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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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)
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.
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.
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
AI Chat bot
What do you like best about the product?
The implementation team is hands on and we had a lot of great support getting started with Ada
What do you dislike about the product?
It takes a while to see positive results
What problems is the product solving and how is that benefiting you?
Aiming to reduce the amount of cases our team needs to intervene on and hoping to help serve customers while our team is off hours or out of office
Ada has been great and simple to use, for any internal requests I would recommend to a colleague
What do you like best about the product?
The Drag and drop building method, very simple to create
What do you dislike about the product?
Having list options are easy, but if i want the options to appear differently, there isnt an alternative display, or atleast I dont know where it is.
What problems is the product solving and how is that benefiting you?
Create a self serve option has helped reduce phone line wait queues
Recommendations to others considering the product:
Make it easier to change how the content appears, not sure if this is an option or not, but within the text box, include fonts, colors, etc., something like microsoft word.
Decent base product with some technical limitations
What do you like best about the product?
Ada's answer building process is intuitive and powerful with lots of baked-in flexibility. You can use their drag and drop Blocks to accomplish things that would take dev work on other platforms, including API calls. Compared to all of the chatbot platforms we researched before committing, Ada appears to have the most user-friendly and capable back-end interface.
Their NLP works as well as the training that you give it - it does not appear to be better or worse than any of the other major players in the Chatbot industry.
Their NLP works as well as the training that you give it - it does not appear to be better or worse than any of the other major players in the Chatbot industry.
What do you dislike about the product?
There are some gaps in Ada's platform itself and also their integration with Zendesk. Tickets submitted to Zendesk that are opened without a public comment do not have SLA's, which is a big deal for enterprise-level clients. Their reporting is also lacking - we've had to ask them to email us an export at regular intervals (that's currently the only way for some reports) and do most of our in-depth analysis manually in Excel.
They also upcharge ridiculous amounts for features that are included with their competitors' products for free. We were excited to learn that they had added a simple calendar-picker feature to their answer flows, only to learn that they wanted to charge thousands of dollars for the ability to use it. We were told that their plan is to continue charging on a per-feature basis for other additions in the future.
They also upcharge ridiculous amounts for features that are included with their competitors' products for free. We were excited to learn that they had added a simple calendar-picker feature to their answer flows, only to learn that they wanted to charge thousands of dollars for the ability to use it. We were told that their plan is to continue charging on a per-feature basis for other additions in the future.
What problems is the product solving and how is that benefiting you?
We use Ada to modernize our web-based application, help customers get access to more context-sensitive answers, and ensure that when agents receive tickets they already have the basic information on the customer that they need in order to help. Ticket deflection is not one of our primary goals, although our bot is currently handling 70% of inquiries without handing off to customer support even without being designed with that intention in mind.
Good but needs more customization options and better reporting
What do you like best about the product?
I like that you can separate the chatbot if you have more than one product line. You can also manipulate it for most of your needs such as multiple answers for the same question and it learns from chatter keywords.
What do you dislike about the product?
I think Ada is a good chatbot but you are limited in some of the customizations especially if you have more than one product line. You also can't separate reporting based on the product line.
It'll be nice to have a search feature within the activity log along with more details so we can monitor who is making what changes.
It'll be nice to have a search feature within the activity log along with more details so we can monitor who is making what changes.
What problems is the product solving and how is that benefiting you?
We are answering general customer support questions through the chatbot and decreasing the number of how-to support questions that are routed to our Support teams leaving more time for our teams to work on more complex technical issues.
Recommendations to others considering the product:
It's a good chatbot and allow for most cusotmizations but you will want to review the reporting, activity log, and how to best implment if you are using more than one product.
We received "I don't think we can right now" a lot, but always push for the Ada team to review with thier developers.
We received "I don't think we can right now" a lot, but always push for the Ada team to review with thier developers.
Simple UI and Ease of Use of Product- Perfect Chatbot for Business users
What do you like best about the product?
The UI is very user friendly and you can understand how to work through with them.
The functionalities are drag and drop and you do not need coding for working on the chatbot.
Reports are very user friendly and provide quick insights
It is helpful to view what the customer typed and what was the BOT response
Making changes is simple to the BOT
If you are connected with their customer service team, they will provide you with a looker dashboard with insightful data on it.
The functionalities are drag and drop and you do not need coding for working on the chatbot.
Reports are very user friendly and provide quick insights
It is helpful to view what the customer typed and what was the BOT response
Making changes is simple to the BOT
If you are connected with their customer service team, they will provide you with a looker dashboard with insightful data on it.
What do you dislike about the product?
Reporting is cumbersome and there is no mix and match it is just set of 10 pre defined reports from which you can pull info.
Analytics can be improved.
The feature set and cost for lite package are way above the industry standards.
They do not have OCR capabilities.
I haven't experienced the block and catch replies available in Watson, Lex, etc.
Glass is a chat feature which is not available on the lite package
They have an API integration to pull data, they do not have out of the box integration except for Zendesk, so if you are a heavy user of Zendesk this suits a lot but if you are using other CRM/applications then the you need to be on the next plan (which I haven't experienced so far so wouldn't like to comment on that)
Analytics can be improved.
The feature set and cost for lite package are way above the industry standards.
They do not have OCR capabilities.
I haven't experienced the block and catch replies available in Watson, Lex, etc.
Glass is a chat feature which is not available on the lite package
They have an API integration to pull data, they do not have out of the box integration except for Zendesk, so if you are a heavy user of Zendesk this suits a lot but if you are using other CRM/applications then the you need to be on the next plan (which I haven't experienced so far so wouldn't like to comment on that)
What problems is the product solving and how is that benefiting you?
During 2020 we just started with ADA and we were able to deflect some questions and the pandemic started because of which we had to roll back a bit.
In 2021 as we get back we are hoping we can deflect a lot of questions and increase our self serve capabilities.
In 2021 as we get back we are hoping we can deflect a lot of questions and increase our self serve capabilities.
Recommendations to others considering the product:
If you are looking at a simple solution that is out of the box when you are working with Zendesk, then ADA is a good option. If you are a power user of chatbots and are looking for heavy lift then I would not recommend ADA
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