Ada - AI Agent
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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.
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!
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