Ada - AI Agent
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Easy platform to use! Deep integration capabilities with the right resources available.
What do you like best about the product?
Drag and drop capabilities. Easy to use configurations.
What do you dislike about the product?
Need more flexiblity without requiring Ada dev teams. Sometimes I find I have to wait a long time to enable an experience.
What problems is the product solving and how is that benefiting you?
Sales drop off, churn in call centre.
Recommendations to others considering the product:
Learn what problem you are going to solve!!
The beginning of something great
What do you like best about the product?
Ada has put together a great tool that has a short ramp-up time. This has allowed our agents to quickly learn how it works, create new answer paths, and provide self-service material without the need for as many live chats as before.
What do you dislike about the product?
Currently, Ada does not allow us to download metrics into an excel spreadsheet. Instead, our Account Manager will download and forward over a report when requested. This is something they are currently working on, so I'm excited to see what they come up with!
What problems is the product solving and how is that benefiting you?
As our company continues its aggressive growth, the need for a self-service tool that can reduce the number of one on one interactions between customers quickly become one of our top priorities. Ada enables us to provide more of our self-service material to customers than ever before.
Recommendations to others considering the product:
Ada has been consistently making their product better, which gives me confidence that their service will soon be if they aren't already considered one of the best in their industry. They are very responsive to feedback and work closely with your team to ensure the setup and continued use of their product meet your needs and are more than happy to jump on a quick call or set up some time to discuss any issues you encounter.
Their metrics are still a work in progress along with their Zendesk integration but they are receptive to feedback and will work with you to figure out alternative solutions, which I greatly appreciate!
Their metrics are still a work in progress along with their Zendesk integration but they are receptive to feedback and will work with you to figure out alternative solutions, which I greatly appreciate!
Very good product
What do you like best about the product?
I really like how ADA helps us deflect numerous tickets and creates a positive hassle-free experience for users. We use ADA with Zendesk knowledge base and it integrates really well into our existing processes. It was also extremely easy to teach folks to create scenarios for ADA. The process is extremely simple and we required very little help from ADA support team. It is also very nice to have regular meetings with the ADA team who are always ready to help with any issues or questions we might have. Overall, we are really enjoying ADA.
What do you dislike about the product?
Sometimes ADA can't understand the user's request. This might lead to a lot of frustration for users since they can't get their inquiry resolved, and can't immediately submit a support ticket. Also, when reviewing ADA's reports on monthly usage, we noticed that a lot of conversations are duplicated (two identical convos from the same person). It might be due to the fact that users simply create two identical conversations with ADA - we are not sure.
What problems is the product solving and how is that benefiting you?
We are using ADA to deflect support tickets and alleviate some of the workload on Support reps. ADA deflects over 600 tickets per month which is approximately how much one Support person solves.
Recommendations to others considering the product:
Some of our processes can't be automated via ADA. My recommendation is to consider how useful it'll be to you before you buy it. If your use'-case can't be adjusted for ADA, then it might not be too helpful.
I love ADA
What do you like best about the product?
I loved the ability to automate around CS inquiries.
What do you dislike about the product?
I disliked how nascent the technology was and it posed some issues with organization.
What problems is the product solving and how is that benefiting you?
We we're minimizing inbound inquiries and it made our ticket volumes decrease.
Fantastic Tool
What do you like best about the product?
Ease of use. Anyone can create and manage content on this bot.
What do you dislike about the product?
The dashboard could use some additional features but I'm sure those will be released soon!
What problems is the product solving and how is that benefiting you?
Internal Bot support
The easiest to work with
What do you like best about the product?
I like the fact that the bot gathers all the similar tickets together based on keywords and hints. It makes my life easier when I need to train the bot to point the customers to specific help articles and resolutions.
What do you dislike about the product?
At this point, nothing much of it is to be disliked, but I wish there was an option to customize a response to a specific keyword when it's mentioned in the chat. I'm not sure if I've seen the feature yet, but if it were there, it would be helpful.
What problems is the product solving and how is that benefiting you?
Ada basically helps our chat support by narrowing down specific requests from customers. If there's something that it can't handle, it routes it to the correct help support agent and that helps us a lot. It helps us automate a lot of tedious processes that all we need to do is provide a resolution once the user reaches us.
Ada Experience
What do you like best about the product?
Seamless experience with very little effort on our side for creating an intent, you don't need to be an experienced programmer to build intents with high-level logic and conditions.
What do you dislike about the product?
Unable to customize reporting features, therefore we need to create new reports in third party software/Google sheets.
Ability to export conversations with variables and more information.
Limitations on CSAT experience as CSAT has a hard time being imported into our CRM (Zendesk), since we don't use its default CSAT survey feature.
Ability to export conversations with variables and more information.
Limitations on CSAT experience as CSAT has a hard time being imported into our CRM (Zendesk), since we don't use its default CSAT survey feature.
What problems is the product solving and how is that benefiting you?
Reduced chat contacts by ~60%, resolving one-shot inquiries and general FAQ questions more easily.
Offering customized information for customers related to orders status, modification, discounts, etc.
Offering customized information for customers related to orders status, modification, discounts, etc.
Recommendations to others considering the product:
I would recommend everyone who is considering using it to go for it, the benefits are quite a lot.
It's a simple system with many useful features and their team focuses a lot on providing support and help with what the system itself may lack depending on your specific use case.
It's a simple system with many useful features and their team focuses a lot on providing support and help with what the system itself may lack depending on your specific use case.
Ada has been a great experience with the hands on help and the gift they sent out!
What do you like best about the product?
I love that I can consult with an Ada team member about any issues.
What do you dislike about the product?
My computer won't let me paste blocks, sadly.
What problems is the product solving and how is that benefiting you?
I am solving problems related to customer experience with the bot and optimation. I have realized that you can easily advertise sales as well.
Ada's flexible system is the swiss army tool of chatbots
What do you like best about the product?
Getting really into the options to create a great chatbot flow.
What do you dislike about the product?
The search facility can require some getting used to requiring trial and error.
What problems is the product solving and how is that benefiting you?
Deflection of customers by presenting them with relevant guides during the ticket submission process.
Easy multi featured chat bot
What do you like best about the product?
Easy to integrate. Intelligent chat bot.
What do you dislike about the product?
Limitations on message organization and UI modifications
What problems is the product solving and how is that benefiting you?
Customer support! Customers can now speak to us at ease and contact us to have their questions resolved
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