Ada - AI Agent
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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.
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.
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