Ada - AI Agent
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Ada is growing to and more robust; exciting to see!
What do you like best about the product?
Ada has a very easy and user friendly "Questions" tab that provides the user with real scenarios on how the bot handled a question that is not trained. This allows the User to view if the Question should be added to your "Answers" and if so, it's an easy button! Creating answers for the bot is very simply for basic answers; if you want the bot to do something more robust, the functionality is there, and an Ada Support team members is always available to walk you through it. I truly love that we can use emojis, pics, and videos in our answers, make the customer experience not so static.
What do you dislike about the product?
The reporting can be challenging to understand, without an Ada Support Team Member to walk you through it. I would truly enjoy some more data and analytics that could be pulled by the User, rather than having to reach out to get assistance on pulling a report. Currently there is no report for how many 'Chats' only 'Answers' given by the bot.
What problems is the product solving and how is that benefiting you?
We are able to see what customers reach out to us for; this allows use to be more innovative and provide our customers with self-service tasks, rather than feeling they need to call in order to achieve a task. We have realized what percentage of customers have different pain points, which allows us to be more versatile in our options.
Recommendations to others considering the product:
Overall really great! They are innovative and are not afraid to try, even if the request is challenging!
ADA is true to their word that they make the workflow efficient
What do you like best about the product?
Different blocks I can use to make the conversation with the bot more personalized.
What do you dislike about the product?
Unavailability of the list options for FB messenger integration - was told though that this will soon be available
What problems is the product solving and how is that benefiting you?
How to further improve and how we can learn more in order for us to be better chatbot admins for our markets.
-What I've realized is that the challenges we are escalating to them are being taken seriously and that they do their best to make our experience better.
-What I've realized is that the challenges we are escalating to them are being taken seriously and that they do their best to make our experience better.
Ada Feedback for Chatbot
What do you like best about the product?
Easy to build, edit, monitor. The dashboard is easy to use. The conversation flow works well for us. We have had a solid recognition rate.
What do you dislike about the product?
Would like to have more of an ability to customize and more granular reporting. Right now we are asking Ada for a weekly report that is not natively a part of our dashboard.
What problems is the product solving and how is that benefiting you?
Case deflection. We are able to contain 90% of chats and not hand them off to support.
Good but needs more customization options and better reporting
What do you like best about the product?
I like that you can separate the chatbot if you have more than one product line. You can also manipulate it for most of your needs such as multiple answers for the same question and it learns from chatter keywords.
What do you dislike about the product?
I think Ada is a good chatbot but you are limited in some of the customizations especially if you have more than one product line. You also can't separate reporting based on the product line.
It'll be nice to have a search feature within the activity log along with more details so we can monitor who is making what changes.
It'll be nice to have a search feature within the activity log along with more details so we can monitor who is making what changes.
What problems is the product solving and how is that benefiting you?
We are answering general customer support questions through the chatbot and decreasing the number of how-to support questions that are routed to our Support teams leaving more time for our teams to work on more complex technical issues.
Recommendations to others considering the product:
It's a good chatbot and allow for most cusotmizations but you will want to review the reporting, activity log, and how to best implment if you are using more than one product.
We received "I don't think we can right now" a lot, but always push for the Ada team to review with thier developers.
We received "I don't think we can right now" a lot, but always push for the Ada team to review with thier developers.
Good but needs more customization options and integration with other chat tools such as Bomgar
What do you like best about the product?
Simple interface
Few downtimes
good support
Few downtimes
good support
What do you dislike about the product?
Low to no customizations such as changing accent colors or fonts
Cannot integrate with chat providers such as Bomgar from inside the chatbot
No filters for variables in the report view
Cannot integrate with chat providers such as Bomgar from inside the chatbot
No filters for variables in the report view
What problems is the product solving and how is that benefiting you?
Quick answers for repeat questions by users.
Easy deployment, simple to manage and improve, great ongoing service.
What do you like best about the product?
Ada's bot is easy for non-technical people to manage and continuously improve. We can see where customers need help, and can easily build answers to address those needs in almost real-time.
What do you dislike about the product?
There is not much to dislike. Ada is making continuous enhancements to make teaching and managing the bot easier and more "friction-free", and they have been responsive to feedback to help make improvements.
What problems is the product solving and how is that benefiting you?
Helping customers address issues they are experiencing without a need to engage with our phone/email/chat agents.
Helping deliver clear information about an issue when a customer does need to engage with our agents.
Helping manage our capacity by directing customers to email or live chat based on coverage at any moment.
Helping deliver clear information about an issue when a customer does need to engage with our agents.
Helping manage our capacity by directing customers to email or live chat based on coverage at any moment.
Recommendations to others considering the product:
Recommend any company using a BOT to have someone dedicated (or near-dedicated) to analyzing/managing/updating it. There is continuous work to keep it current - a bot is not something you can build and just forget.
Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed.
Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed.
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.
Happy with the product
What do you like best about the product?
The interface is very easy and I have seen some amazing implementations of the features which I'm looking to implement
What do you dislike about the product?
That it only works on Google Chrome and not other browsers
What problems is the product solving and how is that benefiting you?
The number of clients and customers calling
Simple UI and Ease of Use of Product- Perfect Chatbot for Business users
What do you like best about the product?
The UI is very user friendly and you can understand how to work through with them.
The functionalities are drag and drop and you do not need coding for working on the chatbot.
Reports are very user friendly and provide quick insights
It is helpful to view what the customer typed and what was the BOT response
Making changes is simple to the BOT
If you are connected with their customer service team, they will provide you with a looker dashboard with insightful data on it.
The functionalities are drag and drop and you do not need coding for working on the chatbot.
Reports are very user friendly and provide quick insights
It is helpful to view what the customer typed and what was the BOT response
Making changes is simple to the BOT
If you are connected with their customer service team, they will provide you with a looker dashboard with insightful data on it.
What do you dislike about the product?
Reporting is cumbersome and there is no mix and match it is just set of 10 pre defined reports from which you can pull info.
Analytics can be improved.
The feature set and cost for lite package are way above the industry standards.
They do not have OCR capabilities.
I haven't experienced the block and catch replies available in Watson, Lex, etc.
Glass is a chat feature which is not available on the lite package
They have an API integration to pull data, they do not have out of the box integration except for Zendesk, so if you are a heavy user of Zendesk this suits a lot but if you are using other CRM/applications then the you need to be on the next plan (which I haven't experienced so far so wouldn't like to comment on that)
Analytics can be improved.
The feature set and cost for lite package are way above the industry standards.
They do not have OCR capabilities.
I haven't experienced the block and catch replies available in Watson, Lex, etc.
Glass is a chat feature which is not available on the lite package
They have an API integration to pull data, they do not have out of the box integration except for Zendesk, so if you are a heavy user of Zendesk this suits a lot but if you are using other CRM/applications then the you need to be on the next plan (which I haven't experienced so far so wouldn't like to comment on that)
What problems is the product solving and how is that benefiting you?
During 2020 we just started with ADA and we were able to deflect some questions and the pandemic started because of which we had to roll back a bit.
In 2021 as we get back we are hoping we can deflect a lot of questions and increase our self serve capabilities.
In 2021 as we get back we are hoping we can deflect a lot of questions and increase our self serve capabilities.
Recommendations to others considering the product:
If you are looking at a simple solution that is out of the box when you are working with Zendesk, then ADA is a good option. If you are a power user of chatbots and are looking for heavy lift then I would not recommend ADA
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.
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