Ada - AI Agent
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Great UI and Customization, but Needs Better Analytics and Support
What do you like best about the product?
I really appreciate the user interface and design, along with the different ways available to handcraft a user experience.
What do you dislike about the product?
I believe metrics and analytics could use some improvement and get more granular. In some cases, some more technical support is needed for some custom integrations.
What problems is the product solving and how is that benefiting you?
Large volumes are difficult to sustain, minimizing bad demand is key to reaching financial goals. If a large percentage of user inquiries can be solved with self service or education via a chatbot, it goes a long way to bring down operating costs.
Easy to Use, but Integration with Zendesk Is Challenging
What do you like best about the product?
I like the ease of use and the way the product is built.
What do you dislike about the product?
Integrating it with our Zendesk instance has been a challenge. There are a lot of workaround solutions we've had to implement in order to make it work. I'm also not a huge fan of the way Proactive Conversations are set up in the generative bot (compared with the declarative bot).
What problems is the product solving and how is that benefiting you?
I like that we were able to integrate Ada with our contact form, so some of our emails are being answered by AI.
Excellent Support and Easy Integration, but Some Workflow Challenges with Ada
What do you like best about the product?
The support we receive from Ada truly stands out compared to other tools we use for customer experience. From the start, the tool seemed to immediately grasp how our business operates and integrated smoothly with our existing suite of tools. It is extremely user-friendly, and whenever we encounter any issues or confusion, the team responds quickly to our questions and provides excellent support. Overall, our experience has been very positive.
What do you dislike about the product?
Our business operates differently from many other companies or customers who use Ada. Instead of having Ada handle automations through its API, we typically perform automations only after a ticket is created. Because this approach doesn't align with how the tool is generally intended to be used, we've encountered some obstacles in how Ada interacts with customers and closes conversations. At times, the experience doesn't feel as natural as we would like. For example, the bot may repeat answers to the same question after a ticket has already been created, without taking the previous conversation into account. This seems to be more of an issue with how we are using the tool, rather than a flaw in the tool itself.
What problems is the product solving and how is that benefiting you?
Ada is quickly becoming the first point of contact for our customer service team, making use of our comprehensive knowledge base to deliver answers to customers that were previously difficult to locate or communicate. We are experiencing a notably high containment rate in these interactions. While we still hope to achieve greater consistency, we have noticed an increase in customer satisfaction.
Ada helps scale support by improving automation and lowering escalations.
What do you like best about the product?
Ada’s platform makes it easy to automate complex support flows, measure performance through clear metrics, and continuously optimize with minimal engineering effort. The improvements in containment and automated resolution show real, measurable impact.
What do you dislike about the product?
Reporting can sometimes lack depth for nuanced analysis, and CSAT isn’t always the most accurate reflection of chatbot success — especially for automated interactions.
What problems is the product solving and how is that benefiting you?
Ada automates repetitive support tasks, reducing escalations and freeing our team to focus on complex issues, which improves efficiency and customer experience.
Amazing team, support and product.
What do you like best about the product?
The ease of getting in touch with the team not just account manager but IT. We had the guys on slack and they typically responded same day and were interested in potential imporvements. Even after we were onboarded we had regular contact and suggestions of improvement.
What do you dislike about the product?
I cannot think of an instance where we had a major concern or reason for dislike. The product works well and you get out of it what you put in.
What problems is the product solving and how is that benefiting you?
We have a lare range of customers some who do not speak English natively the translation was better than other bots which we had trialled. We also receive a large obundance of out of hours queries due to being a 24 hour service we were able to confidently answer more questions using Ada.
ADA - The Chat Assistant that we need
What do you like best about the product?
ADA is easy to use and easy to understand how their system works. The way how to set up the automated answers is also easy to do since the options such as text box, videos, and images can be dragged and dropped to the chat flow plus the actions available make the chat flow properly work.
What do you dislike about the product?
The technical terms that we need to understand for the chat flow to work. But once you know those terms, it's going to make the chat flow outstanding.
What problems is the product solving and how is that benefiting you?
Since it automates our customer service responses, and we also have offline hours, it makes our operation work 24 hours a day. In addition, once the chat flows are setup correctly customers will surely get the answers that they need.
Bumpy implementation
What do you like best about the product?
Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog.
What do you dislike about the product?
Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule.
What problems is the product solving and how is that benefiting you?
Mostly, Ada helped us with high containment rates. It helped customers self-service a lot better and de-escalate repetitive inquiries.
AI Community
What do you like best about the product?
Since starting with Ada over 2.5 years ago, we've had a fantastic relationship with the team. We've always gained their upmost support, encouragement and guidance. We've worked hard with Ada, to get to a high containment rate which we are extremely happy with.
Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!
We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.
We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!
My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction!
Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!
We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.
We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!
My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction!
What do you dislike about the product?
We often raised issues, not knowing there was a page/trigger for this to be notified. We've since been added. We also mentioned we would have loved more in person training/on call. In fairness, after mentioning this, the team always jumped on calls as soon as they could to assist.
What problems is the product solving and how is that benefiting you?
We had a hefty SLA on socials which always left us chasing each platform to bring up to date. We wanted to releive pressure from our CS team, allow customers to self-serve and gain immediate help. After we acheived this, we moved on to more features and more complex builds for an even better customer experience.
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.
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