Ada - AI Agent
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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.
Wonderful Chat Bot
What do you like best about the product?
Very easy to set up and use. When properly integrated, it saves a lot of money on automating consumer interaction.
What do you dislike about the product?
Takes a little time to understand and get integrated.
What problems is the product solving and how is that benefiting you?
We have saved a lot of money with less
I love working with Ada!
What do you like best about the product?
Ada's chatbot tools have been a huge help in deflecting customer service tickets, and helping to better provide our users with self-serve options without having to write in to support.
What do you dislike about the product?
We have not found anything missing from the currently available products, but we do very much look forward to the additional integrations planned for Twitter DMs.
What problems is the product solving and how is that benefiting you?
Ada has helped us to deflect unnecessary customer service tickets when self-serve options exist for the users through links to FAQ articles and/or other self-serve tools that are available to our users without having to write in and wait for a reply.
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.
Really collaborative company
What do you like best about the product?
The people on each team are easy to work with. They are knowledgeable, personable and friendly.
What do you dislike about the product?
The amount of training is no small feat and requires a lot more bandwidth than I accounted for during and post-implementation. In addition, recreating content in both the bot and help center is not the most efficient.
What problems is the product solving and how is that benefiting you?
The Ada bot helps us keep our support team size smaller, and absorbs the seasonality of our business needs, while offering some support 24 x 7.
Recommendations to others considering the product:
Carefully consider how much bandwidth your team(s) have to dedicate to bot training, and if a chatbot is in your future, definitely consider Ada as your solution.
The ADA team has been nothing but phenomenal!
What do you like best about the product?
- The dedication from the ADA team for always being there to help out whenever necessary and providing tips/suggestions for troubleshooting and chatbot improvement.
- The ability to customize the message according to the response from the internal APIs.
- The continuous innovation/improvement on the platform.
- The ability to customize the message according to the response from the internal APIs.
- The continuous innovation/improvement on the platform.
What do you dislike about the product?
- Does not have a staging environment for testing and A/B test with a different set of training questions.
- Lack of personalization capability (e.g. personalized the quick replies for each user).
- Answer-Utilities block seems to fail quite often at a certain period of the day.
- Lack of personalization capability (e.g. personalized the quick replies for each user).
- Answer-Utilities block seems to fail quite often at a certain period of the day.
What problems is the product solving and how is that benefiting you?
- Churn reduction.
- Dissatisfaction rate.
- Reduce the need to speak with an agent.
- Dissatisfaction rate.
- Reduce the need to speak with an agent.
The Ada CX team is one of my favourite teams to work with. I wish the platform was more robust.
What do you like best about the product?
The team are really helpful and engaging. They're focused on our success, and they're available when we need them (for the most part). They receive feedback well, and are good partners.
What do you dislike about the product?
The platform itself is less robust (lots of things break, and they break often enough for it to create disruptions to our business), and I don't feel like it's super innovative/proprietary. I wish there were cooler feature sets that would surprise and delight our customers - we would lean in more to the platform if there were.
What problems is the product solving and how is that benefiting you?
Operations and customer contacts at scale. We use the platform to handle low-level customer queries, instead of needing an agent to handle them. Orginally, Ada also allowed us to be operative 24/7, however we have upgraded our Customer Care model to be 24/7, so this is no longer only an Ada piece for us.
and & all use
What do you like best about the product?
Essentially does the job of many task. and always very very consistent. Very reliable.
What do you dislike about the product?
time consuming to set up, but can understand why
What problems is the product solving and how is that benefiting you?
consistent answers.. can always depend on it
Recommendations to others considering the product:
nothing compares if you want something reliable and consistent
Great chatbot!
What do you like best about the product?
Ease of editing answer. The fact that there are many options to play with (conditionals, variables, redirects, etc.)
What do you dislike about the product?
The fact that there's no way to clone answers for easier editing of multiple similar answers.
What problems is the product solving and how is that benefiting you?
Trying to contain more traffic in the chatbot. It's working, a lot of questions are contained already; planning to invest a lot more work in this.
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