Ada - AI Agent
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ADA for CS Support Self Serve!!
What do you like best about the product?
ADA is a powerful tool for customer success teams, and has been proven in reducing the number of client support requests we receive. It's almost like having another full time support agent on our team. Continuing to train ADA has been vital for us, and we are able to make improvements based on real inbound requests from our users. This allows us to make informed decisions, eventually training ADA to be as powerful as one of our full time agents.
What do you dislike about the product?
The ADA Admin user interface can be a little bit challenging for some, but making use of the ADA Academy is a great way for staff to get up to speed on the configurability of the ADA bot.
What problems is the product solving and how is that benefiting you?
Offering 24/7 human support was one of our biggest challenges before ADA. Having a Help Center was great, but it did not offer the real time scenario based self serve we were looking for. With ADA we are able to train the bot for almost every frontline situation. From booking a sales demo, to resetting a password, walking through troubleshooting steps and beyond! ADA lets us focus on the real problems by handeling almost all of the level one requests that come in.
Recommendations to others considering the product:
After evaluating other solutions on the market and for a while using ZenDesk's answebot, it was clear ADA would be the next step for our business. It's a solution that keeps on revolving, allowing us to tailor responses for our needs. As our product continues to change, ADA remains agile in supporting our clients. Unlike answebot, ADA is the tool that keeps on getting better. The more you put into it the more you'll get out of it.
ADA: Great virtual assistance solution
What do you like best about the product?
Broad range of options and amazing support from the ADA team.
What do you dislike about the product?
Training the assistant to properly understand can be a bit cumbersome. I wish there was a more streamlined/different way to help the assistant understand better
What problems is the product solving and how is that benefiting you?
Ada helps us resolve and reduce the volume of contacts to the call center by answering simple requests and be able to perform some transactions. This has helped to also reduce the operational costs.
Great way to scale your business!
What do you like best about the product?
Since our first meeting the ADA team was completely onboard, our Sales Rep was amazing, always providing all the info at the right moment, and the transition to our KAM and the Engineers was clean and amazing too!
What do you dislike about the product?
Not much! Even on USA holidays, we can always count on someone!
What problems is the product solving and how is that benefiting you?
We have a massive amount of chats coming through every month and all of them require very simple things, so ADA is taking things to the next level, combining APIs with ADA we can answer a lot of the sales reps inquires
Intuitive and Simple to Work With
What do you like best about the product?
I enjoy how I can create flows easily without having a technical background.
What do you dislike about the product?
I wish there was a function to schedule a message not on a recurring basis.
What problems is the product solving and how is that benefiting you?
Ada has helped our business reduce call centre traffic and streamlined support cases, resulting in a better customer experience.
Recommendations to others considering the product:
Highly recommend for any organization looking to incorporate automation into their operations.
More in touch
What do you like best about the product?
That they really understand our requirements
What do you dislike about the product?
I would like more calls and less emails to keep in touch with customer service
What problems is the product solving and how is that benefiting you?
The amount of chats/contacts
Great Tool with Plenty of Future Potential
What do you like best about the product?
Ada is very user-friendly with a clean UX and intuitive design. From what I have seen and had experience with, Ada's AI also does seem to be more advanced than other chatbot tools I have seen. Additionally, as the admin, I do not need to pull in my tech team for any day-to-day needs (very light on code). The Ada team behind it is a dedicated team that always works to improve the product, which gives me confidence in continued improvements and feature rollouts to improve our user experience.
What do you dislike about the product?
As an admin/publisher I would like to see scheduling and drafting features so that I can make proactive changes rather than having to go in at the time that a change needs to be implemented. There are many reports and insights that aren't always available in Ada's analytics dashboard; that said, the team is always quick to respond to manual report requests.
What problems is the product solving and how is that benefiting you?
Ada has helped us to curb a significant number of inquiries that had previously gone to a live support agent, saving us valuable resources as well as creating more fulfilling work for our agents - they no longer have to spend so much of their time answering simple FAQ questions, and can dedicate their time to the more complicated needs and requests of our customers.
Why Ada is Superior to All Other Chatbots
What do you like best about the product?
I like the multitude of ways in which we can work within the bot to understand how our users journey from answer to answer. We've been adding more features into our bot recently and the results have been excellent.
What do you dislike about the product?
There are some features, such as filter by tags, that I think would be very beneficial for quick, big-scope views of groupings of answers. This would give us good data to seek out problem areas.
What problems is the product solving and how is that benefiting you?
We're finding new ways of deflecting users from sending in tickets and encouraging self-serve. Furthermore, we're finding ways to keep our users from getting confused in their multitudinous ways of asking questions.
Recommendations to others considering the product:
I strongly recommend using Ada! The team is a delight to work with and the product is easy to use and understand.
Ada dominates self-service applications!
What do you like best about the product?
Most importantly is the relationship that we have with the success team. At the foundation of any good partnership is communication and trust. With that at the forefront of their relationships with their clients, the value-add Ada can bring to the business is unmatched. The team is alongside you every step of the way guiding strategic decisions and providing straight forward insights to help you achieve your goals.
What do you dislike about the product?
What I dislike is our inability to have additional resources which has nothing to do with the Ada team. Self-service and automation is a commitment and your organization needs to be ready to support these types of initiatives with resources dedicated to project managing the platform.
What problems is the product solving and how is that benefiting you?
Automation, self-service and optimal & efficient experiences for our customers.
When Personalization and Self-Service Meet
What do you like best about the product?
Ada is a versatile solution that allows us to personalize our user experience, while focusing on customer service trends and allowing our team to focus on instant self-service. The team at Ada has been great to work with. They're responsive, knowledgeable, and extremely customer-centric, listening and implementing regular improvements based on feedback.
What do you dislike about the product?
Ada is still a relatively new solution, and there are definitely some quirks that need to be worked out.
What problems is the product solving and how is that benefiting you?
We're meeting customer needs in new/unique ways, we're also solving issues beyond chatbot with Ada, including chat routing inconsistencies.
Ada bot is cool, yo
What do you like best about the product?
I really enjoy the interface and the data exports that we're getting are really useful.
What do you dislike about the product?
At the moment we still have an issue with chats not being transferred correctly.
What problems is the product solving and how is that benefiting you?
Shorter user journey to his/her problem solution.
Recommendations to others considering the product:
Map out all of the customer intents as it will make easier to implement any flows on any platform (ada including)
Back in the day we have built a complete map of all the major issues and their solutions for our agents to navigate by - it was a very helpful asset building the chatbot.
Back in the day we have built a complete map of all the major issues and their solutions for our agents to navigate by - it was a very helpful asset building the chatbot.
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