Ada - AI Agent

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 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.

I have been using Ada for the last year.

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.

Public Cloud

Amazon Web Services  (AWS)

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.

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.

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.

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.