up responses, decision trees, and logic through a visual interface.
Powerful Integrations
Works well with systems like Zendesk, Salesforce, Shopify, and internal CRMs.
Lets customers get account info or submit tickets without switching platforms.
Omnichannel Capability
Ada can run on web, mobile apps, social media (Messenger, WhatsApp), or SMS — with a consistent user experience across all.
AI + Natural Language Understanding (NLU)
Can understand how users phrase questions differently (e.g., “block my account” vs. “deactivate my wallet”).
Learns over time from interactions, improving accuracy.
Scalable for High Volume
Can handle millions of interactions simultaneously, useful for companies like GCash with huge user bases.
Customizable User Journeys
Businesses can tailor flows — like ID verification, balance check, or ticket creation — to match their exact process and tone.
Real-Time Handoff to Human Agents
Smoothly transfers complex issues to a live agent in Zendesk or another CRM without losing chat history.
Analytics & Reporting
Offers dashboards showing metrics like resolution rate, deflection rate, and common queries — helping improve automation coverage.
Security & Compliance
Enterprise-grade encryption and data privacy features suitable for fintech and banking environments.
Multilingual & Localization Support
Can understand and reply in multiple languages, including Taglish, which is particularly useful for Philippine customers.
What do you dislike about the product?
1. Limited “True AI” Capabilities
Ada uses pattern-based understanding (NLU) rather than full generative AI.
It recognizes intent and keywords well, but it can’t fully “converse” freely like ChatGPT.
Complex or unexpected phrasing may still confuse it unless trained specifically.
2. Requires Strong Maintenance
To keep accuracy high, Ada needs continuous training and content updates.
If intents, flows, or keywords aren’t regularly reviewed, the bot can misroute or give outdated answers.
3. Dependent on Scripted Flows
Most of Ada’s responses are predefined, so it can’t reason dynamically.
It follows decision trees — if a user goes off-script, Ada may fail to recover or get “stuck.”
4. Limited Context Memory
Ada can recall the current conversation but doesn’t retain long-term user context (e.g., what the user said in past chats).
This limits personalization unless connected to a CRM or database.
5. Integration Complexity
While it integrates with Zendesk, Salesforce, etc., setup can be complex and time-consuming.
Errors in API configuration can cause ticket syncing or data handoff issues.
6. Analytics Depth
The built-in analytics dashboard gives general data (volume, resolution, escalation),
but advanced insights (like user sentiment or root cause analysis) require third-party tools or exports.
Ada uses pattern-based understanding (NLU) rather than full generative AI.
It recognizes intent and keywords well, but it can’t fully “converse” freely like ChatGPT.
Complex or unexpected phrasing may still confuse it unless trained specifically.
2. Requires Strong Maintenance
To keep accuracy high, Ada needs continuous training and content updates.
If intents, flows, or keywords aren’t regularly reviewed, the bot can misroute or give outdated answers.
3. Dependent on Scripted Flows
Most of Ada’s responses are predefined, so it can’t reason dynamically.
It follows decision trees — if a user goes off-script, Ada may fail to recover or get “stuck.”
4. Limited Context Memory
Ada can recall the current conversation but doesn’t retain long-term user context (e.g., what the user said in past chats).
This limits personalization unless connected to a CRM or database.
5. Integration Complexity
While it integrates with Zendesk, Salesforce, etc., setup can be complex and time-consuming.
Errors in API configuration can cause ticket syncing or data handoff issues.
6. Analytics Depth
The built-in analytics dashboard gives general data (volume, resolution, escalation),
but advanced insights (like user sentiment or root cause analysis) require third-party tools or exports.
What problems is the product solving and how is that benefiting you?
Self Service support deflecting ticket inflow
Simply incredible!
What do you like best about the product?
Easy to use and so much opportunity to learn!
What do you dislike about the product?
Nothing! Incredibly user friendly and easy to use without needing much technical knowledge
What problems is the product solving and how is that benefiting you?
Customer self-service!
Great product
What do you like best about the product?
The ADA software is easy to use and they have a great team supporting you when you are first starting out
What do you dislike about the product?
If they included video tutorials on how to create certain flows it would help a lot!
What problems is the product solving and how is that benefiting you?
It is containing a lot of our live chat volume!
Recommendations to others considering the product:
Great service, allows you to make full use of your employees with the added support of the bot
Easy drag and drop Chat bot setup
What do you like best about the product?
Non-technical bot setup, you can just use the existing function with just drag and drop to set up basic chatbot conversation.
What do you dislike about the product?
Hard to point out any feature that I don't particularly appreciate since the platform provided is easy to use. Even a non-technical person can quickly learn and manage the bot.
What problems is the product solving and how is that benefiting you?
We deliver automation process with ADA, and it helps in reducing the manual work for our agent.
Helpful platform
What do you like best about the product?
Ada helps contain a large quantity of our customer support teams tickets.
What do you dislike about the product?
I cannot think of anything that I dislike
What problems is the product solving and how is that benefiting you?
Our team is saving time on questions that the bot can easily address
Intuitive Design & Immediate Results
What do you like best about the product?
The backend is straightforward for bot managers and doesn't require any prior coding experience. The ADA customer support team has always been there when we have questions and will usually get our problems solved within one to two business days!
What do you dislike about the product?
I have no dislikes about the current state of ADA. There are minor bugs here and there that the team is aware of, but a hotfix is usually right around the corner!
What problems is the product solving and how is that benefiting you?
ADA is helping us solve a couple of problems, but the biggest one is that we now have the capacity for guided shopping! With proactive campaigns & our navigational flows, we can help guide shoppers to the collections or products they need and have received positive feedback about the experience.
Game changer
What do you like best about the product?
The fact that its really simple to get familiar with the plateform and set up
What do you dislike about the product?
Two major features are missing: Each language to get their own keywords and on mobile SDK trigger specific answer depending of the screen your at
What problems is the product solving and how is that benefiting you?
Be able to assist 24/7, most increase the user satisfaction, improve our product thanks to the reporting
Recommendations to others considering the product:
If you want to take your support team to the next level, don't wait! The possibilities of configurations once the APIs are connected is endless
One of the best chat bot I've used.
What do you like best about the product?
The documentation and support is pretty good for ADA. We faced a DOM-related issue, and the support team readily hopped on a call with me and helped me with the issue.
What do you dislike about the product?
There are few bugs that aren't resolved yet(nothing major).
What problems is the product solving and how is that benefiting you?
At any given point of time, whether the user is logged in or not, it guides the user to get the correct information or channel them to customer care.
Convenient and intuitive chatbot solution
What do you like best about the product?
Creating new answer titles, adding training questions and settings are pretty intuitive and convenient
What do you dislike about the product?
It is not as customizable/ flexible compared to other solutions
What problems is the product solving and how is that benefiting you?
Reduce the need for live agents
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