Ada - AI Agent
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Good but needs more customization options and integration with other chat tools such as Bomgar
What do you like best about the product?
Simple interface
Few downtimes
good support
Few downtimes
good support
What do you dislike about the product?
Low to no customizations such as changing accent colors or fonts
Cannot integrate with chat providers such as Bomgar from inside the chatbot
No filters for variables in the report view
Cannot integrate with chat providers such as Bomgar from inside the chatbot
No filters for variables in the report view
What problems is the product solving and how is that benefiting you?
Quick answers for repeat questions by users.
Easy deployment, simple to manage and improve, great ongoing service.
What do you like best about the product?
Ada's bot is easy for non-technical people to manage and continuously improve. We can see where customers need help, and can easily build answers to address those needs in almost real-time.
What do you dislike about the product?
There is not much to dislike. Ada is making continuous enhancements to make teaching and managing the bot easier and more "friction-free", and they have been responsive to feedback to help make improvements.
What problems is the product solving and how is that benefiting you?
Helping customers address issues they are experiencing without a need to engage with our phone/email/chat agents.
Helping deliver clear information about an issue when a customer does need to engage with our agents.
Helping manage our capacity by directing customers to email or live chat based on coverage at any moment.
Helping deliver clear information about an issue when a customer does need to engage with our agents.
Helping manage our capacity by directing customers to email or live chat based on coverage at any moment.
Recommendations to others considering the product:
Recommend any company using a BOT to have someone dedicated (or near-dedicated) to analyzing/managing/updating it. There is continuous work to keep it current - a bot is not something you can build and just forget.
Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed.
Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed.
Our users get help faster!
What do you like best about the product?
Ada is very intuitive to use, both in terms of creating new answers are training answers.
The tag structure is really great: being able to see all the tags in use on the settings page makes it easy to tag consistently and not have multiple tags floating around for the same issue.
The tag structure is really great: being able to see all the tags in use on the settings page makes it easy to tag consistently and not have multiple tags floating around for the same issue.
What do you dislike about the product?
I would like to see the tags used more effectively, especially in generating reports. It would be helpful to pull a report for all answers tagged "feedback."
I'd also prefer if the conversations page was easier to navigate. When I filter for a particular answer for a particular time period (say Nov. 2020 to Dec. 2020), I still have to scroll through all the conversations that used that answer in January and February 2021. I also wish I could see which conversations got a thumbs up or a thumbs down in the sidebar, the way I can see the customer rating out of 5, so I can more easily locate the conversations where users are giving the answer a negative review.
I'd also prefer if the conversations page was easier to navigate. When I filter for a particular answer for a particular time period (say Nov. 2020 to Dec. 2020), I still have to scroll through all the conversations that used that answer in January and February 2021. I also wish I could see which conversations got a thumbs up or a thumbs down in the sidebar, the way I can see the customer rating out of 5, so I can more easily locate the conversations where users are giving the answer a negative review.
What problems is the product solving and how is that benefiting you?
We are using Ada to connect users to our existing Help Center articles so they can help themselves before escalating to us. We are also using it to reduce tickets we received for outages or issues we are in the process of fixing.
I found the not understood questions useful for seeing what users want to know and what we are failing to explain to them.
I found the not understood questions useful for seeing what users want to know and what we are failing to explain to them.
Happy with the product
What do you like best about the product?
The interface is very easy and I have seen some amazing implementations of the features which I'm looking to implement
What do you dislike about the product?
That it only works on Google Chrome and not other browsers
What problems is the product solving and how is that benefiting you?
The number of clients and customers calling
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
Ada has been very helpful for our company and it's only going to get better!
What do you like best about the product?
We are able to help our customers faster!!
What do you dislike about the product?
There isn't much we don't like currently, we are looking to upgrade in order to utilize ADA even further!
What problems is the product solving and how is that benefiting you?
We are deflecting tickets and being able to support customers from all angles.
Chatbot expertise and best practices
What do you like best about the product?
A very intimate relationship in building solutions for our business, including all regulatory and organizational constraints we had to deal with.
What do you dislike about the product?
Running with different companies and timezones sometimes delayed deliveries.
What problems is the product solving and how is that benefiting you?
Automating customer support workflows, which allows customers to receive a rapid response prior to agent care, if required.
Ada helps you scale and your customers get their answers faster
What do you like best about the product?
Ada's interface is easy to use and allows content creators - even with minimal technological backgrounds - to make updates, changes and new content quickly.
What do you dislike about the product?
Ada does not fully integrate with our current chat tool. Its core functions are able to connect seamlessly and have added great value but certain routing features require more investigation or work to get them live.
What problems is the product solving and how is that benefiting you?
Ada has allowed our customers to get answers faster and also saves our team's time for matters that require actual human intervention. Headcount cannot always - and should not - always increase as your business grows. A solution like Ada allows us to build workflows that help our customers learn and solve their problems even when we aren't online! It's a 24/7 support solution that can route to live chat if necessary - everybody wins!
Recommendations to others considering the product:
Focus on the problem you are trying to solve and optimize early AND often. If possible, create a Chat Bot Team that is dedicated to optimizing it - don't add it to someone else's plate as an additional responsibility.
Game Changing, Innovative and Future Proof
What do you like best about the product?
From the first sales consultations, through integration & go live and all the way to future developments, one thing is abundantly clear - Ada are here for your business solutions. The passion that runs through each team member is palpable in every conversation and first class communication is their forte. In a sector where excellent customer service is key, they hold the top spot.
If that wasn't enough, Ada offers a smart and intuitive chatbot with apparently endless (in my experience) scope to grow and improve. In our first sales call I said "impress me" and they haven't stopped wowing me since. The backend UI is neat, simple to use and easy to grasp with quick drag and drop resolution building. Ada offer extensive training and continuing support after launch. We're almost 5 months post-launch and have experienced significant benefits, reduced chat waiting times and above the predicted deflection rates.
Ada isn't just about deflecting customer service queries and leaving it there. In our case there is huge scope for further success including additional self-service integrations, multiple upselling opportunities and exciting new developments.
If that wasn't enough, Ada offers a smart and intuitive chatbot with apparently endless (in my experience) scope to grow and improve. In our first sales call I said "impress me" and they haven't stopped wowing me since. The backend UI is neat, simple to use and easy to grasp with quick drag and drop resolution building. Ada offer extensive training and continuing support after launch. We're almost 5 months post-launch and have experienced significant benefits, reduced chat waiting times and above the predicted deflection rates.
Ada isn't just about deflecting customer service queries and leaving it there. In our case there is huge scope for further success including additional self-service integrations, multiple upselling opportunities and exciting new developments.
What do you dislike about the product?
I've found few downsides. I will say that what you get out is indicative of what you put in which means if you want a stellar bot, you're going to end up putting in the time to train it correctly. For us this took the better part of a month, but it's now smooth sailing with regular additional content updates and maintenance.
I find it unhelpful that the chat satisfaction ratings given by customers when engaging with an Ada initiated chat do not feed back to Zendesk, our support platform and it's C-SAT. I hope that is a future innovation.
I find it unhelpful that the chat satisfaction ratings given by customers when engaging with an Ada initiated chat do not feed back to Zendesk, our support platform and it's C-SAT. I hope that is a future innovation.
What problems is the product solving and how is that benefiting you?
As a business we have seen drastic improvements in chat wait times and query deflection. Without in-depth integrations and using just basic the Q&A flows, we have achieved a 70% containment rate within the bot and a massive 27% deflection in customer contact across all contact channels.
Something often overlooked is the benefit to the Customer Service Agents themselves. Without answering the often repetitive and monotonous questions that Ada can handle, my human agents can take on more skilled and challenging tasks to help them develop within their role. We've seen an improvement in employee morale and development opportunities since launching our Ada chatbot.
Something often overlooked is the benefit to the Customer Service Agents themselves. Without answering the often repetitive and monotonous questions that Ada can handle, my human agents can take on more skilled and challenging tasks to help them develop within their role. We've seen an improvement in employee morale and development opportunities since launching our Ada chatbot.
Recommendations to others considering the product:
If you're looking for a company that provides a high quality chatbot with equally first class service, Ada is for you.
Great Chat Bot application
What do you like best about the product?
The analytics/reporting tool makes it easy to add more answers and upgrade our Chat Bot application, and the Questions tab makes it easy for us to train our bot by providing an overview of all the questions the bot is lacking. Not to mention the great support from the ADA team.
What do you dislike about the product?
There is always room for improvement, the reports should include more detailed data and the bot should include more languages.
What problems is the product solving and how is that benefiting you?
With Ada we are providing a better and quicker problem resolution process for our customers. We've manage to increase drastically our containment rate and reduce our customer service costs.
Recommendations to others considering the product:
Although it's not the cheapest tool in the market, nothing beats the amount of tools and features
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