Ada - AI Agent
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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.
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.
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