Ada - AI Agent
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Ada is very reliable and current.
What do you like best about the product?
Ada speaks everyone's language, including those with no programming experience. It is easy to navigate, create and maintain the bot.
What do you dislike about the product?
Some limitations that the Ada development team is now addressing.
What problems is the product solving and how is that benefiting you?
We can reach more customers with Ada in real-time and provide them with round-the-clock service.
Recommendations to others considering the product:
Build a stronger customer support system with Ada. They are worth every penny.
Amazing Platform and Limitless Potential
What do you like best about the product?
They have created a great platform that allows you to connect and serve your users by giving you the tools to customize your approach and quickly adjust as your business changes. The training they provided is comprehensive and helps to get new users up to speed in managing the answers the bot offers. They offer various solutions to allow both internal and external users to solve both simple and complex problems. Integrating into other systems makes the sky the limit on how you set up to serve your users.
What do you dislike about the product?
Starting can be a bit overwhelming due to the platform's potential, and the wide variety of options you have avalible takes a bit of time. The investment into learning all the system rules and layout is well worth it in the end.
What problems is the product solving and how is that benefiting you?
Ada has increased the amount of successful self-serve options our members are using and allowed us to focus our headcount on other channels to meet our members where they are seeking support.
Great Service
What do you like best about the product?
Ada has helped our team scale without adding headcount.
What do you dislike about the product?
I wish that the load variable error was a little more subscriptive. It's confusing to know which article/answer needs to be added.
What problems is the product solving and how is that benefiting you?
Helping answer questions for our 1 million + users without adding customer support headcount. We have been able to scale, save cost, and deflect support tickets.
Peak efficiency made simple.
What do you like best about the product?
The user friendly answers/questions system. A very simple way of programming new answers, finding out what customers want to know about and spotting trends across the platform.
What do you dislike about the product?
The lack of self learning AI, it remains a very manual process.
What problems is the product solving and how is that benefiting you?
A huge deflection/containment rate which allows other agents to make better use of their time. A 24 hour service for customers who would otherwise contact us outside of our opening hours.
ADA Review
What do you like best about the product?
I like the Ada staff the best, they are very helpful and open to suggestions.
What do you dislike about the product?
Buggy variable system: if not being careful when deleting content variables can become bugged and a lot more content can become inaccessible again and has to be created again. Ada says they are aware of it, but no solution to it yet.
What problems is the product solving and how is that benefiting you?
Answering common helpdesk questions
Recommendations to others considering the product:
Ada has a wonderful staff and community. They are always very helpful.
Ada is growing to and more robust; exciting to see!
What do you like best about the product?
Ada has a very easy and user friendly "Questions" tab that provides the user with real scenarios on how the bot handled a question that is not trained. This allows the User to view if the Question should be added to your "Answers" and if so, it's an easy button! Creating answers for the bot is very simply for basic answers; if you want the bot to do something more robust, the functionality is there, and an Ada Support team members is always available to walk you through it. I truly love that we can use emojis, pics, and videos in our answers, make the customer experience not so static.
What do you dislike about the product?
The reporting can be challenging to understand, without an Ada Support Team Member to walk you through it. I would truly enjoy some more data and analytics that could be pulled by the User, rather than having to reach out to get assistance on pulling a report. Currently there is no report for how many 'Chats' only 'Answers' given by the bot.
What problems is the product solving and how is that benefiting you?
We are able to see what customers reach out to us for; this allows use to be more innovative and provide our customers with self-service tasks, rather than feeling they need to call in order to achieve a task. We have realized what percentage of customers have different pain points, which allows us to be more versatile in our options.
Recommendations to others considering the product:
Overall really great! They are innovative and are not afraid to try, even if the request is challenging!
ADA is true to their word that they make the workflow efficient
What do you like best about the product?
Different blocks I can use to make the conversation with the bot more personalized.
What do you dislike about the product?
Unavailability of the list options for FB messenger integration - was told though that this will soon be available
What problems is the product solving and how is that benefiting you?
How to further improve and how we can learn more in order for us to be better chatbot admins for our markets.
-What I've realized is that the challenges we are escalating to them are being taken seriously and that they do their best to make our experience better.
-What I've realized is that the challenges we are escalating to them are being taken seriously and that they do their best to make our experience better.
Ada Feedback for Chatbot
What do you like best about the product?
Easy to build, edit, monitor. The dashboard is easy to use. The conversation flow works well for us. We have had a solid recognition rate.
What do you dislike about the product?
Would like to have more of an ability to customize and more granular reporting. Right now we are asking Ada for a weekly report that is not natively a part of our dashboard.
What problems is the product solving and how is that benefiting you?
Case deflection. We are able to contain 90% of chats and not hand them off to support.
Good but needs more customization options and integration with other chat tools such as Bomgar
What do you like best about the product?
Simple interface
Few downtimes
good support
Few downtimes
good support
What do you dislike about the product?
Low to no customizations such as changing accent colors or fonts
Cannot integrate with chat providers such as Bomgar from inside the chatbot
No filters for variables in the report view
Cannot integrate with chat providers such as Bomgar from inside the chatbot
No filters for variables in the report view
What problems is the product solving and how is that benefiting you?
Quick answers for repeat questions by users.
Easy deployment, simple to manage and improve, great ongoing service.
What do you like best about the product?
Ada's bot is easy for non-technical people to manage and continuously improve. We can see where customers need help, and can easily build answers to address those needs in almost real-time.
What do you dislike about the product?
There is not much to dislike. Ada is making continuous enhancements to make teaching and managing the bot easier and more "friction-free", and they have been responsive to feedback to help make improvements.
What problems is the product solving and how is that benefiting you?
Helping customers address issues they are experiencing without a need to engage with our phone/email/chat agents.
Helping deliver clear information about an issue when a customer does need to engage with our agents.
Helping manage our capacity by directing customers to email or live chat based on coverage at any moment.
Helping deliver clear information about an issue when a customer does need to engage with our agents.
Helping manage our capacity by directing customers to email or live chat based on coverage at any moment.
Recommendations to others considering the product:
Recommend any company using a BOT to have someone dedicated (or near-dedicated) to analyzing/managing/updating it. There is continuous work to keep it current - a bot is not something you can build and just forget.
Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed.
Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed.
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