Ada - AI Agent
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Successful roll out of Ada Chat bot
What do you like best about the product?
The depth of the features as well as the intuitive nature of the bot setup portal
What do you dislike about the product?
Only current negative would be making sure that the reports match what we are seeing in our Help Desk platform
What problems is the product solving and how is that benefiting you?
Ada enables us to provide customer support to our users by solving simple issues or ones that require step by step instructions.
Recommendations to others considering the product:
Pleasure to work with, very streamlined in their on boarding process and responsive with service.
Ada bot is cool, yo
What do you like best about the product?
I really enjoy the interface and the data exports that we're getting are really useful.
What do you dislike about the product?
At the moment we still have an issue with chats not being transferred correctly.
What problems is the product solving and how is that benefiting you?
Shorter user journey to his/her problem solution.
Recommendations to others considering the product:
Map out all of the customer intents as it will make easier to implement any flows on any platform (ada including)
Back in the day we have built a complete map of all the major issues and their solutions for our agents to navigate by - it was a very helpful asset building the chatbot.
Back in the day we have built a complete map of all the major issues and their solutions for our agents to navigate by - it was a very helpful asset building the chatbot.
Great experience
What do you like best about the product?
I like the customizability of the platform
What do you dislike about the product?
How it integrates with other platforms, we found some challenges when Ada would create tickets and send it to Hubspot (Hubspots fault tho)
What problems is the product solving and how is that benefiting you?
We are solving for ticket deflection to increase self-service. I realize that a lot of problems clients face can be solved by directing them through separate flows that typically end to our help-centre instead of creating a ticket.
Recommendations to others considering the product:
Take your time when implementing. Spend time on constantly rejigging it to make it better and better. You get what you put into it. Get all of the help and rersources from the ADA team that you can, they are lovely.
Best Support Experience
What do you like best about the product?
Ada Support Team is very helpful and will assist you all throughout.
What do you dislike about the product?
Nothing, all good with Ada Team they are very helpful!
What problems is the product solving and how is that benefiting you?
The contact rate.
Recommendations to others considering the product:
All good with Ada Team. They are very helpful and their recommendations are insightful. We found the perfect partners!
Scale your support with minimal cost
What do you like best about the product?
The team at Ada has been incredibly collaborative and very responsive to feedback. We've been able to (and continue to) heavily personalize the service experience for our users and optimize it. It's a much softer touch than other self-service tools out there.
What do you dislike about the product?
There is still limited reporting functionality for drilling down and filtering. Building a great bot still takes a lot of time, and part of that is the learning curve getting up to speed on Ada's dashboard. We've had the embed script break on us multiple times, without knowing that the team at Ada made updates on their end. Communication on that front has been a bit lacking. It's important to design a bot around a brand and if we can't get that communication, there should be more options to customize the native bot experience. We still can't do everything we want to do with the embed script.
What problems is the product solving and how is that benefiting you?
Reducing the time it takes users to get an answer and automating service. We're still learning and looking into expanding the role that chatbot plays. We're working on making the bot more actionable, allowing users to take action directly through the bot and find out more information about their account.
Ada is great!
What do you like best about the product?
- The customer success management is really good. We have follow up meetings every months and we always great insights and improvement tips.
- The tool is very easy to implement and to use on the admin side.
- It's also very easy to use on the final user side.
- The answers are multilingual and there's automated translation, which is really great.
- We get useful insights on the admin side and it's very easy to improve the bot's comprehension and answers
- The tool is very easy to implement and to use on the admin side.
- It's also very easy to use on the final user side.
- The answers are multilingual and there's automated translation, which is really great.
- We get useful insights on the admin side and it's very easy to improve the bot's comprehension and answers
What do you dislike about the product?
We've had a really positive use of Ada so far. They're nothing we can complain about.
What problems is the product solving and how is that benefiting you?
We had a very busy support team, mainly because of direct chat. They couldn't spend time on other valuable tasks.
Now we have a great retention rate and they have much more time for those other tasks.
Now we have a great retention rate and they have much more time for those other tasks.
Recommendations to others considering the product:
It's a great tool with great customer success management.
If you have a lot of incoming support requests from your users, the chatbat is an excellent product that will help you save time and make your users happy.
If you have a lot of incoming support requests from your users, the chatbat is an excellent product that will help you save time and make your users happy.
Great communication and easy to work with!
What do you like best about the product?
They are very helpful. They always answer us in a timely manner. They are also very forthcoming whenever we have some challenges or concerns.
What do you dislike about the product?
There are some reporting that is not yet available in their dashboard that is very essential for us to understand our data. We also need help in some integrations like FB Messenger.
What problems is the product solving and how is that benefiting you?
For a company like us who just started with bots, Ada was able to help us provide that great experience - for our customers and our team members. It is very easy to understand and use, for anything else, Ada's team is always there. Kudos to them!
Recommendations to others considering the product:
Ada is good in providing recommendations, but you need to be specific to be successful. Having touchpoint meetings with brainstorming of ideas helped us with implementation and even now that we are live.
Ada: User Friendly, Nimble, Easy to Learn
What do you like best about the product?
The ease of use and learning with the interface, helpful and friendly support from the Ada side, willingness to work to support our specific needs, ease of training
What do you dislike about the product?
Cannot custom build some scenarios for individual use-case, some difficulty managing/understanding analytics
What problems is the product solving and how is that benefiting you?
-Streamlined our customer service
-Enabled customers to be more self-sufficient
-Saved real agent hours to use on more high-level/escalated cases
-Enabled customers to be more self-sufficient
-Saved real agent hours to use on more high-level/escalated cases
Recommendations to others considering the product:
Ada is incredibly easy to learn to use and train, and if you are willing to put in the work to build it out, you can achieve great results!
Excellent for supporting an existing CX department and enabling customers to be more self-sufficient, and reduce agent hours needed.
Excellent for supporting an existing CX department and enabling customers to be more self-sufficient, and reduce agent hours needed.
ADA has been an amazing service that has alleviated a majority of the worklad!
What do you like best about the product?
It simplifies the workload of our technical support team and alleviates a lot of customers from the trouble of having to reach out to our team with their information requests.
The most helpful thing about ADA is how quickly it responds to our customers and that our customers sometimes even think they are talking to a real person. It provides excellent customer service experience for anyone looking to have easy questions solved.
Another upside to ADA is how easy the interface is to input questions and answers. We had tried multiple other services, but found ADA to be the easiest and most user friendly interface for both the company and our customers. ADA is a fantastic service and would purchase again and recommend to anyone.
The most helpful thing about ADA is how quickly it responds to our customers and that our customers sometimes even think they are talking to a real person. It provides excellent customer service experience for anyone looking to have easy questions solved.
Another upside to ADA is how easy the interface is to input questions and answers. We had tried multiple other services, but found ADA to be the easiest and most user friendly interface for both the company and our customers. ADA is a fantastic service and would purchase again and recommend to anyone.
What do you dislike about the product?
Ada is a great service, but unfortunately we do run into some issues.
The least helpful thing about Ada is when it incorrectly recognizes the issue that the users are reaching out about. We have noticed that sometimes, our customers get extremely frustrated with how the ADA bot communicates/answers some of their questions that are either typed incorrectly/misspelled/or just improperly worded.
A downside to ADA would also be how sometimes it does not update our inputted information quick enough to match our product releases. Other than that the service has been tremendous and we would recommend it to anyone who needs an ADA service.
The least helpful thing about Ada is when it incorrectly recognizes the issue that the users are reaching out about. We have noticed that sometimes, our customers get extremely frustrated with how the ADA bot communicates/answers some of their questions that are either typed incorrectly/misspelled/or just improperly worded.
A downside to ADA would also be how sometimes it does not update our inputted information quick enough to match our product releases. Other than that the service has been tremendous and we would recommend it to anyone who needs an ADA service.
What problems is the product solving and how is that benefiting you?
As a growing company and being acquired by an even bigger company, we have noticed an influx of customers. We are also releasing two big new application updates which are going to increase the amount of new users we must attend to.
Using ADA will help alleviate a majority of this workload because we can input generic questions/answers that would resolve the basic issues that we can expect our new and existing customers to experience.
Through the implementation of ADA, I can give monthly statistics, ADA has managed and saved us over 2,000 tickets from being created every month. This alleviates alot of the work for our department and allows us to focus on bigger / more difficult issues that customers inquire about.
Using ADA will help alleviate a majority of this workload because we can input generic questions/answers that would resolve the basic issues that we can expect our new and existing customers to experience.
Through the implementation of ADA, I can give monthly statistics, ADA has managed and saved us over 2,000 tickets from being created every month. This alleviates alot of the work for our department and allows us to focus on bigger / more difficult issues that customers inquire about.
Recommendations to others considering the product:
ADA is a great service for any company that is growing quick and needs to handle an influx of new users, it is extremely user friendly and easy to implement
Absolutely amazing
What do you like best about the product?
Ada has handled most interactions with our customers, saving so much time for the agents to take care of the issues that need the most attention. We pride Ada as if it were another human working with us. The more attention we put towards the backend, the more it helps our whole team of Technical Support agents.
What do you dislike about the product?
The only issue is having to do the tedious work to make Ada work effectively. However, this is needed in order for Ada to do its magic. We do spend a lot of time working on the answers and questions on the back end. This also has to be updated on a daily to weekly basis to reflect any new issues or features that we have within our products. When we are focused on Ada, it takes time away from the customers that need to be responded to, which is our main priority.
What problems is the product solving and how is that benefiting you?
We though the Technical Support team was the front line of a company. However, Ada is actually the frontline of TS. Ada handles the bulk of our requests before they ever reach an agent. This gives us time to get all the necessary information to assist a user and also gives us the time to handle the request with extreme quality. The greatest benefit of Ada is the fact that we are able to create our chatbot exactly how we need it to work. It is so customizable and easy to flow through. Also, one of the greatest benefits is the fact that our customers are able to get support at any time. Even when agents are unavailable, customers can still get support, which is the greatest problem that we are able to solve.
Recommendations to others considering the product:
If I had to give advice to others, I would say to not even waste time looking for another chatbot. Ada seriously helps so much!
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