Ada - AI Agent
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A strong growing partnership for two startups.
What do you like best about the product?
The ability for users to self-solve. The ability to make seamless updates by an agent without involving extensive involvement from our developers.
What do you dislike about the product?
Current limited search functionality for bot management.
What problems is the product solving and how is that benefiting you?
Currently working on deeper personalization for a stronger customer experience, and more solvability from within the but before escalation.
Positive results driven lead by an engaged ACX team.
What do you like best about the product?
The support provided by the ACX team was superb. There was prompt responses to questions that were asked and the guidance provided helped me become self sufficient in the creation and training of future answers. Once the bot was set up, they provided suggestions on additional answers needed based analysis of answers that were not recognized.
The other feature that I liked was the ease of use found in the chatbot set up. The UI is a drag and drop with the ability to move sections around, even after they are initially set up. The training of answers from questions that are not understood is as simple as looking at the statement that was made and selecting the appropriate answer and hitting the "train" button. A new feature has also been added that allows you to transfer training from one answer to another with just a click.
The ACX team at ADA has quarterly updates that highlight new features and improvements. There is also a community that you can ask your peers what their experiences and best practices are.
The other feature that I liked was the ease of use found in the chatbot set up. The UI is a drag and drop with the ability to move sections around, even after they are initially set up. The training of answers from questions that are not understood is as simple as looking at the statement that was made and selecting the appropriate answer and hitting the "train" button. A new feature has also been added that allows you to transfer training from one answer to another with just a click.
The ACX team at ADA has quarterly updates that highlight new features and improvements. There is also a community that you can ask your peers what their experiences and best practices are.
What do you dislike about the product?
The initial pricing was higher than we could accept for a sustainable ROI. There was a good amount of negotiating needed to get to a place were it was affordable and the ROI would be realized in a relatively short amount of time. It would be better if the initial entry point would be lower without the need for negotiation.
What problems is the product solving and how is that benefiting you?
We have greatly reduced the live chat volume on a monthly basis. Email ticket volume has reduced slightly. ChatBot does provide another avenue for our subscribers to self service 24 hours a day.
Recommendations to others considering the product:
Ada is a well developed product that has the user experience as well as the end customer in mind. The administrative interface is easy to use and intuitive to learn. The ability to embed video and external links heightens the customer experience. The Support team knows their product and roles to get the most out of a custom chatbot experience based on the business' needs. They will suggest how to give the bot a personality that exemplifies the brand that you are presenting.
The chatbot product has been a great asset to The Boston Globe
What do you like best about the product?
The ADA team was very professional and guided us through analysis and setup of our chatbot. The process was seamless and we hit all of our implementation target dates.The ADA team provided a great onboarding experience
What do you dislike about the product?
I can honestly say that from my perspective there was not anything that could be improved upon.
What problems is the product solving and how is that benefiting you?
Chat bot has reduced the number of our live chats by over 65%. We will be looking and other ways to use chatbot to retain subscribers and promote our products.
Recommendations to others considering the product:
I would highly recommend the ADA group if you are interested in implementing Chatbot for your organization. They are professional and and a pleasure to work with
Easy and versatile!
What do you like best about the product?
Compared to our latest chatbot provider, ADA means versatility and efficiency. With an extremely easy-to-use platform, ADA makes chatbot building easy. New features are also constantly being added. There are so many that you may struggle to even find use to all of them.
What do you dislike about the product?
So far, the only downside we've faced since implementing ADA on our website was a connectivity issue with Zendesk's chat platform. As we currently have them both integrated, there are still a few small hiccups here and there. Despite that, using ADA is still an extremely pleasant experience.
What problems is the product solving and how is that benefiting you?
Thanks to ADA, we have reduced the staff necessary to cover our online chat platform, allowing the budget to be redirected to other areas. Time was also saved in making amendments in the bot's backstage, which is considerably easier than the previous chatbot provider we used.
Recommendations to others considering the product:
ADA is undoubtedly amongst the best chatbot providers out there. Having had previous experience with other companies, we are confident that we have chosen the right people by switching over to ADA.
A powerful marketing platform specialised for marketing/Advertisement.
What do you like best about the product?
By this tool you can handle all your marketing strategies all in one platform. Whatever you are dealing with other channels you can all deal it here. You have got chat bots here where you can discuss your problems easily and openly with and anybody who uses it can helps you find the solution for it.
What do you dislike about the product?
I don’t find anything problematic with the tool.
What problems is the product solving and how is that benefiting you?
This tool helps you in making your customers well busy and engaged with your awesome marketing strategies which you can handle all in one. This customer self service is great and very useful.
Recommendations to others considering the product:
A great tool with amazing setup and great functionality. Its marketing strategies are amazing that helps you get better and more productive for your customers and users. It is extremely good in use and very user-friendly. It also saves your time so it is all in all great.
Easy to use interface and reporting in a sophisticated multilingual chatbot
What do you like best about the product?
Ada speaks all the languages our customers speak! We have the option to use their autotranslation of our English text or put in our own translations. Building answers and training is so easy in their UI. They recently make huge improvements to their reporting system so we can pull data reports on usage, engagement, and satisfaction really easily. Ada integrates with our chat and ticket system Zendesk, providing a seamless experience for both agents and customers. Ada is also very interested in our feedback and constantly improving their system.
What do you dislike about the product?
Ada can only be trained in English right now, so making sure the correct Chinese answers come up can be very difficult.
What problems is the product solving and how is that benefiting you?
Ada allows us to put self-help resources in front of chat, allowing us to give customers quicker answers to easy questions 24/7.
Ada, simple, smooth, superb!
What do you like best about the product?
How simple is to create a content is just amazing. A huge difference with other companies is also how reachable they are and how much feedback they provide to make the best out of their product.
What do you dislike about the product?
Little I can say here. It's a pity that to integrate with Zendesk, you gotta have the Enterprise plan. That kinda makes it quite pricey, but I guess that more a limitation with Zendesk than with Ada itself.
What problems is the product solving and how is that benefiting you?
Our customers stopped waiting to be served! We are also getting tons of reliable and useful data that we can use on our day to day work.
Recommendations to others considering the product:
Ensure you got Zendesk Enterprise Plan!
Helpful and Easy to use
What do you like best about the product?
The platform is super easy to use. We love that we can update and change the bot whenever we are ready.
What do you dislike about the product?
Sometimes I find the bot is not as smart as we would hope. I think that it can improve it's learning without having to train every aspect of it.
What problems is the product solving and how is that benefiting you?
We are solving the problem of 24/7 support. We only have a 9-5 team and the bot helps us make sure we are answering questions when we are not on.
Recommendations to others considering the product:
Utilize their team in support for setting up the initial questions.
Easy as...!!!
What do you like best about the product?
Having worked with other chatbot providers I can say without a doubt that using Ada is amazingly simple. Intuitive and clear. Communication with Ada is as fluent as one can wish!
What do you dislike about the product?
One of our most valued features with Zendesk was the thumbs up thumbs down rating linked to our Customer Service Agents. Ada does not offer (now) any kind of tool to get reports on how our agents perform. In other words, the ratings given upon closing a chat conversation are not linked to a person. That kinda limits our performance assessment.
What problems is the product solving and how is that benefiting you?
Immediate customer service to our customers worldwide, 24/7/365. Analytics are being also very helpful when trying to understand our customer's struggles.
Recommendations to others considering the product:
Make sure you got Zendesk Enterprise accounts if you are integrating!!!
Intuitive and efficient!
What do you like best about the product?
Having had previous experience with chatbots, I can say ADA's interface is undoubtedly the most intuitive, efficient and modern I've ever worked with. Creating answers or decision trees as well as changing chatbot functionalities is as easy as it can be! The native Zendesk integration available is also a great plus, which was extremely easy to set up, and got us going in no time!
What do you dislike about the product?
The analytics section, although quite robust, could be improved, giving clients the option of seeing additional numbers and statistics. ADA's team however, is always willing to help you get further relevant information "outside the platform". Due to the fact that the Zendesk "ADA Glass" integration is a relatively new feature, it still has its teething problems. The ADA team however, is looking hard on investigating and solving these hiccups, recommending interim workarounds along the way.
What problems is the product solving and how is that benefiting you?
As a company which works with customers from all over the world, we are now able to provide multilingual assistance without the need of translating every single content/answer. Instead, we have the option of fixing small automatic translation hiccups in specific answers.
Recommendations to others considering the product:
When looking to combine ADA's chatbot with a live chat platform, I would recommend going for the Zendesk Chat integration. Despite its teething problems due to the recent launch, ADA is headed the right direction!
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