Ada - AI Agent
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ADA: Great virtual assistance solution
What do you like best about the product?
Broad range of options and amazing support from the ADA team.
What do you dislike about the product?
Training the assistant to properly understand can be a bit cumbersome. I wish there was a more streamlined/different way to help the assistant understand better
What problems is the product solving and how is that benefiting you?
Ada helps us resolve and reduce the volume of contacts to the call center by answering simple requests and be able to perform some transactions. This has helped to also reduce the operational costs.
Great way to scale your business!
What do you like best about the product?
Since our first meeting the ADA team was completely onboard, our Sales Rep was amazing, always providing all the info at the right moment, and the transition to our KAM and the Engineers was clean and amazing too!
What do you dislike about the product?
Not much! Even on USA holidays, we can always count on someone!
What problems is the product solving and how is that benefiting you?
We have a massive amount of chats coming through every month and all of them require very simple things, so ADA is taking things to the next level, combining APIs with ADA we can answer a lot of the sales reps inquires
Director of CX LOVING Ada!
What do you like best about the product?
Ada has been like onboarding the best agent ever! It handles an insane number of chats simultaneously and is incredibly accurate and helpful! We’ve been thoroughly impressed thus far!
What do you dislike about the product?
Wish reporting was a bit more robust / customizable.
What problems is the product solving and how is that benefiting you?
Low level chat deflection which allows us to scale the business without adding unnecessary CX costs.
Recommendations to others considering the product:
Absolutely choose Ada!
Ada is great!
What do you like best about the product?
Ada is awesome for self-service and building out an awesome automated flow. It was very easy to use, their support is stellar, and they offer an ACX academy that helps you learn nifty ways to utilize the chatbot. Also really like utilizing their proactive intros, which make it a fun way to poke users on various pages of our website to get support - Perhaps using a fun phrase or an emoji to get them interested in chatting with our support team or just interacting with the bot directly for self-service without speaking to support. Lots of reasons to love Ada and different ways for us to improve the user experience!!
What do you dislike about the product?
CSAT isn't as easy to collect as we'd like - It would be nice to have a consistent thumbs up/down button, and not tie CSAT to specific flows.
It would also be nice for us to be able to A/B test certain flows, especially since different types of automation can change the way our agents and customers interact with the Freshly service. Being able to make changes swiftly on a flow level (as opposed to editing individual flows ourselves) would be really cool.
It would also be nice for us to be able to A/B test certain flows, especially since different types of automation can change the way our agents and customers interact with the Freshly service. Being able to make changes swiftly on a flow level (as opposed to editing individual flows ourselves) would be really cool.
What problems is the product solving and how is that benefiting you?
Self-service for customers - Providing info via FAQs, ability to sign up for various services, as well as some automated API functions for managing their weekly Freshly orders.
Recommendations to others considering the product:
I would look at testing out various chatbots - Ensuring that Ada matches what your company goals are (are you looking for an FAQ bot, one with NLU, etc.)
Intuitive and Simple to Work With
What do you like best about the product?
I enjoy how I can create flows easily without having a technical background.
What do you dislike about the product?
I wish there was a function to schedule a message not on a recurring basis.
What problems is the product solving and how is that benefiting you?
Ada has helped our business reduce call centre traffic and streamlined support cases, resulting in a better customer experience.
Recommendations to others considering the product:
Highly recommend for any organization looking to incorporate automation into their operations.
More in touch
What do you like best about the product?
That they really understand our requirements
What do you dislike about the product?
I would like more calls and less emails to keep in touch with customer service
What problems is the product solving and how is that benefiting you?
The amount of chats/contacts
An intuitive and friendly solution to improving the customer experience!
What do you like best about the product?
Easy to navigate and build content. Intuitive!
What do you dislike about the product?
Our cost per ticket increased. That cost was justifiable when measuring the overall experience, however.
What problems is the product solving and how is that benefiting you?
Automating repetitive questions and expediting the tickets that cannot be contained.
Recommendations to others considering the product:
The overall cost was tough to justify, but when comparing the customer experience with and without, it's an easy sell. Ada has allowed us to contain up to 60% of our chat volume, leaving more time for our agents to handle the complicated issues.
Great Tool with Plenty of Future Potential
What do you like best about the product?
Ada is very user-friendly with a clean UX and intuitive design. From what I have seen and had experience with, Ada's AI also does seem to be more advanced than other chatbot tools I have seen. Additionally, as the admin, I do not need to pull in my tech team for any day-to-day needs (very light on code). The Ada team behind it is a dedicated team that always works to improve the product, which gives me confidence in continued improvements and feature rollouts to improve our user experience.
What do you dislike about the product?
As an admin/publisher I would like to see scheduling and drafting features so that I can make proactive changes rather than having to go in at the time that a change needs to be implemented. There are many reports and insights that aren't always available in Ada's analytics dashboard; that said, the team is always quick to respond to manual report requests.
What problems is the product solving and how is that benefiting you?
Ada has helped us to curb a significant number of inquiries that had previously gone to a live support agent, saving us valuable resources as well as creating more fulfilling work for our agents - they no longer have to spend so much of their time answering simple FAQ questions, and can dedicate their time to the more complicated needs and requests of our customers.
Very good experience.
What do you like best about the product?
The onboarding was easy. Product matched what was delivered.
Support was always there when needed
Support was always there when needed
What do you dislike about the product?
some integrations were not as easy as it was. However with the amount of support received we were able to overcome.
What problems is the product solving and how is that benefiting you?
Consistent quality being delivered.
Able to attend to clients during out call center off hours.
Helps tackle surface level issues with clients before being escalated to a live agent
Able to attend to clients during out call center off hours.
Helps tackle surface level issues with clients before being escalated to a live agent
Recommendations to others considering the product:
Look no further. Ada provides a good solution for automation and customer self serve. Integration is easy with little to no coding experience
Daily Ada User
What do you like best about the product?
The Ada Team is very helpful and informative.
What do you dislike about the product?
I would like to see building and brainstorming within the Ada program. For example, a flowchart option within the bot for Team deliberation vs a continous scroll and clicking through the Answers view to follow decision trees.
What problems is the product solving and how is that benefiting you?
We do not have any current issues to resolve other than continue to improve analytics with our client. I have experienced the benefit of Chatbot software by lessening the traffic our live agents handle.
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