Ada - AI Agent
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I love working with Ada!
What do you like best about the product?
Ada's chatbot tools have been a huge help in deflecting customer service tickets, and helping to better provide our users with self-serve options without having to write in to support.
What do you dislike about the product?
We have not found anything missing from the currently available products, but we do very much look forward to the additional integrations planned for Twitter DMs.
What problems is the product solving and how is that benefiting you?
Ada has helped us to deflect unnecessary customer service tickets when self-serve options exist for the users through links to FAQ articles and/or other self-serve tools that are available to our users without having to write in and wait for a reply.
The program is good, but I believe that we can improve some things
What do you like best about the product?
I like the support, I don't have to wait days to get a response. Having a contact channel with the ADA is very good for us.
The tool is intuitive and gives a lot of autonomy to those who don't understand much about programming.
It's easy to use, and you don't need to spend days studying the platform to understand how each feature works.
The tool is intuitive and gives a lot of autonomy to those who don't understand much about programming.
It's easy to use, and you don't need to spend days studying the platform to understand how each feature works.
What do you dislike about the product?
I believe that having a field to write programming language would be cool.
Making some words bold, underline or change color would suit our needs a lot.
Having a customizable dashboard, which really meets what the company needs, would also make everyday life easier.
Making some words bold, underline or change color would suit our needs a lot.
Having a customizable dashboard, which really meets what the company needs, would also make everyday life easier.
What problems is the product solving and how is that benefiting you?
We have a conversation channel within the app.
This is functional because the customer can get immediate answers to his problem.
We can customize as we wish, this ensures better communication with customers.
This is functional because the customer can get immediate answers to his problem.
We can customize as we wish, this ensures better communication with customers.
Really collaborative company
What do you like best about the product?
The people on each team are easy to work with. They are knowledgeable, personable and friendly.
What do you dislike about the product?
The amount of training is no small feat and requires a lot more bandwidth than I accounted for during and post-implementation. In addition, recreating content in both the bot and help center is not the most efficient.
What problems is the product solving and how is that benefiting you?
The Ada bot helps us keep our support team size smaller, and absorbs the seasonality of our business needs, while offering some support 24 x 7.
Recommendations to others considering the product:
Carefully consider how much bandwidth your team(s) have to dedicate to bot training, and if a chatbot is in your future, definitely consider Ada as your solution.
The ADA team has been nothing but phenomenal!
What do you like best about the product?
- The dedication from the ADA team for always being there to help out whenever necessary and providing tips/suggestions for troubleshooting and chatbot improvement.
- The ability to customize the message according to the response from the internal APIs.
- The continuous innovation/improvement on the platform.
- The ability to customize the message according to the response from the internal APIs.
- The continuous innovation/improvement on the platform.
What do you dislike about the product?
- Does not have a staging environment for testing and A/B test with a different set of training questions.
- Lack of personalization capability (e.g. personalized the quick replies for each user).
- Answer-Utilities block seems to fail quite often at a certain period of the day.
- Lack of personalization capability (e.g. personalized the quick replies for each user).
- Answer-Utilities block seems to fail quite often at a certain period of the day.
What problems is the product solving and how is that benefiting you?
- Churn reduction.
- Dissatisfaction rate.
- Reduce the need to speak with an agent.
- Dissatisfaction rate.
- Reduce the need to speak with an agent.
The Ada CX team is one of my favourite teams to work with. I wish the platform was more robust.
What do you like best about the product?
The team are really helpful and engaging. They're focused on our success, and they're available when we need them (for the most part). They receive feedback well, and are good partners.
What do you dislike about the product?
The platform itself is less robust (lots of things break, and they break often enough for it to create disruptions to our business), and I don't feel like it's super innovative/proprietary. I wish there were cooler feature sets that would surprise and delight our customers - we would lean in more to the platform if there were.
What problems is the product solving and how is that benefiting you?
Operations and customer contacts at scale. We use the platform to handle low-level customer queries, instead of needing an agent to handle them. Orginally, Ada also allowed us to be operative 24/7, however we have upgraded our Customer Care model to be 24/7, so this is no longer only an Ada piece for us.
and & all use
What do you like best about the product?
Essentially does the job of many task. and always very very consistent. Very reliable.
What do you dislike about the product?
time consuming to set up, but can understand why
What problems is the product solving and how is that benefiting you?
consistent answers.. can always depend on it
Recommendations to others considering the product:
nothing compares if you want something reliable and consistent
Great chatbot!
What do you like best about the product?
Ease of editing answer. The fact that there are many options to play with (conditionals, variables, redirects, etc.)
What do you dislike about the product?
The fact that there's no way to clone answers for easier editing of multiple similar answers.
What problems is the product solving and how is that benefiting you?
Trying to contain more traffic in the chatbot. It's working, a lot of questions are contained already; planning to invest a lot more work in this.
Easy platform to use! Deep integration capabilities with the right resources available.
What do you like best about the product?
Drag and drop capabilities. Easy to use configurations.
What do you dislike about the product?
Need more flexiblity without requiring Ada dev teams. Sometimes I find I have to wait a long time to enable an experience.
What problems is the product solving and how is that benefiting you?
Sales drop off, churn in call centre.
Recommendations to others considering the product:
Learn what problem you are going to solve!!
The beginning of something great
What do you like best about the product?
Ada has put together a great tool that has a short ramp-up time. This has allowed our agents to quickly learn how it works, create new answer paths, and provide self-service material without the need for as many live chats as before.
What do you dislike about the product?
Currently, Ada does not allow us to download metrics into an excel spreadsheet. Instead, our Account Manager will download and forward over a report when requested. This is something they are currently working on, so I'm excited to see what they come up with!
What problems is the product solving and how is that benefiting you?
As our company continues its aggressive growth, the need for a self-service tool that can reduce the number of one on one interactions between customers quickly become one of our top priorities. Ada enables us to provide more of our self-service material to customers than ever before.
Recommendations to others considering the product:
Ada has been consistently making their product better, which gives me confidence that their service will soon be if they aren't already considered one of the best in their industry. They are very responsive to feedback and work closely with your team to ensure the setup and continued use of their product meet your needs and are more than happy to jump on a quick call or set up some time to discuss any issues you encounter.
Their metrics are still a work in progress along with their Zendesk integration but they are receptive to feedback and will work with you to figure out alternative solutions, which I greatly appreciate!
Their metrics are still a work in progress along with their Zendesk integration but they are receptive to feedback and will work with you to figure out alternative solutions, which I greatly appreciate!
Very good product
What do you like best about the product?
I really like how ADA helps us deflect numerous tickets and creates a positive hassle-free experience for users. We use ADA with Zendesk knowledge base and it integrates really well into our existing processes. It was also extremely easy to teach folks to create scenarios for ADA. The process is extremely simple and we required very little help from ADA support team. It is also very nice to have regular meetings with the ADA team who are always ready to help with any issues or questions we might have. Overall, we are really enjoying ADA.
What do you dislike about the product?
Sometimes ADA can't understand the user's request. This might lead to a lot of frustration for users since they can't get their inquiry resolved, and can't immediately submit a support ticket. Also, when reviewing ADA's reports on monthly usage, we noticed that a lot of conversations are duplicated (two identical convos from the same person). It might be due to the fact that users simply create two identical conversations with ADA - we are not sure.
What problems is the product solving and how is that benefiting you?
We are using ADA to deflect support tickets and alleviate some of the workload on Support reps. ADA deflects over 600 tickets per month which is approximately how much one Support person solves.
Recommendations to others considering the product:
Some of our processes can't be automated via ADA. My recommendation is to consider how useful it'll be to you before you buy it. If your use'-case can't be adjusted for ADA, then it might not be too helpful.
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