Ada - AI Agent
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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.
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.
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