Ada - AI Agent
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Great experience
What do you like best about the product?
I like the customizability of the platform
What do you dislike about the product?
How it integrates with other platforms, we found some challenges when Ada would create tickets and send it to Hubspot (Hubspots fault tho)
What problems is the product solving and how is that benefiting you?
We are solving for ticket deflection to increase self-service. I realize that a lot of problems clients face can be solved by directing them through separate flows that typically end to our help-centre instead of creating a ticket.
Recommendations to others considering the product:
Take your time when implementing. Spend time on constantly rejigging it to make it better and better. You get what you put into it. Get all of the help and rersources from the ADA team that you can, they are lovely.
Ada: User Friendly, Nimble, Easy to Learn
What do you like best about the product?
The ease of use and learning with the interface, helpful and friendly support from the Ada side, willingness to work to support our specific needs, ease of training
What do you dislike about the product?
Cannot custom build some scenarios for individual use-case, some difficulty managing/understanding analytics
What problems is the product solving and how is that benefiting you?
-Streamlined our customer service
-Enabled customers to be more self-sufficient
-Saved real agent hours to use on more high-level/escalated cases
-Enabled customers to be more self-sufficient
-Saved real agent hours to use on more high-level/escalated cases
Recommendations to others considering the product:
Ada is incredibly easy to learn to use and train, and if you are willing to put in the work to build it out, you can achieve great results!
Excellent for supporting an existing CX department and enabling customers to be more self-sufficient, and reduce agent hours needed.
Excellent for supporting an existing CX department and enabling customers to be more self-sufficient, and reduce agent hours needed.
Ada has made every day interaction with customers more efficient and less cumbersome.
What do you like best about the product?
Being able to train and customize the bot.
What do you dislike about the product?
Ada sometimes finds difficulties know what the customer says, and its speech pathing can easily be tripped up.
What problems is the product solving and how is that benefiting you?
Ada is used to provide knowledge into our products, and provides a first essential step for our users.
Recommendations to others considering the product:
Its a great product.
Ada helps us support 90M users a month- faster!
What do you like best about the product?
One of the best thing that I like about Ada is how well their CX team operates. They're always available whenever we have any questions, very easy to contact and always on top of getting back to us. We have monthly meetings where they introduce new features, walk us through the roadmap and sometimes even invite us to beta test new features they're looking to implement. They're always on top of feedback which shows with how rapidly the product as grown and transformed, and if we have any questions they can always tell us if it's in the works of the roadmap, and if not they'll always make a note of it for the product team. They've even invited us to the office a few times, and taken us out to lunch! It's great to see how much they're listening!
What do you dislike about the product?
The bots training is very manual, and there is a lot of initial work that needs to be done to make sure that the bot is working with a high satisfaction rate. Once the work has been put in, the bot works very well and can pick up on answers, but especially with multi-lingual, the training can get clogged with multiple languages and distort the clarity if you're not on top of maintenance.
What problems is the product solving and how is that benefiting you?
The benefits would definitely be saving out Support agents time- we have a monthly user base in the tens of millions and so having a small team support millions of users on a monthly basis can be challenging. By taking the basic usability questions off our hands and help answer simple questions that would result in one-touch tickets, the team can work on larger projects to improve the overall experience.
Recommendations to others considering the product:
Ensuring that there is enough time carved out to implement and continued maintenance of the bot will definitely help with the success.
The future of customer service
What do you like best about the product?
Reduction in ticket submissions that do not need to be answered by an agent, there are a lot of enhanced features that can personalize and automate bot actions. This in turn impacts my team's ability to focus on more critical strategic goals.
What do you dislike about the product?
There are issues with understanding how best to measure success and track the impact of training the bot. There is so much data available but it the measuring tools aren't as specific in some places.
What problems is the product solving and how is that benefiting you?
Reducing ticket volumes and controlling information provided by users who need to speak with a live agent. Ada is a way to deflect and filter issues so that agents have better context for an inquiry or issue.
Recommendations to others considering the product:
Ensure you have completed some training on how to use the bot. Measuring success is different for all clients but make sure you create a good format for how your UX will appear for users.
Positive Experience
What do you like best about the product?
The support of their team and willingness to work with you to accomplish strategic goals. Also the sophistication of the bot training system and process.
What do you dislike about the product?
Nothing comes to mind except it would be great to have a native conversion tracking tool since they position themselves as a revenue driving tool as well as traditional support, but this is likely just not the focus for them right now.
What problems is the product solving and how is that benefiting you?
Reducing noise and low level inquiries so human agents can be better used in escalations and drive sales
Improves customer and agent experience guaranteed
What do you like best about the product?
Very friendly user interface for creating new answers. Great integrations with major CRM and ticket systems like Zendesk. The direct integration with Zendesk makes it possible to have seamless switching between the chatbot and live agent. Outside business hour the question will be routed to the correct department with correct forms and tags to maximize the efficiency of agents time and get better data insights.
Multi-channel compatible as in Facebook and WhatsApp.
The analytics view is getting better every year to understand which answers need attention, subjects missing answers and understanding of engagement.
Great community with the possibility to get in direct contact with developers. By directly co-developing with the community the developers know which features are the most important for them right now while maintaining their own vision of the platform. Monthly updates are rolled-out with an explanation of the developer creating it to give examples of best use cases. The goal is to make a chatbot that knows the problem you have before you know it and Ada is on their way to achieving this ultimate goal.
Multi-channel compatible as in Facebook and WhatsApp.
The analytics view is getting better every year to understand which answers need attention, subjects missing answers and understanding of engagement.
Great community with the possibility to get in direct contact with developers. By directly co-developing with the community the developers know which features are the most important for them right now while maintaining their own vision of the platform. Monthly updates are rolled-out with an explanation of the developer creating it to give examples of best use cases. The goal is to make a chatbot that knows the problem you have before you know it and Ada is on their way to achieving this ultimate goal.
What do you dislike about the product?
The packages are not very transparent. You sign for a certain package with features/ functions. But after a certain feature has been upgraded from the basic form to a form that actually benefits your bot, it occurred multiple times that it became a new package you were required to purchase.
What problems is the product solving and how is that benefiting you?
With Ada we want to improve for the customer:
-Waiting time
-Support in their own language
-Proactive determining their problem/question
-Be available 24/7
-Reduce total handling time
For the business, we want to improve with Ada:
-Customer satisfaction
-Get insights into product problems
-Use for marketing purposes
-Waiting time
-Support in their own language
-Proactive determining their problem/question
-Be available 24/7
-Reduce total handling time
For the business, we want to improve with Ada:
-Customer satisfaction
-Get insights into product problems
-Use for marketing purposes
Recommendations to others considering the product:
Do you use any big CRM or ticket system, Ada got you covered. Within 2 weeks your bot will answer the majority on its own. Build an ACX (automated customer experience) team to upgrade your bot weekly and you will see quick ROI on operations, but also on your agent's happiness to get involved in the process.
Easy to use automation feature
What do you like best about the product?
The ease of using the product without needing to involve developers
What do you dislike about the product?
Still slow to update features as it develops
What problems is the product solving and how is that benefiting you?
Large ticket volume.
Ada Review
What do you like best about the product?
I like the automatic detection that Ada used for assigned answers. If a customer typed in questions that were close enough in exact text to answers we had written, it would still match. I also liked the ease of use via the Ada dashboard. Training new staff on how to use Ada was a breeze because of this.
What do you dislike about the product?
The bot was a bit slow at times. I found that the loading ellipsis were longer than they needed to be. I understand those ellipses were likely what the customer sees as the bot itself loads, but working on loading times might be a beneficial area of focus for the Ada team in the future. Note that we did not stop using Ada because of Ada as a product, but rather for a shift in the direction of the product that we used it for.
What problems is the product solving and how is that benefiting you?
We we're able to bring the support debt on certain campaigns down by up to 90%, which was invaluable for saving us time, costs and resources! Ada also allowed for updates to be made that went live quickly, so we could constantly update the content we needed to convey.
Recommendations to others considering the product:
When using the chatbot, be very fine-tuned in your responses. Cover as much ground as you can to see your support conversion increase.
Positive results driven lead by an engaged ACX team.
What do you like best about the product?
The support provided by the ACX team was superb. There was prompt responses to questions that were asked and the guidance provided helped me become self sufficient in the creation and training of future answers. Once the bot was set up, they provided suggestions on additional answers needed based analysis of answers that were not recognized.
The other feature that I liked was the ease of use found in the chatbot set up. The UI is a drag and drop with the ability to move sections around, even after they are initially set up. The training of answers from questions that are not understood is as simple as looking at the statement that was made and selecting the appropriate answer and hitting the "train" button. A new feature has also been added that allows you to transfer training from one answer to another with just a click.
The ACX team at ADA has quarterly updates that highlight new features and improvements. There is also a community that you can ask your peers what their experiences and best practices are.
The other feature that I liked was the ease of use found in the chatbot set up. The UI is a drag and drop with the ability to move sections around, even after they are initially set up. The training of answers from questions that are not understood is as simple as looking at the statement that was made and selecting the appropriate answer and hitting the "train" button. A new feature has also been added that allows you to transfer training from one answer to another with just a click.
The ACX team at ADA has quarterly updates that highlight new features and improvements. There is also a community that you can ask your peers what their experiences and best practices are.
What do you dislike about the product?
The initial pricing was higher than we could accept for a sustainable ROI. There was a good amount of negotiating needed to get to a place were it was affordable and the ROI would be realized in a relatively short amount of time. It would be better if the initial entry point would be lower without the need for negotiation.
What problems is the product solving and how is that benefiting you?
We have greatly reduced the live chat volume on a monthly basis. Email ticket volume has reduced slightly. ChatBot does provide another avenue for our subscribers to self service 24 hours a day.
Recommendations to others considering the product:
Ada is a well developed product that has the user experience as well as the end customer in mind. The administrative interface is easy to use and intuitive to learn. The ability to embed video and external links heightens the customer experience. The Support team knows their product and roles to get the most out of a custom chatbot experience based on the business' needs. They will suggest how to give the bot a personality that exemplifies the brand that you are presenting.
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