Ada AI Agent

What do you like best about the product?

The people, the connections. Both so great

What do you dislike about the product?

Sometimes it’s fast paced, and I found myself getting lost at times

What problems is the product solving and how is that benefiting you?

CLI implementation was a huge thing for me

What do you like best about the product?

Great team and a great product. The chat feature has been a real game changer for me. They are constantly innovating and adding new features to make their product easier to integrate and improve across our company.

What do you dislike about the product?

Nothing to add—they are great. The product has also been great to implement, and the overall experience has been very positive. Implementation takes time, but that is expected for a solution this big and personalized to our brand.

What problems is the product solving and how is that benefiting you?

Customer experience across chat and eventually voice channel. Providing availability to less complex answers quicker and via a cheaper channel.

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

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.

What do you like best about the product?

I like that Ada gives me a clear, structured way to track accommodation requests. I appreciate the protection of employees from discrimination and of sensitive data. The initial setup was very easy.

What do you dislike about the product?

Most of my processes are still manual, and I’d like to use a dedicated case type.

What problems is the product solving and how is that benefiting you?

I use Ada to manage disability accommodations compliantly and prevent discrimination.

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.

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.

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.

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.

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.

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.