Ada - AI Agent
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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 Chatbot review for The Boston Globe
What do you like best about the product?
The ADA platform is very user friendly and is intuitive. The recent addition of a help link to ADA Support is a big plus so you don't have to leave the workspace to find an answer.
What do you dislike about the product?
There are many add on functions that don't come with the standard package. I wish that authentication came standard.
What problems is the product solving and how is that benefiting you?
ADA has allowed us to provide 24/7, reliable service to our subscribers. It provides an place where subscribers can self service at their own pace, on their own time. We have seen a lower call rate, which translates into reduced costs.
Recommendations to others considering the product:
When considering ADA, ask about the additional features and the cost associated with them. There is so much the bot can do but there will be additional cost associated with that.
Decent base product with some technical limitations
What do you like best about the product?
Ada's answer building process is intuitive and powerful with lots of baked-in flexibility. You can use their drag and drop Blocks to accomplish things that would take dev work on other platforms, including API calls. Compared to all of the chatbot platforms we researched before committing, Ada appears to have the most user-friendly and capable back-end interface.
Their NLP works as well as the training that you give it - it does not appear to be better or worse than any of the other major players in the Chatbot industry.
Their NLP works as well as the training that you give it - it does not appear to be better or worse than any of the other major players in the Chatbot industry.
What do you dislike about the product?
There are some gaps in Ada's platform itself and also their integration with Zendesk. Tickets submitted to Zendesk that are opened without a public comment do not have SLA's, which is a big deal for enterprise-level clients. Their reporting is also lacking - we've had to ask them to email us an export at regular intervals (that's currently the only way for some reports) and do most of our in-depth analysis manually in Excel.
They also upcharge ridiculous amounts for features that are included with their competitors' products for free. We were excited to learn that they had added a simple calendar-picker feature to their answer flows, only to learn that they wanted to charge thousands of dollars for the ability to use it. We were told that their plan is to continue charging on a per-feature basis for other additions in the future.
They also upcharge ridiculous amounts for features that are included with their competitors' products for free. We were excited to learn that they had added a simple calendar-picker feature to their answer flows, only to learn that they wanted to charge thousands of dollars for the ability to use it. We were told that their plan is to continue charging on a per-feature basis for other additions in the future.
What problems is the product solving and how is that benefiting you?
We use Ada to modernize our web-based application, help customers get access to more context-sensitive answers, and ensure that when agents receive tickets they already have the basic information on the customer that they need in order to help. Ticket deflection is not one of our primary goals, although our bot is currently handling 70% of inquiries without handing off to customer support even without being designed with that intention in mind.
Great platform and great customer service
What do you like best about the product?
The easy-to-use interface. It's very intuitive.
What do you dislike about the product?
The organization of the bot answers is tricky, sometimes it's hard to find a specific answer. An option to see it as a flowchart would be nice!
What problems is the product solving and how is that benefiting you?
Now we are moving towards a more advanced use of Ada, to offer more detailed and customized information to the customer, such as card delivery tracking information.
Recommendations to others considering the product:
No complaints here... Great service, kind people!
Ada has provided amazing ROI for our business while never impacting customer satisfaction
What do you like best about the product?
I like the fact our Customer Experience team can update the bot and not have to rely on engineering to create, edit or delete flows. In addition, the training of the bot is super easy and helps us identify where we need to create new answers.
What do you dislike about the product?
There isn't an official integration with Kustomer yet, so a lot of it is custom work that Ada has been incredible at helping us out with until they make a universal integration for Ada Glass.
What problems is the product solving and how is that benefiting you?
We're able to solve basic customer issues quickly and improving upon our goal of providing as many self help options as possible. With Ada, we've been able to deflect 54% of our conversations that come through email and chat, with an average of 5000-6000 conversations a month, resulting in less staffing needed internally to scale up when things get busy.
Ada's team has been very helpful and we are enjoying the efficiency of the current bot we have.
What do you like best about the product?
Chatbot portal is easy to navigate and create new answers.
What do you dislike about the product?
Analytics should be updated more frequently for better real-time data assessment.
What problems is the product solving and how is that benefiting you?
Allows FAQs to be answered without agent intervention. The containment rate has been above what was promised.
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.
Efficient and easy to work with
What do you like best about the product?
ADA has been amazing in integrating with Zendesk, and their team has always been very helpful with any doubts we had. The functionality of the bot is great and the system is very easy to work with, we are constantly improving our SS rate, which is great. Very easy to retrieve information, reports and very intuitive when having to add information to the bot. All in all, a great product with an amazing team behind it.
What do you dislike about the product?
No downsides come to mind. For now, everything has worked out as planned and anticipated.
What problems is the product solving and how is that benefiting you?
In a time where our business has been severely impacted by covid, ADA has been very helpful for those customers that could not reach an agent at a specific time and has offered the assistance much needed. SS rate has remained either stable or improved over the past months, which is what we needed as a business. Having to rely on the bot for a large number of hours when an agent might not be available, was scary at first but it has definitely given us the security we needed and the customers the assistance they were looking for. We could also retrieve a great amount of information and check reports on a daily basis, to see how our bot is doing. Even though we did not have much time to make improvements to the information, it has been a great tool so far.
Recommendations to others considering the product:
When looking for a bot for your business, don't hesitate to check out ADA, you will not be sorry! Not only their product is amazing, but the helpfulness and knowledge of the team behind it will really make a difference.
One of the top chatbot companies, reliable, easy to use, competent.
What do you like best about the product?
User interface of the backoffice and how simple it is to use.
What do you dislike about the product?
Make it easier to accommodate multiple brands within a single bot, without needing to purchase an additional bot. Also make the analytics more transparent when accommodating multiple bots.
What problems is the product solving and how is that benefiting you?
Currently working on having Ada tackle on-call issues which cause hundreds of contacts, where responses are repetitive and simple.
Easy & Intuitive
What do you like best about the product?
The ease of use. Ada's chatbot is extremely user friendly and easy to use. You can almost use it without any instructions.
The team at Ada is also super friendly and helpful.
The team at Ada is also super friendly and helpful.
What do you dislike about the product?
Occasionally we come across bugs but these are quickly resolved when we report them.
What problems is the product solving and how is that benefiting you?
All our customers used to reach out via email form, however now they are routed through Ada's chatbot which solves almost 50% of cases without requiring an email response.
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