Ada - AI Agent
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Ada has made every day interaction with customers more efficient and less cumbersome.
What do you like best about the product?
Being able to train and customize the bot.
What do you dislike about the product?
Ada sometimes finds difficulties know what the customer says, and its speech pathing can easily be tripped up.
What problems is the product solving and how is that benefiting you?
Ada is used to provide knowledge into our products, and provides a first essential step for our users.
Recommendations to others considering the product:
Its a great product.
Ada is the best addition to our support suite!
What do you like best about the product?
The most helpful part, in my opinion, is the fact that Ada can be trained to interact with customers, which ensures accuracy with the solutions that are being given.
What do you dislike about the product?
I can't really think of any downsides at the moment. We've had a very hands-on relationship with Ada and they've been able to guide us in our experience and have made significant strides in new additions to the product.
What problems is the product solving and how is that benefiting you?
We've been able to identify many issues with our products which have enabled us to quickly release fixes and updates, allowing us to save customers from discontinuing our services.
Recommendations to others considering the product:
If you are looking for a chatbot assistant to serve your customer's needs while allowing your support staff to focus on higher priority interactions with your customers, look no further.
Easy navigation, edit but room for improvement :)
What do you like best about the product?
Ada is very straight forward when it comes to editing and adjusting articles. You don't need to have a background in tech/coding to figure out how it works - making it that much easier to adapt to your own site/platform
What do you dislike about the product?
I do wish that Ada's metrics would become more sophisticated and in-depth. Often times, I feel that the metrics are only showing the overall trend but not the core that's creating the trend.
What problems is the product solving and how is that benefiting you?
Reducing overall ticket volume but also making our customers more self-efficient!
Recommendations to others considering the product:
If you are looking for ways to reduce number of inquires for super easy and quick answers, ADA is a good option to consider.
Ada helps us support 90M users a month- faster!
What do you like best about the product?
One of the best thing that I like about Ada is how well their CX team operates. They're always available whenever we have any questions, very easy to contact and always on top of getting back to us. We have monthly meetings where they introduce new features, walk us through the roadmap and sometimes even invite us to beta test new features they're looking to implement. They're always on top of feedback which shows with how rapidly the product as grown and transformed, and if we have any questions they can always tell us if it's in the works of the roadmap, and if not they'll always make a note of it for the product team. They've even invited us to the office a few times, and taken us out to lunch! It's great to see how much they're listening!
What do you dislike about the product?
The bots training is very manual, and there is a lot of initial work that needs to be done to make sure that the bot is working with a high satisfaction rate. Once the work has been put in, the bot works very well and can pick up on answers, but especially with multi-lingual, the training can get clogged with multiple languages and distort the clarity if you're not on top of maintenance.
What problems is the product solving and how is that benefiting you?
The benefits would definitely be saving out Support agents time- we have a monthly user base in the tens of millions and so having a small team support millions of users on a monthly basis can be challenging. By taking the basic usability questions off our hands and help answer simple questions that would result in one-touch tickets, the team can work on larger projects to improve the overall experience.
Recommendations to others considering the product:
Ensuring that there is enough time carved out to implement and continued maintenance of the bot will definitely help with the success.
The future of customer service
What do you like best about the product?
Reduction in ticket submissions that do not need to be answered by an agent, there are a lot of enhanced features that can personalize and automate bot actions. This in turn impacts my team's ability to focus on more critical strategic goals.
What do you dislike about the product?
There are issues with understanding how best to measure success and track the impact of training the bot. There is so much data available but it the measuring tools aren't as specific in some places.
What problems is the product solving and how is that benefiting you?
Reducing ticket volumes and controlling information provided by users who need to speak with a live agent. Ada is a way to deflect and filter issues so that agents have better context for an inquiry or issue.
Recommendations to others considering the product:
Ensure you have completed some training on how to use the bot. Measuring success is different for all clients but make sure you create a good format for how your UX will appear for users.
Positive Experience
What do you like best about the product?
The support of their team and willingness to work with you to accomplish strategic goals. Also the sophistication of the bot training system and process.
What do you dislike about the product?
Nothing comes to mind except it would be great to have a native conversion tracking tool since they position themselves as a revenue driving tool as well as traditional support, but this is likely just not the focus for them right now.
What problems is the product solving and how is that benefiting you?
Reducing noise and low level inquiries so human agents can be better used in escalations and drive sales
Improves customer and agent experience guaranteed
What do you like best about the product?
Very friendly user interface for creating new answers. Great integrations with major CRM and ticket systems like Zendesk. The direct integration with Zendesk makes it possible to have seamless switching between the chatbot and live agent. Outside business hour the question will be routed to the correct department with correct forms and tags to maximize the efficiency of agents time and get better data insights.
Multi-channel compatible as in Facebook and WhatsApp.
The analytics view is getting better every year to understand which answers need attention, subjects missing answers and understanding of engagement.
Great community with the possibility to get in direct contact with developers. By directly co-developing with the community the developers know which features are the most important for them right now while maintaining their own vision of the platform. Monthly updates are rolled-out with an explanation of the developer creating it to give examples of best use cases. The goal is to make a chatbot that knows the problem you have before you know it and Ada is on their way to achieving this ultimate goal.
Multi-channel compatible as in Facebook and WhatsApp.
The analytics view is getting better every year to understand which answers need attention, subjects missing answers and understanding of engagement.
Great community with the possibility to get in direct contact with developers. By directly co-developing with the community the developers know which features are the most important for them right now while maintaining their own vision of the platform. Monthly updates are rolled-out with an explanation of the developer creating it to give examples of best use cases. The goal is to make a chatbot that knows the problem you have before you know it and Ada is on their way to achieving this ultimate goal.
What do you dislike about the product?
The packages are not very transparent. You sign for a certain package with features/ functions. But after a certain feature has been upgraded from the basic form to a form that actually benefits your bot, it occurred multiple times that it became a new package you were required to purchase.
What problems is the product solving and how is that benefiting you?
With Ada we want to improve for the customer:
-Waiting time
-Support in their own language
-Proactive determining their problem/question
-Be available 24/7
-Reduce total handling time
For the business, we want to improve with Ada:
-Customer satisfaction
-Get insights into product problems
-Use for marketing purposes
-Waiting time
-Support in their own language
-Proactive determining their problem/question
-Be available 24/7
-Reduce total handling time
For the business, we want to improve with Ada:
-Customer satisfaction
-Get insights into product problems
-Use for marketing purposes
Recommendations to others considering the product:
Do you use any big CRM or ticket system, Ada got you covered. Within 2 weeks your bot will answer the majority on its own. Build an ACX (automated customer experience) team to upgrade your bot weekly and you will see quick ROI on operations, but also on your agent's happiness to get involved in the process.
Incredible experience with Ada
What do you like best about the product?
We went from contract to quality retention in a few days, and today we only have 1 headcount managing our chatbot. The platform is truly intuitive and they make it so that you don't need tech knowledge to build amazing flows even integrating built APIs from your business into Ada! Simply amazing.
What do you dislike about the product?
I think there is room for improvement adding new channels to the bot functionality such as Whatsapp that is very common outside the US. It is a strong company in the process of building. I know the team is in the process of building this and I am very excited about the next steps! :)
What problems is the product solving and how is that benefiting you?
We have an overall retention of around 60% of our total incoming tickets. Only about 40% get handed off to human. Our chatbot doesnt only provide static info - we also have it going into our database to provide customized information to our customers - Lovely!
Recommendations to others considering the product:
Please take some time to walk through a very specific product demo applied to your website or app, wherever you plan to use it. They can build custom demos so you can see an example of how that would work for you. Ada is a powerful tool and can bring a lot of value if used in the right manner.
Easy to use automation feature
What do you like best about the product?
The ease of using the product without needing to involve developers
What do you dislike about the product?
Still slow to update features as it develops
What problems is the product solving and how is that benefiting you?
Large ticket volume.
Ada Review
What do you like best about the product?
I like the automatic detection that Ada used for assigned answers. If a customer typed in questions that were close enough in exact text to answers we had written, it would still match. I also liked the ease of use via the Ada dashboard. Training new staff on how to use Ada was a breeze because of this.
What do you dislike about the product?
The bot was a bit slow at times. I found that the loading ellipsis were longer than they needed to be. I understand those ellipses were likely what the customer sees as the bot itself loads, but working on loading times might be a beneficial area of focus for the Ada team in the future. Note that we did not stop using Ada because of Ada as a product, but rather for a shift in the direction of the product that we used it for.
What problems is the product solving and how is that benefiting you?
We we're able to bring the support debt on certain campaigns down by up to 90%, which was invaluable for saving us time, costs and resources! Ada also allowed for updates to be made that went live quickly, so we could constantly update the content we needed to convey.
Recommendations to others considering the product:
When using the chatbot, be very fine-tuned in your responses. Cover as much ground as you can to see your support conversion increase.
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