Ada - AI Agent
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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.
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.
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