Ada - AI Agent
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Easy to understand and work with!
What do you like best about the product?
- Easy to integrate with other systems
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate
What do you dislike about the product?
- I find that the reports/statistics are a bit tricky to understand, or fully accurate
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language
What problems is the product solving and how is that benefiting you?
- Customer service 24/7, we don't need extra employees working evenings since Ada can support them with most common questions (does not apply during peak season).
- Above also increases our customer experience
- Above also increases our customer experience
Working with an AI BOT
What do you like best about the product?
It can be super simple to get started with low code requirements, their nack for evolution
What do you dislike about the product?
Limitations with integration into systems
What problems is the product solving and how is that benefiting you?
Ada is providing our customers an additional channel for support and answers to their issues. The benefits are that there's 24/7 support for customers for whichever query they may have.
Easy Implementation and Maintenance & Excellent Client Service
What do you like best about the product?
The monthly communication and implementation team are best in class. Setting up our bot was an incredibly enjoyable process with an excellent dedicated guide from ADA. Couldn't have asked for more in the implementation. The ongoing monthly support and availability for questions has been like no other vendor experience.
What do you dislike about the product?
We've yet to experience a downside, even things we are hoping for improvement on are accounted for and circled back with a product roadmap or other update
What problems is the product solving and how is that benefiting you?
Helping with first line responses leveraging FAQs where people are otherwise not willing to read through the full FAQ. Also providing intake points for specific data so when the inquiry gets to a rep we are starting with full information.
I recommend ADA here's why
What do you like best about the product?
How customizable flows and answers are. The ability to use API customizations and integrations to gain insights and capabilities with your sites and internal data.
What do you dislike about the product?
Too little data can be pulled by some API calls or Integrations. For example, Zendesk Dashboard. ADA can't see the status of chatters or how many chats they currently have, making assigning conversations to multiple groups difficult.
What problems is the product solving and how is that benefiting you?
Creating self-serve opportunities is of great importance to our business. It reduces agent engagement, and attempted troubleshooting with the bot reduces interaction time when it does reach a live agent.
Working with Ada has been great!
What do you like best about the product?
Their team is helpful when collaborating and trying to develop creative solutions. As the primary builder at Smith, I find it easy to work with the program and use new features.
What do you dislike about the product?
Not a whole lot. They work on updating any issues pretty quickly and are always receptive to feedback I share in our calls. I appreciate all the features, and any that aren't so useful to us are easy enough to turn off.
What problems is the product solving and how is that benefiting you?
Site navigation, self-service, inquiry tracking, and knowledge based responses that would typically need to come from our team can be handled in an expedited fashion 24/7.
The best!
What do you like best about the product?
Ada is extremely user-friendly and their team is always helpful. They're also really great about innovating on their core product and listening to client feedback to produce new features.
What do you dislike about the product?
There isn't much I dislike - I look forward to more integrations and more features.
What problems is the product solving and how is that benefiting you?
Ada helps us solve common customer issues quickly and at high volume, deflecting easy solves from landing on our support team's lap. We've been able to engage with more customers.
Great tool for codeless chat implementation
What do you like best about the product?
Gives you a lot of flexibility as answers can be built and changed fast
you can automate customer interactions easily and improve based on the data you get back
team is super helpful
the NLP works great
you can automate customer interactions easily and improve based on the data you get back
team is super helpful
the NLP works great
What do you dislike about the product?
the building experience can be improved - some of the UX is not very intuitive
we need more components in Ada to be able to build different experiences, like a searchable list block for example
more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into
we need more components in Ada to be able to build different experiences, like a searchable list block for example
more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into
What problems is the product solving and how is that benefiting you?
Users can self-serve and find the answers about our products. Furthermore they can do actions thourgh the chatbot, which are integrated with our backend systems.
Great if you use Zendesk or Salesforce, otherwise look elsewhere
What do you like best about the product?
Ada's onboarding team and customer success team are great. They will help you build your dream environment to the best of their ability.
What do you dislike about the product?
After building out our instance we found out that Ada does not support all of the feature sets that it advertised just because we do not not use Salesforce or Zendesk. Even our implementation team was surprised by this. Something as simple as passing over an image in chat is not supported because we use Kustomer.
What problems is the product solving and how is that benefiting you?
We were trying to reduce agent touch points and reduced handle time, but due to Ada not supporting images, the created the opposite effect.
We are absolutely head over heels for ADA (the tool and support that comes with it)
What do you like best about the product?
Fairly easy UI when it comes to creating answers, training answers, report finding, etc. We also love our success manager who has our best in mind and it is very obvious that he spends his time reviewing our product, our workflows, upcoming releases, etc. to help us best prepare ADA for member volume.
What do you dislike about the product?
Some downside are the lack of customization of reports on our end. There are plenty of pre-generated reports within ADA but our asks are quite specific and so the lack of customization there leads us to try to piece together a manual report vs. an automatically generated one.
What problems is the product solving and how is that benefiting you?
Our day-to-day volume is quite high and ADA is catching all the simpler, one-touch interactions (up to 69% of them are contained). That allows our agents to focus on the tougher cases that require escalation and a deeper investigation.
Review
What do you like best about the product?
It is customizable and it is user-friendly.No-Code / Low-Code Design
You don’t need to be a developer to build or update chatflows.
Teams can easily set up responses, decision trees, and logic through a visual interface.
Powerful Integrations
Works well with systems like Zendesk, Salesforce, Shopify, and internal CRMs.
Lets customers get account info or submit tickets without switching platforms.
Omnichannel Capability
Ada can run on web, mobile apps, social media (Messenger, WhatsApp), or SMS — with a consistent user experience across all.
AI + Natural Language Understanding (NLU)
Can understand how users phrase questions differently (e.g., “block my account” vs. “deactivate my wallet”).
Learns over time from interactions, improving accuracy.
Scalable for High Volume
Can handle millions of interactions simultaneously, useful for companies like GCash with huge user bases.
Customizable User Journeys
Businesses can tailor flows — like ID verification, balance check, or ticket creation — to match their exact process and tone.
Real-Time Handoff to Human Agents
Smoothly transfers complex issues to a live agent in Zendesk or another CRM without losing chat history.
Analytics & Reporting
Offers dashboards showing metrics like resolution rate, deflection rate, and common queries — helping improve automation coverage.
Security & Compliance
Enterprise-grade encryption and data privacy features suitable for fintech and banking environments.
Multilingual & Localization Support
Can understand and reply in multiple languages, including Taglish, which is particularly useful for Philippine customers.
You don’t need to be a developer to build or update chatflows.
Teams can easily set up responses, decision trees, and logic through a visual interface.
Powerful Integrations
Works well with systems like Zendesk, Salesforce, Shopify, and internal CRMs.
Lets customers get account info or submit tickets without switching platforms.
Omnichannel Capability
Ada can run on web, mobile apps, social media (Messenger, WhatsApp), or SMS — with a consistent user experience across all.
AI + Natural Language Understanding (NLU)
Can understand how users phrase questions differently (e.g., “block my account” vs. “deactivate my wallet”).
Learns over time from interactions, improving accuracy.
Scalable for High Volume
Can handle millions of interactions simultaneously, useful for companies like GCash with huge user bases.
Customizable User Journeys
Businesses can tailor flows — like ID verification, balance check, or ticket creation — to match their exact process and tone.
Real-Time Handoff to Human Agents
Smoothly transfers complex issues to a live agent in Zendesk or another CRM without losing chat history.
Analytics & Reporting
Offers dashboards showing metrics like resolution rate, deflection rate, and common queries — helping improve automation coverage.
Security & Compliance
Enterprise-grade encryption and data privacy features suitable for fintech and banking environments.
Multilingual & Localization Support
Can understand and reply in multiple languages, including Taglish, which is particularly useful for Philippine customers.
What do you dislike about the product?
1. Limited “True AI” Capabilities
Ada uses pattern-based understanding (NLU) rather than full generative AI.
It recognizes intent and keywords well, but it can’t fully “converse” freely like ChatGPT.
Complex or unexpected phrasing may still confuse it unless trained specifically.
2. Requires Strong Maintenance
To keep accuracy high, Ada needs continuous training and content updates.
If intents, flows, or keywords aren’t regularly reviewed, the bot can misroute or give outdated answers.
3. Dependent on Scripted Flows
Most of Ada’s responses are predefined, so it can’t reason dynamically.
It follows decision trees — if a user goes off-script, Ada may fail to recover or get “stuck.”
4. Limited Context Memory
Ada can recall the current conversation but doesn’t retain long-term user context (e.g., what the user said in past chats).
This limits personalization unless connected to a CRM or database.
5. Integration Complexity
While it integrates with Zendesk, Salesforce, etc., setup can be complex and time-consuming.
Errors in API configuration can cause ticket syncing or data handoff issues.
6. Analytics Depth
The built-in analytics dashboard gives general data (volume, resolution, escalation),
but advanced insights (like user sentiment or root cause analysis) require third-party tools or exports.
Ada uses pattern-based understanding (NLU) rather than full generative AI.
It recognizes intent and keywords well, but it can’t fully “converse” freely like ChatGPT.
Complex or unexpected phrasing may still confuse it unless trained specifically.
2. Requires Strong Maintenance
To keep accuracy high, Ada needs continuous training and content updates.
If intents, flows, or keywords aren’t regularly reviewed, the bot can misroute or give outdated answers.
3. Dependent on Scripted Flows
Most of Ada’s responses are predefined, so it can’t reason dynamically.
It follows decision trees — if a user goes off-script, Ada may fail to recover or get “stuck.”
4. Limited Context Memory
Ada can recall the current conversation but doesn’t retain long-term user context (e.g., what the user said in past chats).
This limits personalization unless connected to a CRM or database.
5. Integration Complexity
While it integrates with Zendesk, Salesforce, etc., setup can be complex and time-consuming.
Errors in API configuration can cause ticket syncing or data handoff issues.
6. Analytics Depth
The built-in analytics dashboard gives general data (volume, resolution, escalation),
but advanced insights (like user sentiment or root cause analysis) require third-party tools or exports.
What problems is the product solving and how is that benefiting you?
Self Service support deflecting ticket inflow
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