Ada - AI Agent
AdaExternal reviews
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Intuitive and efficient!
What do you like best about the product?
Having had previous experience with chatbots, I can say ADA's interface is undoubtedly the most intuitive, efficient and modern I've ever worked with. Creating answers or decision trees as well as changing chatbot functionalities is as easy as it can be! The native Zendesk integration available is also a great plus, which was extremely easy to set up, and got us going in no time!
What do you dislike about the product?
The analytics section, although quite robust, could be improved, giving clients the option of seeing additional numbers and statistics. ADA's team however, is always willing to help you get further relevant information "outside the platform". Due to the fact that the Zendesk "ADA Glass" integration is a relatively new feature, it still has its teething problems. The ADA team however, is looking hard on investigating and solving these hiccups, recommending interim workarounds along the way.
What problems is the product solving and how is that benefiting you?
As a company which works with customers from all over the world, we are now able to provide multilingual assistance without the need of translating every single content/answer. Instead, we have the option of fixing small automatic translation hiccups in specific answers.
Recommendations to others considering the product:
When looking to combine ADA's chatbot with a live chat platform, I would recommend going for the Zendesk Chat integration. Despite its teething problems due to the recent launch, ADA is headed the right direction!
Uplift and Ada = match made in AI Heaven
What do you like best about the product?
The numbers. They don't lie. We love the analytics and seeing what information is working for our customers.
What do you dislike about the product?
The set up was a little daunting at first, but the Ada team helped every step of the way.
What problems is the product solving and how is that benefiting you?
Ada has saved our support team countless working hours and allowed them to better the bot with that extra time. We are looking to add another bot in the near future.
Recommendations to others considering the product:
Team Ada has been unbelievable. What they don't know, they find out. What they say they will do, they do.
Industry Leading Customer Success
What do you like best about the product?
The support provided is industry leading! Ada's Customer Success Team is knowledgable, fast to act, and always willing to go above and beyond to assist!
What do you dislike about the product?
Something that I struggle with is keeping track of my bot responses. It would be incredibly useful to have a feature that maps out your answers so you can easily see which answers are linked to each other!
What problems is the product solving and how is that benefiting you?
Ada acts as our first tier of support for our customers. Many of their questions can be answered by the bot, and if additional help is required, Ada can hand off the conversation to one of our live chat agents, providing a summary of the issue to the agent for context!
Consistently impressed and very well supported
What do you like best about the product?
The technology is thorough and works very smoothly, but the attentive support by our account manager and their technical team sets the entire experience apart. It has also allowed us to optimize the extensive help documentation that we have created for our users, something that had been previously ignored. Their team is very attentive to our personal needs and is great at focusing on the elements of their capabilities that apply most to us.
What do you dislike about the product?
We haven't experienced any problems or challenges that weren't either totally reasonable or solved promptly. When we have had challenges, they have been promptly addressed by either our account manager or a technical expert within the company. Ada is easy to recommend for anyone with the motivation to set up and maintain it.
What problems is the product solving and how is that benefiting you?
We have an extensive self-service help section, but our users rarely take the time to access it. Ada has provided a real-time support net to make sure our users are taking advantage of our self-service resources and freeing up our human support team to handle complex and creative problems. Ada also allows us to provide a more real-time experience to users when our live support is unavailable due to limited scheduling during slow seasons or extreme volume during busy seasons.
Recommendations to others considering the product:
Take plenty of time with set up and strategize a structure to your responses before you begin. Start simple and make things more complex slowly over time to avoid working yourself into any tangles.
Ultimate Marketing implement
What do you like best about the product?
The upsides of using Ada are the tools it gives you to create and your activities.
What do you dislike about the product?
There are no downside to using ada. It is very useful!
What problems is the product solving and how is that benefiting you?
Ada has impacted my work by helping engage customers and clients.
Recommendations to others considering the product:
You cannot rely on implementing social network in this mobile device. I hope they add this feature in the future.
Great product good company
What do you like best about the product?
The customer service with this company is great
What do you dislike about the product?
Time it took to obtain the initial information requested
What problems is the product solving and how is that benefiting you?
It has helped us integrate many different programs.
It gets the job done.
What do you like best about the product?
It is fairly easy to set up and use. The functionality is very streamlined.
What do you dislike about the product?
It could truly use an update. I feel like an update could take this ahead of the curve. As of now it's suitable.
What problems is the product solving and how is that benefiting you?
In the solar industry, there are quite a bit of customer questions, payments, time spent. With customer self-service it frees up a lot of time.
Recommendations to others considering the product:
It gets the job completed.
Great product, great team
What do you like best about the product?
Cutting edge capabilities, very customizable, both on the user side and on the enterprise side.
What do you dislike about the product?
Needs better analytics and need to have analytics to be able to incorporate with the rest of the ticketing system
What problems is the product solving and how is that benefiting you?
Incoming customer service inquiries were deflected at a rate of ~50%
Saving $30,000+ per year with Ada
What do you like best about the product?
The complete customization capabilities. Our Ada chatbot has a unique voice - one that is specifically tailored to our younger customer base - and we love that we can control our user journey with shuffled answers, emojis, and easy daily training. Also, our ACX Consultant is top notch!
What do you dislike about the product?
There are multiple tiny bugs that don't impact the UX by any significant means, but it would be nice to squash them eventually. I can start preparing a list of these if you'd like!
What problems is the product solving and how is that benefiting you?
We were actually able to replace our Live Chat service with Ada. This not only has saved us close to $30,000 already this year, but has helped us identify the most common drivers of customer tickets so we can address these in our platform before our customers need assistance.
Recommendations to others considering the product:
Make sure to set aside time to train your bot for at least a few minutes every day. With some unexpected employee turnover last year, we're still playing catch up from 6 months of no training.
Excellent platform with great client services
What do you like best about the product?
The platform interface is straight-forward for our clients and easily managed internally. I like that the chat functions are quick and easy to change, which allows us the flexibility to act fast i.e. if we're having technical issues and need to inform clients instantly. The look of the platform is attractive and customizable. Another great part is the new Analytics tool, which is a great way to monitor usage and see how well the chatbot is resolving questions, easy to spot gaps in our communication flow and improve where needed.
What do you dislike about the product?
A feature that would be handy is to view all the chat flows in your bot as an overview, which would allow us to see if there are overlaps, maybe some answers are too similar and need to be condensed. I understand that the Ada developers are working on this so it's already on the roadmap.
What problems is the product solving and how is that benefiting you?
We manage a high volume of users with a small support team, Ada allows our internal staff to focus on more complicated matters. By using Ada to help our clients with basic questions and technical know-how, it covers a wide range of subjects and often resolves their problems without being escalated to human support.
Recommendations to others considering the product:
It's a great complementing tool to our current service and frees up our 'Human Support' to work on more complicated matters.
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