Ada - AI Agent
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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!
Uplift and Ada = match made in AI Heaven
What do you like best about the product?
The numbers. They don't lie. We love the analytics and seeing what information is working for our customers.
What do you dislike about the product?
The set up was a little daunting at first, but the Ada team helped every step of the way.
What problems is the product solving and how is that benefiting you?
Ada has saved our support team countless working hours and allowed them to better the bot with that extra time. We are looking to add another bot in the near future.
Recommendations to others considering the product:
Team Ada has been unbelievable. What they don't know, they find out. What they say they will do, they do.
Industry Leading Customer Success
What do you like best about the product?
The support provided is industry leading! Ada's Customer Success Team is knowledgable, fast to act, and always willing to go above and beyond to assist!
What do you dislike about the product?
Something that I struggle with is keeping track of my bot responses. It would be incredibly useful to have a feature that maps out your answers so you can easily see which answers are linked to each other!
What problems is the product solving and how is that benefiting you?
Ada acts as our first tier of support for our customers. Many of their questions can be answered by the bot, and if additional help is required, Ada can hand off the conversation to one of our live chat agents, providing a summary of the issue to the agent for context!
Consistently impressed and very well supported
What do you like best about the product?
The technology is thorough and works very smoothly, but the attentive support by our account manager and their technical team sets the entire experience apart. It has also allowed us to optimize the extensive help documentation that we have created for our users, something that had been previously ignored. Their team is very attentive to our personal needs and is great at focusing on the elements of their capabilities that apply most to us.
What do you dislike about the product?
We haven't experienced any problems or challenges that weren't either totally reasonable or solved promptly. When we have had challenges, they have been promptly addressed by either our account manager or a technical expert within the company. Ada is easy to recommend for anyone with the motivation to set up and maintain it.
What problems is the product solving and how is that benefiting you?
We have an extensive self-service help section, but our users rarely take the time to access it. Ada has provided a real-time support net to make sure our users are taking advantage of our self-service resources and freeing up our human support team to handle complex and creative problems. Ada also allows us to provide a more real-time experience to users when our live support is unavailable due to limited scheduling during slow seasons or extreme volume during busy seasons.
Recommendations to others considering the product:
Take plenty of time with set up and strategize a structure to your responses before you begin. Start simple and make things more complex slowly over time to avoid working yourself into any tangles.
Ultimate Marketing implement
What do you like best about the product?
The upsides of using Ada are the tools it gives you to create and your activities.
What do you dislike about the product?
There are no downside to using ada. It is very useful!
What problems is the product solving and how is that benefiting you?
Ada has impacted my work by helping engage customers and clients.
Recommendations to others considering the product:
You cannot rely on implementing social network in this mobile device. I hope they add this feature in the future.
Great product good company
What do you like best about the product?
The customer service with this company is great
What do you dislike about the product?
Time it took to obtain the initial information requested
What problems is the product solving and how is that benefiting you?
It has helped us integrate many different programs.
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