Ada - AI Agent
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Our users get help faster!
What do you like best about the product?
Ada is very intuitive to use, both in terms of creating new answers are training answers.
The tag structure is really great: being able to see all the tags in use on the settings page makes it easy to tag consistently and not have multiple tags floating around for the same issue.
The tag structure is really great: being able to see all the tags in use on the settings page makes it easy to tag consistently and not have multiple tags floating around for the same issue.
What do you dislike about the product?
I would like to see the tags used more effectively, especially in generating reports. It would be helpful to pull a report for all answers tagged "feedback."
I'd also prefer if the conversations page was easier to navigate. When I filter for a particular answer for a particular time period (say Nov. 2020 to Dec. 2020), I still have to scroll through all the conversations that used that answer in January and February 2021. I also wish I could see which conversations got a thumbs up or a thumbs down in the sidebar, the way I can see the customer rating out of 5, so I can more easily locate the conversations where users are giving the answer a negative review.
I'd also prefer if the conversations page was easier to navigate. When I filter for a particular answer for a particular time period (say Nov. 2020 to Dec. 2020), I still have to scroll through all the conversations that used that answer in January and February 2021. I also wish I could see which conversations got a thumbs up or a thumbs down in the sidebar, the way I can see the customer rating out of 5, so I can more easily locate the conversations where users are giving the answer a negative review.
What problems is the product solving and how is that benefiting you?
We are using Ada to connect users to our existing Help Center articles so they can help themselves before escalating to us. We are also using it to reduce tickets we received for outages or issues we are in the process of fixing.
I found the not understood questions useful for seeing what users want to know and what we are failing to explain to them.
I found the not understood questions useful for seeing what users want to know and what we are failing to explain to them.
Ada has been very helpful for our company and it's only going to get better!
What do you like best about the product?
We are able to help our customers faster!!
What do you dislike about the product?
There isn't much we don't like currently, we are looking to upgrade in order to utilize ADA even further!
What problems is the product solving and how is that benefiting you?
We are deflecting tickets and being able to support customers from all angles.
Chatbot expertise and best practices
What do you like best about the product?
A very intimate relationship in building solutions for our business, including all regulatory and organizational constraints we had to deal with.
What do you dislike about the product?
Running with different companies and timezones sometimes delayed deliveries.
What problems is the product solving and how is that benefiting you?
Automating customer support workflows, which allows customers to receive a rapid response prior to agent care, if required.
Ada helps you scale and your customers get their answers faster
What do you like best about the product?
Ada's interface is easy to use and allows content creators - even with minimal technological backgrounds - to make updates, changes and new content quickly.
What do you dislike about the product?
Ada does not fully integrate with our current chat tool. Its core functions are able to connect seamlessly and have added great value but certain routing features require more investigation or work to get them live.
What problems is the product solving and how is that benefiting you?
Ada has allowed our customers to get answers faster and also saves our team's time for matters that require actual human intervention. Headcount cannot always - and should not - always increase as your business grows. A solution like Ada allows us to build workflows that help our customers learn and solve their problems even when we aren't online! It's a 24/7 support solution that can route to live chat if necessary - everybody wins!
Recommendations to others considering the product:
Focus on the problem you are trying to solve and optimize early AND often. If possible, create a Chat Bot Team that is dedicated to optimizing it - don't add it to someone else's plate as an additional responsibility.
Great Chat Bot application
What do you like best about the product?
The analytics/reporting tool makes it easy to add more answers and upgrade our Chat Bot application, and the Questions tab makes it easy for us to train our bot by providing an overview of all the questions the bot is lacking. Not to mention the great support from the ADA team.
What do you dislike about the product?
There is always room for improvement, the reports should include more detailed data and the bot should include more languages.
What problems is the product solving and how is that benefiting you?
With Ada we are providing a better and quicker problem resolution process for our customers. We've manage to increase drastically our containment rate and reduce our customer service costs.
Recommendations to others considering the product:
Although it's not the cheapest tool in the market, nothing beats the amount of tools and features
One of the most intuitive platforms to chat
What do you like best about the product?
I really like the way in which we can tailor-make our automated responses for providing quality support to our customers and this can be represented in a significant decrease in the volume of work we used to have.
What do you dislike about the product?
Perhaps it lacks interesting features such as speech recognition or some other tools which could help us make our job easier.
What problems is the product solving and how is that benefiting you?
We have mostly covered 'how-to' tickets that customers used to send us and which would take us a great deal of time to handle. Now, almost everything related to 'how to' tickets can be found in Ada. Therefore, we have improved communication with our customers.
Ada completely change the experience for our customers and team
What do you like best about the product?
Very easy to implement and set up/ Efficient ACX team. Ada has helped us to scale up the team and make it more efficient.
What do you dislike about the product?
The difference in our timezones makes communication harder if you have a last-minute question/issue or you need quick support.
What problems is the product solving and how is that benefiting you?
Ada is our front-line support, dealing with 77% of our customer contacts. Missed chats were decreased by 95%
Pretty easy to build and maintain, great support
What do you like best about the product?
The Ada team was very hands on to get us going within 30 days. It did require a lot of investment and commitment from us, but the process went pretty smoothly and overall it was worth it. I love how open they are to questions and feedback; when we come across a situation we're not sure how to solve, our account manager gives us detailed answers, sometimes with a video of how to set it up. They aren't shy about checking things internally with their data scientists when necessary or setting up special reports and we've always felt like they're there for us.
What do you dislike about the product?
I was surprised by the amount of work it took from our side to set up the bot. Obviously the customer has to be committed but it took more effort than I initially thought it would.
The part the account manager/specialist does at first is really more of building a very fancy FAQ bot, while training you on how to do it. If you'd like the bot to be more conversational or to fill a different role than your FAQs, you would have to invest the time. The results are amazing - our bot has incredibly high recognition and containment rates, but it took a tremendous amount of work that at least I didn't expect.
The part the account manager/specialist does at first is really more of building a very fancy FAQ bot, while training you on how to do it. If you'd like the bot to be more conversational or to fill a different role than your FAQs, you would have to invest the time. The results are amazing - our bot has incredibly high recognition and containment rates, but it took a tremendous amount of work that at least I didn't expect.
What problems is the product solving and how is that benefiting you?
We analyzed our support channels and saw that a huge part of our call center inquiries are targeted around product inquiries so we wanted to create another channel that explains that and that can answer general questions, by customers and prospects. The bot turned out to be a great avenue for that, especially since it's easier to convey the brand identity through it more than the FAQs for example.
Second, we saw a lot of our customers has issues with login; the bot gave us tools to troubleshoot with them issue by issue with minimum frustration.
Second, we saw a lot of our customers has issues with login; the bot gave us tools to troubleshoot with them issue by issue with minimum frustration.
Good service and support
What do you like best about the product?
I love how easy and fast you can built and improve your bot, i also like that the support and help is always fast.
What do you dislike about the product?
I think ADA can improve on having meetings more frequently with their customers in order to sit together to review and improve the bots for meeting the customers requirements.
What problems is the product solving and how is that benefiting you?
Facebook conversations are 70% fully attended with the bot, also up to 50% of the conversations with Clerks are currently served through the chatbot.
Recommendations to others considering the product:
I think Ada is a very good choice, but my advice would be to analyze all the technical needs that you could face during the entire project before starting.
Full featured chat bot solution coupled with robust support resources
What do you like best about the product?
Works well, very configurable, supports major integrations. Support team is very hands on and accessible during and after onboarding .
What do you dislike about the product?
Missing some features/capability on the reporting side. Integrations aren't included in base pricing and are quite expensive.
What problems is the product solving and how is that benefiting you?
Technical Support triaging and lead capture. Works well to deflect low-tier tech support requests away from live agents.
Recommendations to others considering the product:
Make sure to understand what a "chatbot" like Ada can and can't do. It is only as effective as the resources, content and workflows you add into it.
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