Ada serves as an AI customer support agent that drives our back end to help with customer success. I am mostly working on the back end, and the team responsible for setting up Ada handles the specific implementation details.
Ada - AI Agent
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Revolutionized Customer Support Efficiency
What do you like best about the product?
I really like Ada's ability to train and improve, and to quickly see the results of updates. The integration of knowledge from support platforms like Zendesk and Freshdesk syncs quickly into Ada, and I find the coaching feature incredibly malleable. It allows us to create very specific guidance with surgical precision and then test and verify the outcomes. Additionally, the initial setup of Ada was pretty smooth.
What do you dislike about the product?
I think there's probably opportunity for improvement on reporting on the categorization of the volume. I think the ability to import a set of topics or tags or issue types from a variety of other platforms into Ada, and have the Ada experience try and mirror those preexisting categories, would be a good place to start rather than kind of doing it from scratch.
What problems is the product solving and how is that benefiting you?
Ada helps with practically everything from presales to troubleshooting customer journeys and basic inquiries.
Effortless to Use with Outstanding Support and Continuous Improvements
What do you like best about the product?
It's very easy to use, and whenever we need assistance with creating something, we always receive excellent support from the Ada team. The implementation process is straightforward, and when we suggest improvements to features, Ada consistently takes our feedback into account and keeps us informed about the roadmap for these updates. Reporting is also excellent and provides a way to further refine our Ai agent.
What do you dislike about the product?
There isn’t anything I dislike at the moment; I’m simply looking forward to seeing new features and improvements become a reality, specifically around playbooks.
What problems is the product solving and how is that benefiting you?
Ada now handles a significant portion of incoming traffic across all our channels, and has managed to do so while maintaining and even enhancing our customer experience.
AI workflows have streamlined customer support and still need improvements in technical guidance
What is our primary use case?
What is most valuable?
Ada offers agentic workflow as its best feature, providing the agent capability to personalize customer support and making customer success operations easier. Ada has positively impacted my organization by removing friction during the customer support process and simplifying the process of answering technical questions.
For how long have I used the solution?
I have been using Ada for the last year.
What other advice do I have?
My advice for others looking into using Ada is to go ahead and use it. Ada is deployed in a public cloud, and we use AWS as our cloud provider. I would rate this product a 6.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Effortless Collaboration and Innovation
What do you like best about the product?
The easiness to work, and the availability to bring new ideas/needs to the table in order to improve our services.
What do you dislike about the product?
The setup, meaning one bot for each domain.
What problems is the product solving and how is that benefiting you?
The requests are straightforward, making it easy for us to teach them to our AI bot.
Empowers Customer Service with Ease and Agility
What do you like best about the product?
I really appreciate how Ada significantly reduces repetitive and simple questions, easing the workload on our customer service team by handling inquiries like 'Where is my voucher?' or 'How do I activate it?' instantly in multiple languages. I love how incredibly easy it is to train and update the bot without requiring any coding skills, which allows us to create flows, adjust responses, and enhance the user experience in just minutes. This feature is a game-changer for our customer service operations, enabling us to quickly iterate, test new ideas, adapt to various markets, and maintain alignment with our evolving processes without waiting for technical resources. It truly makes us more agile, creative, and independent. I also found the initial setup of Ada very straightforward, with excellent support provided even for technical aspects that needed attention on our side. The smooth integration with Salesforce enhances our workflow further.
What do you dislike about the product?
I find the process of training multiple bots individually quite cumbersome. Synchronizing training across different bots would significantly streamline our operations and save time.
What problems is the product solving and how is that benefiting you?
I use Ada to reduce repetitive customer queries, improving efficiency by handling simple questions instantly. It’s incredibly easy to train and update, enhancing our agility and independence without needing coding skills.
Effortless Customer Support with Fast Results
What do you like best about the product?
I find Ada incredibly valuable as it serves as our first line of customer support, which allows us to manage an increasing sales volume without the need to scale up our support team. This efficiency is crucial for meeting demand seamlessly. I love how Ada efficiently handles all our simple tickets, which significantly reduces the workload on our CS team, enabling them to focus on resolving more complex issues. The product is easy to use and delivers rapid results, enhancing our operational efficiency. The onboarding academy is fantastic and has provided me with the opportunity to upskill myself as an AI agent builder, a task I hadn't previously undertaken. I greatly appreciate Ada's playbooks feature, which allows for the easy implementation of existing SOPs into successful flows without having to build complex ones from scratch. Furthermore, the initial setup of Ada was remarkably easy and smooth, and the support from their team, including hyper-care support and assistance from the solutions team and our Customer Success Manager, has been amazing.
What do you dislike about the product?
I find the UI for customers powered by Ada's playbooks feature could be improved. Currently, there's a limitation where we're unable to show images or videos in our customer flows, which is integral for product demonstrations and enhancing customer interaction. Although it seems there's ongoing work to address this, the current restriction significantly affects how effectively we can utilize the playbook module.
What problems is the product solving and how is that benefiting you?
I use Ada as our first line of customer support, automating simple ticket handling, enabling our team to focus on complex issues while maintaining qualitative fast responses. Ada's ease of use and onboarding help me upskill rapidly, simplifying AI agent building with effective playbooks.
Revolutionized Our Customer Interaction with Ada
What do you like best about the product?
I love Ada's natural language processing capabilities that draw from our knowledge base to communicate effectively with our customer base, enabling customers to resolve certain issues quickly without needing human intervention. The ease of access as an Ada customer to modify our system is remarkable, and their amazing team is always eager and ready to assist us. Their support is not only extremely helpful but also willing to go the extra mile to solve our issues. It's also noteworthy how Ada enables transformation of articles into normal conversation, making interactions seamless and natural. The process of initial setup was smooth thanks to Ada's team and learning center, which were super helpful every step of the way. I'm especially impressed with Ada's proactive roadmap, where everything I’m looking for is either active or in the pipeline, including more advanced features like image processing. Furthermore, Ada's integration with tools such as Zendesk enhances its value, making it an indispensable tool for our team. Given these benefits, I'm highly inclined to recommend Ada to others.
What do you dislike about the product?
Everything I have an issue with currently is all being worked on! Certain aspects like image processing is on my wish-list, and it should be available next year, so nothing to dislike!
What problems is the product solving and how is that benefiting you?
I use Ada as our first line of defense for customer inquiries, allowing quick resolution without human intervention. Its natural language capabilities pull from our knowledge base effectively, with easy access to changes, making it a valuable asset.
Ada Delivers Reliable, Personalized Support—With Ongoing Improvements
What do you like best about the product?
Ada has been an incredible support tool for our team. It helps reduce workload by handling a large volume of customer inquiries quickly and efficiently, while still providing thoughtful, situation-specific responses rather than just sending generic templates. It’s reliable, adaptive, and ensures our customers receive accurate answers any time of day — overall, a really impressive addition to our support experience.
What do you dislike about the product?
At times, Ada has provided responses or commitments that weren’t part of its original training — such as offering actions it isn’t actually able to perform (for example, canceling orders). Fortunately, these issues have been easy to correct with additional coaching and updates, and its accuracy has continued to improve over time.
What problems is the product solving and how is that benefiting you?
Ada has helped us manage a large volume of customer inquiries by instantly answering common questions and guiding customers through next steps. It’s reduced the workload on our live agents, improved response times, and ensured customers get consistent, accurate information 24/7 — even outside of business hours.
Powerful Platform and Outstanding Support
What do you like best about the product?
What I like most about Ada is how much we’ve accomplished together through our partnership. Their platform is powerful, reliable, and easy to use, and the collaboration with their team has been excellent. Their team is super reactive, when we needed help or anything we wanted to achieve. They’ve helped us scale automation efficiently, improve our customer experience, and continuously find ways to optimize processes. The product evolves quickly, and their support makes a real difference.
What do you dislike about the product?
While Ada’s platform is powerful and user-friendly, it can feel a bit limited when it comes to building more dynamic workflows or adapting the conversation logic automatically based on user intent. The setup process for flows sometimes requires more manual work and testing than expected, especially when compared to platforms that offer stronger built-in discovery features or self-optimizing flows.
I’d love to see more automation in how the system learns from customer interactions and streamlines conversation building over time , this would make scaling and optimizing use cases even easier.
I’d love to see more automation in how the system learns from customer interactions and streamlines conversation building over time , this would make scaling and optimizing use cases even easier.
What problems is the product solving and how is that benefiting you?
Ada is helping us automate and streamline a large portion of our customer interactions, which reduces ticket volume and improves response times. It enables us to provide instant, consistent answers to common questions while freeing up agents to focus on more complex cases.
The platform also makes it easy to build and adjust flows based on customer behavior and feedback, giving us flexibility and control without depending heavily on engineering. This has led to greater efficiency, better containment rates, and an overall smoother customer experience.
The platform also makes it easy to build and adjust flows based on customer behavior and feedback, giving us flexibility and control without depending heavily on engineering. This has led to greater efficiency, better containment rates, and an overall smoother customer experience.
Great partner with outstanding hands-on support
What do you like best about the product?
the level of support we receive from the Ada team is amazing, they work closely with us, understand our goals and idiosyncrasies and help us turn ideas into working processes.The product itself is continuously evolving and getting better at handling complex logic.
What do you dislike about the product?
It can take a while to understand how everything fits together. Once you do, though, it’s a great tool to work with.
What problems is the product solving and how is that benefiting you?
Ada handles knowledge-based inquiries and automations, taking care of many time consuming repetitive tasks. This frees up our human agents to focus on high value interactions and provide more personalized service to our top-tier customers.
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