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.
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
Great product
What do you like best about the product?
The ADA software is easy to use and they have a great team supporting you when you are first starting out
What do you dislike about the product?
If they included video tutorials on how to create certain flows it would help a lot!
What problems is the product solving and how is that benefiting you?
It is containing a lot of our live chat volume!
Recommendations to others considering the product:
Great service, allows you to make full use of your employees with the added support of the bot
Helpful platform
What do you like best about the product?
Ada helps contain a large quantity of our customer support teams tickets.
What do you dislike about the product?
I cannot think of anything that I dislike
What problems is the product solving and how is that benefiting you?
Our team is saving time on questions that the bot can easily address
One of the best chat bot I've used.
What do you like best about the product?
The documentation and support is pretty good for ADA. We faced a DOM-related issue, and the support team readily hopped on a call with me and helped me with the issue.
What do you dislike about the product?
There are few bugs that aren't resolved yet(nothing major).
What problems is the product solving and how is that benefiting you?
At any given point of time, whether the user is logged in or not, it guides the user to get the correct information or channel them to customer care.
Happy to have this partnership
What do you like best about the product?
The quick and easy way to set up responses
What do you dislike about the product?
We were unable to copy API test.
it'd be nice if you have a app notifications, payment date calculation and general save and publish button.
it'd be nice if you have a app notifications, payment date calculation and general save and publish button.
What problems is the product solving and how is that benefiting you?
Cancellation account flow! Now our users can cancel their account on the app, so they don't call to us.
Recommendations to others considering the product:
I recommend an Ada as it is an easy platform to set up and manage.
pretty good
What do you like best about the product?
ease really can build and send live quickly
What do you dislike about the product?
some things are difficult due to block limitations
What problems is the product solving and how is that benefiting you?
cs support routing. routing is pretty successful
Excellent Service With Flexible Integrations
What do you like best about the product?
The service is great, but, the easiest part of using Ada is working with their client success team. The rollout and integration were straightforward. Their team members were skilled and worked quikcly and efficiently. The Ada administration tool is easy to use and is very intiuitive to the business user. Customizing the chat icon was easy and changes can be deployed to the site withing seconds.
What do you dislike about the product?
We did have to customize order lookup for our order tracking integration which we were not expecting to have to customize. But, overall, there is very little to dislike about the Ada service. One thing we struggled with after implementing Ada was a staging environment where we could develop and test changes to the bot without it affecting the running production setup. Once we did get a proper staging environment setup there was no longer a blocker to continuing development post launch using our development environment.
What problems is the product solving and how is that benefiting you?
Using Ada, we resolved a large percentage of chat cases before a call center agent ever needed to get involved. Because of Ada our agents now have more capacity to handle more volume across the other channels they work (phone and email). Simply put Ada frees our agents up for more capacity to work other contact channels.
Recommendations to others considering the product:
For anyone that is offering live chat and is struggling with handling the volume Ada can help mitigate some of that volume.
The program is good, but I believe that we can improve some things
What do you like best about the product?
I like the support, I don't have to wait days to get a response. Having a contact channel with the ADA is very good for us.
The tool is intuitive and gives a lot of autonomy to those who don't understand much about programming.
It's easy to use, and you don't need to spend days studying the platform to understand how each feature works.
The tool is intuitive and gives a lot of autonomy to those who don't understand much about programming.
It's easy to use, and you don't need to spend days studying the platform to understand how each feature works.
What do you dislike about the product?
I believe that having a field to write programming language would be cool.
Making some words bold, underline or change color would suit our needs a lot.
Having a customizable dashboard, which really meets what the company needs, would also make everyday life easier.
Making some words bold, underline or change color would suit our needs a lot.
Having a customizable dashboard, which really meets what the company needs, would also make everyday life easier.
What problems is the product solving and how is that benefiting you?
We have a conversation channel within the app.
This is functional because the customer can get immediate answers to his problem.
We can customize as we wish, this ensures better communication with customers.
This is functional because the customer can get immediate answers to his problem.
We can customize as we wish, this ensures better communication with customers.
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