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Ada AI Agent
Ada is an AI-native customer service automation company that makes it easy for businesses to automatically resolve the greatest number of customer service conversations - across channels and languages - with the least amount of effort.
Reviews (186)
Helen P.
Easy Communication and an Amazing ADA Tram
Reviewed on Nov 03, 2026
Review provided by G2
What do you like best about the product?
Communication is easy, and the ADA tram is amazing.
What do you dislike about the product?
The initial set up took some time but we eventually managed
What problems is the product solving and how is that benefiting you?
Hoping that somehow MCP can be properly communicated to our security team so we can set it up with light PCI concerns
Adam .
Flexible Playbooks Scale Service, with Room to Improve Live Chat
Reviewed on Nov 03, 2026
Review provided by G2
What do you like best about the product?
I like the flexibility Ada’s tools give me. The combination of playbooks and tools lets us use a multibranch playbook for several customer journeys, collecting and validating information along the way and ensuring a positive outcome for the customer. Ada also lets us serve parents and schools in a scalable and efficient way while helping them manage their cases. Setup was very easy; we were live in around a week.
What do you dislike about the product?
I’d like more flexibility with live chat, though I think the limitations sit more in our service management tool. I’d like some sort of queue system.
What problems is the product solving and how is that benefiting you?
Ada lets us serve our customers in a scalable and efficient way while helping them manage their cases.
Anonymous
Friendly Chat Automation, but Multi-Bot Reporting Needs Work
Reviewed on Nov 02, 2026
Review provided by G2
What do you like best about the product?
I like Ada’s friendly UI, knowledge base, and continuous improvements. The UI makes it possible to provide the tool to less technical people, and the knowledge articles help people understand it faster. The improvements keep the system up to date in a fast-paced environment.
What do you dislike about the product?
I find metrics and reporting across multiple bots challenging. When I have 10+ bots, I have to copy and paste the metrics for each one unless I use Ada CLI. The initial setup wasn’t that complex, but it was time-consuming, especially changing from declarative to generative and moving from Playbooks v1 to v2.
What problems is the product solving and how is that benefiting you?
I use Ada to cut agent workload and chat queues by keeping the knowledge base updated and providing general information through the bot; complex queries are routed to agents.
Aline G.
Human-Like AI Support That Keeps Getting Better
Reviewed on Oct 30, 2026
Review provided by G2
What do you like best about the product?
I like Ada’s natural tone, which makes interactions feel human-like and gives users a better experience, with better flow and understanding. I’m happy with how Ada works and how it keeps evolving; a lot has changed and improved since we started using it, and they make sure it meets customers’ requirements. Ada’s AI reasoning is what prompted us to switch from Ultimate, and the setup was very easy. I also like the planned AI self-improvement feature that will flag issues in conversations itself, instead of me having to diagnose them.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I use Ada’s AI to deal with our users and help with customer issues like technical problems and billing.
Anonymous
Evolving AI Automation, Though Topic Editing Took a Step Back
Reviewed on Oct 30, 2026
Review provided by G2
What do you like best about the product?
I like that Ada is constantly evolving and bringing in new features that help our business and customers. The MCPs let us analyze conversations using Claude and ChatGPT instead of doing it manually. I also think the relaunched Playbooks version 2 is amazing. Ada automates more of the work we do with it, so we can focus on analysis and prioritizing instead of manually reviewing conversations one by one. When we moved from scripted Ada to generative Ada, it was very easy to set up.
What do you dislike about the product?
I miss being able to change a conversation’s topic or intent when it was assigned incorrectly. That feature has been removed. It’s not a huge change, but it feels like a loss more than a win.
What problems is the product solving and how is that benefiting you?
We use Ada as our tier 1 AI agent to handle chats and tickets. It helps resolve tier 1 agent ticket and SOP problems, including customer issues with flows in our app, online portal, or devices, and answers questions about our product, coverage, device use, and plans.
Computer Games
Feature-Packed AI Bot Builder with Stellar Support and Strong Integrations
Reviewed on Oct 29, 2026
Review provided by G2
What do you like best about the product?
It’s a great tool for turning customers’ generic questions into actionable items and useful feedback. Its integrations with a variety of tools support more complex problem-solving, and the platform is clear and packed with features that help you tailor your AI bot to what you need. Also, the Ada team is made up of stellar professionals who provide great support at all times.
What do you dislike about the product?
Not much to complain about overall, but the UI and aesthetic personalization options feel a bit limited. Also, managing multiple bots at the same time can be difficult right now, though it sounds like they’re developing new features to address that.
What problems is the product solving and how is that benefiting you?
The back-and-forth chat is great for helping us understand our customers’ issues, which can be of many different types. It also allows customers to use self-service flows that can resolve the issue without needing a human agent.
Biotechnology
AI-Driven MCP and Helpful Support, But Pricing and Release Communication Need Work
Reviewed on Oct 02, 2026
Review provided by G2
What do you like best about the product?
They are AI-driven and offers an MCP to easily connect to your local Claude sessions. This makes it easy to troubleshoot and make improvements without navigating their UI.
The team at Ada is very open to feedback and generally have a great support system. They'll walk you through onboarding and offer resources on how to connect any existing CRMs to their system. They try to make any connections straightforward and as simple as possible.
The team at Ada is very open to feedback and generally have a great support system. They'll walk you through onboarding and offer resources on how to connect any existing CRMs to their system. They try to make any connections straightforward and as simple as possible.
What do you dislike about the product?
Pricing could be more competitive for the services provided. Our team has provided lots of feedback on existing features and the lack of communication for upcoming product releases.
What problems is the product solving and how is that benefiting you?
Ada is helping us solve our customer support pipeline. That includes identifying areas of improvement, quickly responding to customers, and driving operational costs down.
Tassavour Shaikh
Automation has reduced repetitive support work and now improves customer satisfaction
Reviewed on Jul 04, 2026
Review from a verified AWS customer
What is our primary use case?
Ada is used to automate customer support, answer common inquiries, and reduce the workload on the support team.
It works best for handling FAQs, order status requests, account-related queries, and routing complex issues to the appropriate personnel.
Ada automatically resolves common queries and escalates complex or sensitive issues to a live agent, ensuring customers receive the right level of support without unnecessary delays.
What is most valuable?
The best features are AI-powered chatbot automation, natural language understanding, omnichannel support, workflow automation, and seamless integration with CRM and helpdesk platforms.
AI-powered chatbot automation has made the biggest difference for the team because it instantly handles routine customer inquiries, allowing the support team to focus on more complex issues.
One standout feature is the easy integration with existing support tools, making it simple to automate workflows without disrupting current processes.
Ada's AI governance and security are strong with robust access controls, secure data handling, and enterprise-grade compliance features that help protect customer information.
Its AI is highly accurate and reliable for understanding customer intent, answering common questions, and providing consistent responses with minimal errors.
It has impacted the organization positively by reducing support response times, improving customer satisfaction, increasing agent productivity, and reducing the volume of repetitive support tickets.
Faster first response times have been achieved, along with a noticeable reduction in repetitive support tickets and improved customer satisfaction with Ada resolving a significant portion of routine inquiries without agent intervention.
What needs improvement?
Ada could be improved with better handling of highly complex conversations, more customization for AI responses, and deeper integrations with third-party business applications.
For how long have I used the solution?
Ada has been in use for around six months.
What other advice do I have?
I would recommend starting with high-volume repetitive support use cases, training Ada with quality knowledge base content, and regularly reviewing conversations to improve accuracy over time.
Starting with repetitive support requests first to build confidence in Ada, then gradually expanding to more complex workflows is advisable. Additionally, keeping the knowledge base up to date, monitoring Ada's performance regularly, and defining clear escalation paths to human agents is essential.
I would rate this solution a 9.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Shadrach Godwish Chukwu
Automated chat support has reduced ticket escalations and improves response times for complex issues
Reviewed on May 31, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case is automating customer support chats, and I leverage it for various other tasks as well.
I have utilized Ada for customer support chats and handling customer questions, specifically by setting up responses for FAQs. When users inquire about pricing or basic support issues, Ada provides instant replies without needing a human agent.
I have used Ada for routing more complex questions so that when the bot cannot handle something specific, it automatically directs inquiries to the appropriate support team, making the whole support process smoother and more organized.
What is most valuable?
The best features that Ada offers include chatbot automations, smart routing, and the easy setup of FAQ responses. What stands out for me is its ability to handle conversations automatically while still passing complex issues to humans when needed without breaking the flow.
Smart routing sends each question to the right place based on what the user is asking. Simple issues remain with the bot, while complex ones reach the human team, resulting in much faster replies and a reduction in wrong escalations.
There was a clear improvement in how quickly customers got the answers they needed, as they received instant responses instead of waiting for an agent. Many simple questions no longer required human support, resulting in a significant reduction in escalated tickets and a faster support flow overall.
Ada has greatly improved response times because customers are getting answers almost instantly, which also reduces the workload on support agents. Most common questions are managed by the bot, allowing the team to focus on harder issues.
What needs improvement?
I think Ada could improve with more flexibility in customizing chatbot responses to feel more natural in varied situations. Better analytics would help by providing clearer insights into user inquiries and where the bot may be failing.
I would like to see smoother integrations with more third-party tools such as CRMs and help desk systems for easy data flow without extra setup, along with more pre-built integrations to help new users with faster setup.
An improvement would be having more ready-made templates for different industries to make setup faster for new users.
A wish list item for me would be to have a real-time preview when building chatbot flows to test changes more quickly, along with more industry-specific templates to streamline setup for different types of businesses.
For how long have I used the solution?
I have been working in the field of virtual assistance and using CRM tools along with automations and workflow support for about three or four years.
What other advice do I have?
My advice for others looking to use Ada is to start simple by setting up basic FAQs first, then gradually build more complex workflows as you understand the system better. Understanding the system is key to making onboarding easier and reducing mistakes.
Ada is a very solid tool overall; it effectively handles repetitive customer questions and improves response speed. Once properly set up, it significantly helps reduce pressure on the support team, allowing them to focus on more complex issues.
I would rate my overall experience with Ada an 8 out of 10.
Danielle G.
Ada’s Seamless Onboarding, Powerful Playbooks, and Rock-Solid Reliability
Reviewed on May 29, 2026
Review provided by G2
What do you like best about the product?
Their team has been great. They have a dedicated onboarding team, the process was very clear, and the drag-and-drop interface saved me hours of setup. They walk you through every step, so you stay in control while still having their support.
My favourite feature is the playbooks. You can write out what you want, and the Ada system takes your thoughts and turns them into an effective protocol for your chatbot to use. The Ada software also integrates seamlessly with our support ticketing platform. The UI is clean and simple.
I look forward to interacting with the Ada system daily, and the reporting helps me objectively review our processes and see what’s working. The Ada system has never failed us, and in the two years I’ve been using it, we’ve never had any noticeable downtime.
Our support team has seen an decrease in overall volume year over year despite our business increasing dramatically. This system is worth the cost as it has improved our support teams output.
My favourite feature is the playbooks. You can write out what you want, and the Ada system takes your thoughts and turns them into an effective protocol for your chatbot to use. The Ada software also integrates seamlessly with our support ticketing platform. The UI is clean and simple.
I look forward to interacting with the Ada system daily, and the reporting helps me objectively review our processes and see what’s working. The Ada system has never failed us, and in the two years I’ve been using it, we’ve never had any noticeable downtime.
Our support team has seen an decrease in overall volume year over year despite our business increasing dramatically. This system is worth the cost as it has improved our support teams output.
What do you dislike about the product?
I can’t find a single issue with Ada. I really like all of its features, and they’re constantly rolling out new ones—many that I didn’t even realize were missing or that were possible options for AI software. Overall, I feel like they’re at the top of the game. They dramatically stand out as the first choice for AI chatbot support.
Anytime I have come across an issue their dedicated accelerate team were able to resolve it instantly.
Anytime I have come across an issue their dedicated accelerate team were able to resolve it instantly.
What problems is the product solving and how is that benefiting you?
Ada is able to take on the small stuff. So much of support is made up of monotonous, easy-to-answer inquiries—how to make a purchase, how to interact with our software, and similar questions. Ada handles the majority of those inquiries, so our team is able to handle the big stuff. The real tough issues that require investigation and problem solving. Ada allows our agents to be available, and it has cut our teams response time into a third of what it was pre-Ada.