Ada - AI Agent
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Using Ada is easy and efficient.
What do you like best about the product?
The best thing about using Ada is how quickly you can make changes. It is intuitive and easy to understand. Whether it is correcting spelling errors, adding update notifications, scheduling automatic reroutings to different support departs, or even changing the flow of an answer, it all can be done within minutes. It means that our customers are always seeing the most up to date information.
I also like the fact that you can always test the content before sending it live.
I also like the fact that you can always test the content before sending it live.
What do you dislike about the product?
1. I struggle most with the reports. There could be more details (in-app) in terms how how best to use them and what is measured.
2. The questions tab often glitches when loading questions, it makes it hard to find the answer you want to train to, because the page reloads or it stops working and you have to refresh the entire page and start again. Questions also repeat even though they have been trained as a part of the glitch.
3.When using the conversation tab and filtering for a specific date or rating all answers including those not intended to be seen (based on the filter) show up. It would be great if there was a message (clickable) that said "All above conversations are outside of the filtered requirements"
2. The questions tab often glitches when loading questions, it makes it hard to find the answer you want to train to, because the page reloads or it stops working and you have to refresh the entire page and start again. Questions also repeat even though they have been trained as a part of the glitch.
3.When using the conversation tab and filtering for a specific date or rating all answers including those not intended to be seen (based on the filter) show up. It would be great if there was a message (clickable) that said "All above conversations are outside of the filtered requirements"
What problems is the product solving and how is that benefiting you?
Connecting and communicating with customers immediately - proactively or otherwise.
For example:
1. We are using proactive intros to solve for onboarding issues
2. We are using list formats to reduce customer effort
3. We are using scheduling to reroute customers when the support team has recurring meetings or it is a recurring holiday.
For example:
1. We are using proactive intros to solve for onboarding issues
2. We are using list formats to reduce customer effort
3. We are using scheduling to reroute customers when the support team has recurring meetings or it is a recurring holiday.
Recommendations to others considering the product:
If you are considering using Ada, ask yourself: What problem would be solved with the speed offered by Ada and how can I leverage the information we already have?
LOVED by our IT, Customer Experience, Marketing teams and most importantly our customers
What do you like best about the product?
It's so SIMPLE to setup, manage, test, update, go-to-market.
And Ada truly has a partnership mindset and approach. Overall great product and incredible team.
And Ada truly has a partnership mindset and approach. Overall great product and incredible team.
What do you dislike about the product?
I don't dislike the existing features as they're also very open to feedback on roadmap items however I do wish their AI chatbot would integrate and front our Call Centres. I'd rate them 11/10 at that point.
What problems is the product solving and how is that benefiting you?
We were finally able to launch a scalable, friendly, conversational and automation-first 24/7 customer service that's aligned with our brand and customer-centric values. Our go-to-market took less than 60 days to launch flows and interactions that cover the E2E customer journey all while driving 72% containment rates (meaning our AI bot handled the customer request without escalating to our eCare agents). All this before we integrated with SalesForce so can't wait for what's to come!
Recommendations to others considering the product:
What are you waiting for?
Why Ada is Superior to All Other Chatbots
What do you like best about the product?
I like the multitude of ways in which we can work within the bot to understand how our users journey from answer to answer. We've been adding more features into our bot recently and the results have been excellent.
What do you dislike about the product?
There are some features, such as filter by tags, that I think would be very beneficial for quick, big-scope views of groupings of answers. This would give us good data to seek out problem areas.
What problems is the product solving and how is that benefiting you?
We're finding new ways of deflecting users from sending in tickets and encouraging self-serve. Furthermore, we're finding ways to keep our users from getting confused in their multitudinous ways of asking questions.
Recommendations to others considering the product:
I strongly recommend using Ada! The team is a delight to work with and the product is easy to use and understand.
One of the best ways to redirect requests to your business and educate your audience about it
What do you like best about the product?
ADA's simplicity in design and constant support allows it to be handled by almost anyone in your company. Any entry-level worker that speaks English is able to learn it
What do you dislike about the product?
There are minor bugs just as with any product nowadays, but all of them are being dealt with rapidly and efficiently.
What problems is the product solving and how is that benefiting you?
ADA simply unloaded our support backlogs by responding to about 80% of requests. Sustaining ADA allows us not to hire another agent or give too much work to the ones we have.
Recommendations to others considering the product:
There are lots of similar options to consider on the market right now, but ADA is like a Mercedes of bots - it is elegant; easy to use and you will definitely make use of it for your business.
Quick, smart help for your customers!
What do you like best about the product?
Ada was easy to implement and our interface makes it quick to train and update. It makes our members and our agents happy!
What do you dislike about the product?
I love the interface and have no dislikes currently!
What problems is the product solving and how is that benefiting you?
Ada allows us to "talk" to our customers, regardless of our business hours or the busy-ness of our agents.
Training Ada is easy and we've been able to leverage our well-constructed FAQs to solve member need without direct agent touch.
We manage within Ada in our regular workflow (making sure to update questions and train the bot regularly) and so we've been able to keep our containment rate high.
Training Ada is easy and we've been able to leverage our well-constructed FAQs to solve member need without direct agent touch.
We manage within Ada in our regular workflow (making sure to update questions and train the bot regularly) and so we've been able to keep our containment rate high.
Recommendations to others considering the product:
Set up and implementation is easy with a little prep work. Ada's staff and service is unmatched.
Maintaining the bot is very simple and the user interfaces are intuitive and straightforward. And best of all our team enjoys it!
Maintaining the bot is very simple and the user interfaces are intuitive and straightforward. And best of all our team enjoys it!
Ada dominates self-service applications!
What do you like best about the product?
Most importantly is the relationship that we have with the success team. At the foundation of any good partnership is communication and trust. With that at the forefront of their relationships with their clients, the value-add Ada can bring to the business is unmatched. The team is alongside you every step of the way guiding strategic decisions and providing straight forward insights to help you achieve your goals.
What do you dislike about the product?
What I dislike is our inability to have additional resources which has nothing to do with the Ada team. Self-service and automation is a commitment and your organization needs to be ready to support these types of initiatives with resources dedicated to project managing the platform.
What problems is the product solving and how is that benefiting you?
Automation, self-service and optimal & efficient experiences for our customers.
Great experience!
What do you like best about the product?
The support and the product! They make it very user friendly and constantly offer ways to maximize the potential of your bot.
What do you dislike about the product?
Nothing I dislike. There's just more features I wish Ada had but these things will come in time.
What problems is the product solving and how is that benefiting you?
We're able to help more customers and reduce wait times for the high paying customers.
Recommendations to others considering the product:
Would definitely recommend using Ada. I already recommend it to all my friends in a support field.
This is the best and most fun technology that we've implemented for chat deflection and self-help.
What do you like best about the product?
We love the Ada support team and the on-boarding process. They have been there with us every step of the way. We were able to train a bot manager to learn the gaps and fill them accordingly. These gaps are natural because end-users do not speak the use the same lingo as our Help Center. If Ada doesn't know how to respond – she can easily suggest a couple of different choices to the end-user or route to a live agent.
We use the built-in analytics to make Ada more efficient and autonomous. It's super important to have a dedicated bot manager to ensure your clients are having a healthy experience with their self-help needs.
We use the built-in analytics to make Ada more efficient and autonomous. It's super important to have a dedicated bot manager to ensure your clients are having a healthy experience with their self-help needs.
What do you dislike about the product?
We're very happy with all things that Ada has offered.
What problems is the product solving and how is that benefiting you?
We have clients in different timezones with different needs. Ada offers amazing conditional fields and variables that connect with our product. We're able to leverage these pieces of technology to provide individualized service to our clients and their unique implementations of our product.
Ada integrates very tightly with our Zendesk ticketing management system. Because of this, we're able to track all the bot communications on the same ticket and read through the historical information that was exchanged between our end-users and Ada. This is only relevant if the bot interaction requires a live agent for assistance. Otherwise, all self-contained engagement lives in the Ada database and does not generate a ticket in our Zendesk instance. This is beautiful because we only want to track relevant/actionable tickets with our Support Agents. We love that Ada keeps the self-contained engagement conversations in its own system because this doesn't pollute our ticketing system with the tickets that were 100% deflected by Ada.
In addition, we use tags and labels within Zendesk to identify and route our end-users to the appropriate departments. We're able to leverage these tags on our customer records within Zendesk to generate workflows in Ada. Ada is able to provide unique workflows and communication based on the tags that it is referencing within the client's record. We also are able to provide the necessary support for anonymous users so that EVERYONE is getting the help they need.
Ada integrates very tightly with our Zendesk ticketing management system. Because of this, we're able to track all the bot communications on the same ticket and read through the historical information that was exchanged between our end-users and Ada. This is only relevant if the bot interaction requires a live agent for assistance. Otherwise, all self-contained engagement lives in the Ada database and does not generate a ticket in our Zendesk instance. This is beautiful because we only want to track relevant/actionable tickets with our Support Agents. We love that Ada keeps the self-contained engagement conversations in its own system because this doesn't pollute our ticketing system with the tickets that were 100% deflected by Ada.
In addition, we use tags and labels within Zendesk to identify and route our end-users to the appropriate departments. We're able to leverage these tags on our customer records within Zendesk to generate workflows in Ada. Ada is able to provide unique workflows and communication based on the tags that it is referencing within the client's record. We also are able to provide the necessary support for anonymous users so that EVERYONE is getting the help they need.
Recommendations to others considering the product:
We launched our chatbot in March 2020, which was incredibly helpful as the pandemic began to affect our customers. Our chatbot has been able to address nearly 70% of the requests it gets, leaving more of our support agents available to help customers who need more assistance, and Ada seamlessly brings in one of our live agents in Zendesk when the customer needs more help. We can easily make modifications to the bot, and its use of machine learning makes it incredibly easy to quickly get the information we need to out to our customers.
The BEST vendor I've ever worked with and a 50% reduction in our chat wait times!
What do you like best about the product?
The Ada team is without a doubt the most supportive and engaged vendor I've ever worked with. We launched our chatbot on an incredibly expedited timeline (34 days including the Christmas break) and they not only worked closely with us to hit our launch date, but have been there to support us and share best practices every step of the way since. A huge thank you to Kayla, Holly, and Perri for all your amazing support!!!
On top of that, Ada's back end is intuitive and easy to learn and use. We're also able to feed customer data into Ada so that we can surface different versions of an answer to different customers, as well as route them to different support channels based on eligibility and hours of operation.
On top of that, Ada's back end is intuitive and easy to learn and use. We're also able to feed customer data into Ada so that we can surface different versions of an answer to different customers, as well as route them to different support channels based on eligibility and hours of operation.
What do you dislike about the product?
We've experienced various issues with Ada's Zendesk integration, but the Ada team has bent over backwards to help us investigate and resolve issues, and they're currently working on a new Zendesk integration that we're hopeful will solve our remaining issues!
What problems is the product solving and how is that benefiting you?
Ada provides our users with an on-demand tool for quick help 24/7, even when our support team isn't available. Since implementing Ada, we've drastically reduced our live chat volumes and reduced our chat wait times by 50%.
Recommendations to others considering the product:
You won't regret saying yes to Ada!
When Personalization and Self-Service Meet
What do you like best about the product?
Ada is a versatile solution that allows us to personalize our user experience, while focusing on customer service trends and allowing our team to focus on instant self-service. The team at Ada has been great to work with. They're responsive, knowledgeable, and extremely customer-centric, listening and implementing regular improvements based on feedback.
What do you dislike about the product?
Ada is still a relatively new solution, and there are definitely some quirks that need to be worked out.
What problems is the product solving and how is that benefiting you?
We're meeting customer needs in new/unique ways, we're also solving issues beyond chatbot with Ada, including chat routing inconsistencies.
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