# Ada Reviews **Vendor:** ADA SUPPORT, INC. **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.6/5.0 **Total Reviews:** 172 ## About Ada Ada is the omnichannel AI platform for customer service - built to automate, scale, and elevate the customer experience across support channels with AI agents. Since 2016, Ada has powered more than 5.5 billion interactions for global brands like Cebu Pacific, IPSY, monday.com, Pinterest, Square, and Sky, delivering extraordinary experiences at scale. Ada’s generative AI agents act as your most valuable customer service employee, delivering always-on, global support across every channel and language. From email and messaging to voice and beyond, Ada consolidates support operations, breaks down silos, and gives teams time back to focus on what matters most. AI Voice: Eliminate wait times with natural, fast, and frustration-free phone support—no IVR menus, only effortless resolutions. AI Messaging: Deliver always-on, personalized customer support across social, web, mobile, SMS, and more. AI Email: Turn your email channel into a productivity powerhouse with AI that resolves 70% of emails instantly. Designed for enterprise, Ada combines automation and intelligence with unmatched control, transparency, and security. Own your AI customer service strategy end-to-end within one platform. Coach your AI agent, track performance, ensure compliance, and integrate seamlessly—all in one place. Automate complex SOP workflows—from refunds to trial extensions, train your AI agent to follow SOPs with precision using Ada playbooks. Measure ROI—Track CSAT, automated resolutions, NPS, and custom KPIs that matter to your business, so you can prove performance and prioritize what’s working. Enterprise-grade security—HIPAA, SOC2, and GDPR compliant to safeguard sensitive data with industry-leading security practices. Effortlessly integrate your tech stack—a robust ecosystem of out-of-the-box integrations and flexible APIs for a seamless flow of data. Discover how Ada can resolve 83% of customer inquiries automatically, reduce costs, and achieve faster response times and higher CSAT, without compromising quality. Book a free consultation with our AI customer service experts to discover how you can deliver efficient, high-quality support on every channel. ## Ada Pros & Cons **What users like:** - Users commend Ada for its **ease of use** , appreciating the intuitive interface and proactive support from the team. (23 reviews) - Users value Ada's **helpful support** and intuitive design, enhancing user experience and resolving issues efficiently. (21 reviews) - Users value Ada for its **exceptional customer support** , providing quick responses and helpful assistance throughout the process. (17 reviews) - Users appreciate Ada's **natural language processing** and seamless integration, enhancing customer interaction and support efficiency. (17 reviews) - Users praise Ada's **easy setup** , noting the smooth onboarding process and intuitive system modifications. (13 reviews) - Efficiency (12 reviews) - Users value the **flexibility and ease of automation** in Ada, enhancing customer interactions while optimizing support flows. (11 reviews) - Easy Integrations (10 reviews) - Product Improvement (10 reviews) - Integrations (9 reviews) **What users dislike:** - Users face **usability issues** with Ada, particularly with natural conversation flow and integration challenges affecting efficiency. (10 reviews) - Users face **integration issues** with Ada, leading to obstacles in automation and data inconsistencies during operations. (9 reviews) - Users report **missing features** in Ada, limiting functionality and integration with platforms like Kustomer and Zendesk. (8 reviews) - Users face **usage limitations** with Ada, particularly when aligning its automation process to unique business operations. (8 reviews) - Users highlight **AI limitations** in Ada, noting difficulties in metrics, custom integrations, and natural conversation flow. (7 reviews) - Improvements Needed (7 reviews) - Users find that **Ada's limited features** hinder customization and integration, affecting the overall user experience. (7 reviews) - Inaccuracy (6 reviews) - Platform Limitations (6 reviews) - Users are frustrated by **limited chat management features** in Ada, leading to integration issues and a disjointed experience. (5 reviews) ## Ada Reviews ### 1. Powerful Platform and Outstanding Support **Rating:** 4.0/5.0 stars **Reviewed by:** Silvia H. | customer experience manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2025 **What do you like best about Ada?** What I like most about Ada is how much we’ve accomplished together through our partnership. Their platform is powerful, reliable, and easy to use, and the collaboration with their team has been excellent. Their team is super reactive, when we needed help or anything we wanted to achieve. They’ve helped us scale automation efficiently, improve our customer experience, and continuously find ways to optimize processes. The product evolves quickly, and their support makes a real difference. **What do you dislike about Ada?** While Ada’s platform is powerful and user-friendly, it can feel a bit limited when it comes to building more dynamic workflows or adapting the conversation logic automatically based on user intent. The setup process for flows sometimes requires more manual work and testing than expected, especially when compared to platforms that offer stronger built-in discovery features or self-optimizing flows. I’d love to see more automation in how the system learns from customer interactions and streamlines conversation building over time , this would make scaling and optimizing use cases even easier. **What problems is Ada solving and how is that benefiting you?** Ada is helping us automate and streamline a large portion of our customer interactions, which reduces ticket volume and improves response times. It enables us to provide instant, consistent answers to common questions while freeing up agents to focus on more complex cases. The platform also makes it easy to build and adjust flows based on customer behavior and feedback, giving us flexibility and control without depending heavily on engineering. This has led to greater efficiency, better containment rates, and an overall smoother customer experience. ### 2. Excellent Support and Easy Integration, but Some Workflow Challenges with Ada **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Ada?** The support we receive from Ada truly stands out compared to other tools we use for customer experience. From the start, the tool seemed to immediately grasp how our business operates and integrated smoothly with our existing suite of tools. It is extremely user-friendly, and whenever we encounter any issues or confusion, the team responds quickly to our questions and provides excellent support. Overall, our experience has been very positive. **What do you dislike about Ada?** Our business operates differently from many other companies or customers who use Ada. Instead of having Ada handle automations through its API, we typically perform automations only after a ticket is created. Because this approach doesn't align with how the tool is generally intended to be used, we've encountered some obstacles in how Ada interacts with customers and closes conversations. At times, the experience doesn't feel as natural as we would like. For example, the bot may repeat answers to the same question after a ticket has already been created, without taking the previous conversation into account. This seems to be more of an issue with how we are using the tool, rather than a flaw in the tool itself. **What problems is Ada solving and how is that benefiting you?** Ada is quickly becoming the first point of contact for our customer service team, making use of our comprehensive knowledge base to deliver answers to customers that were previously difficult to locate or communicate. We are experiencing a notably high containment rate in these interactions. While we still hope to achieve greater consistency, we have noticed an increase in customer satisfaction. ### 3. Easy to Use, but Integration with Zendesk Is Challenging **Rating:** 3.5/5.0 stars **Reviewed by:** Veronica F. | Operations Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Ada?** I like the ease of use and the way the product is built. **What do you dislike about Ada?** Integrating it with our Zendesk instance has been a challenge. There are a lot of workaround solutions we've had to implement in order to make it work. I'm also not a huge fan of the way Proactive Conversations are set up in the generative bot (compared with the declarative bot). **What problems is Ada solving and how is that benefiting you?** I like that we were able to integrate Ada with our contact form, so some of our emails are being answered by AI. ### 4. Ada helps scale support by improving automation and lowering escalations. **Rating:** 4.0/5.0 stars **Reviewed by:** Patrick A. | AI Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2025 **What do you like best about Ada?** Ada’s platform makes it easy to automate complex support flows, measure performance through clear metrics, and continuously optimize with minimal engineering effort. The improvements in containment and automated resolution show real, measurable impact. **What do you dislike about Ada?** Reporting can sometimes lack depth for nuanced analysis, and CSAT isn’t always the most accurate reflection of chatbot success — especially for automated interactions. **What problems is Ada solving and how is that benefiting you?** Ada automates repetitive support tasks, reducing escalations and freeing our team to focus on complex issues, which improves efficiency and customer experience. ### 5. Bumpy implementation **Rating:** 3.5/5.0 stars **Reviewed by:** Felipe C. | Customer Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2024 **What do you like best about Ada?** Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog. **What do you dislike about Ada?** Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement. Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule. **What problems is Ada solving and how is that benefiting you?** Mostly, Ada helped us with high containment rates. It helped customers self-service a lot better and de-escalate repetitive inquiries. **Official Response from Marley Gibbs:** > Dear Felipe, Thank you for your honest feedback and for highlighting how Ada has helped your support team manage customer inquiries efficiently. We’re sorry to hear about the challenges faced during implementation, especially with the complex intents and your Zendesk integration. Your experience with our Implementation Specialist is certainly not what we aim for, and we’ll take this feedback and address this internally. At Ada, we provide a plethora of resources and are continually developing more materials to ensure our customers feel fully enabled and supported. Our Customer Solutions team works directly with customers to address any technical challenges and provide ongoing assistance during their journey with Ada. We appreciate your feedback and are committed to improving your Ada experience. Please reach out if there’s anything more we can do to assist you. Best regards, Ada ### 6. Easy Building, Murky Data **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Ada?** I love how accessible Ada is: When I started managing our bot, Ada Academy made onboarding easy and comprehensive. In my day-to-day, Building Blocks make answer-building straightforward and even fun! I've also found our rep, Gina, to be very attentive. **What do you dislike about Ada?** I rely heavily upon Ada's reports to identify training opportunities and report to higher-ups. When gathering data, I often see conflicting numbers, which makes it hard to measure the effectiveness of the bot. These cases have been escalated to your Developers in two separate tickets, but have not seen any follow-up. We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support. **What problems is Ada solving and how is that benefiting you?** Ada addresses frequently asked questions and allows Betterment customers to self-service, thus deflecting ticket volume for our human support team. Because of Ada, we no longer have to hire & train new full-time agents. Instead, we are able to retain our team of ~35 by making their workload more manageable. We are working to use live chat to increase revenue (live chat rollover support = customers move their money to Betterment in real-time). However, as mentioned earlier, this use case has not been fully launched due to ongoing Ada <> ZD integration issues. ### 7. Well designed chatbots for any business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Ada?** Best-in-class chatbot that looks great and performs well. The builder platform has a drag-and-drop blocks design that makes building the chatbot a logical, intuitive, and efficient experience. Ada integrates well with Zendesk, so if you are using Zendesk, it is a perfect match. **What do you dislike about Ada?** If you have multiple chatbots on contract with Ada. The chatbots don't connect or aggregate data in any way. this makes for a disjointed experience. In a world where every application has an open API, Ada charges a lot for access to their data API. Pre-built integration are also a little lacking. **What problems is Ada solving and how is that benefiting you?** Ada contains and deflects a lot of customer inquiries that would normally go to our support team. It allows our customers to ask specific questions and get the answers they need quickly and efficiently. ### 8. The beginning of something great **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Ada has put together a great tool that has a short ramp-up time. This has allowed our agents to quickly learn how it works, create new answer paths, and provide self-service material without the need for as many live chats as before. **What do you dislike about Ada?** Currently, Ada does not allow us to download metrics into an excel spreadsheet. Instead, our Account Manager will download and forward over a report when requested. This is something they are currently working on, so I'm excited to see what they come up with! **Recommendations to others considering Ada:** Ada has been consistently making their product better, which gives me confidence that their service will soon be if they aren't already considered one of the best in their industry. They are very responsive to feedback and work closely with your team to ensure the setup and continued use of their product meet your needs and are more than happy to jump on a quick call or set up some time to discuss any issues you encounter. Their metrics are still a work in progress along with their Zendesk integration but they are receptive to feedback and will work with you to figure out alternative solutions, which I greatly appreciate! **What problems is Ada solving and how is that benefiting you?** As our company continues its aggressive growth, the need for a self-service tool that can reduce the number of one on one interactions between customers quickly become one of our top priorities. Ada enables us to provide more of our self-service material to customers than ever before. ### 9. The future of customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Julian G. | Support Lead: Digital self-service, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about Ada?** Reduction in ticket submissions that do not need to be answered by an agent, there are a lot of enhanced features that can personalize and automate bot actions. This in turn impacts my team's ability to focus on more critical strategic goals. **What do you dislike about Ada?** There are issues with understanding how best to measure success and track the impact of training the bot. There is so much data available but it the measuring tools aren't as specific in some places. **Recommendations to others considering Ada:** Ensure you have completed some training on how to use the bot. Measuring success is different for all clients but make sure you create a good format for how your UX will appear for users. **What problems is Ada solving and how is that benefiting you?** Reducing ticket volumes and controlling information provided by users who need to speak with a live agent. Ada is a way to deflect and filter issues so that agents have better context for an inquiry or issue. ### 10. Good but needs more customization options and better reporting **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** 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 Ada?** 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. **Recommendations to others considering Ada:** 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. **What problems is Ada 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. **Official Response from Elan Keshen:** > Thanks for sharing your feedback on compartmentalizing the content and reporting by product line. I will pass that on to the team. As for reviewing an activity log, we have a versioning toolkit coming to market shortly that will help you monitor changes to content. ### 11. Very good product **Rating:** 4.0/5.0 stars **Reviewed by:** Anton T. | Support rep, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** I really like how ADA helps us deflect numerous tickets and creates a positive hassle-free experience for users. We use ADA with Zendesk knowledge base and it integrates really well into our existing processes. It was also extremely easy to teach folks to create scenarios for ADA. The process is extremely simple and we required very little help from ADA support team. It is also very nice to have regular meetings with the ADA team who are always ready to help with any issues or questions we might have. Overall, we are really enjoying ADA. **What do you dislike about Ada?** Sometimes ADA can't understand the user's request. This might lead to a lot of frustration for users since they can't get their inquiry resolved, and can't immediately submit a support ticket. Also, when reviewing ADA's reports on monthly usage, we noticed that a lot of conversations are duplicated (two identical convos from the same person). It might be due to the fact that users simply create two identical conversations with ADA - we are not sure. **Recommendations to others considering Ada:** Some of our processes can't be automated via ADA. My recommendation is to consider how useful it'll be to you before you buy it. If your use'-case can't be adjusted for ADA, then it might not be too helpful. **What problems is Ada solving and how is that benefiting you?** We are using ADA to deflect support tickets and alleviate some of the workload on Support reps. ADA deflects over 600 tickets per month which is approximately how much one Support person solves. ### 12. Peak efficiency made simple. **Rating:** 4.0/5.0 stars **Reviewed by:** Jamie G. | customer service team leader, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Ada?** The user friendly answers/questions system. A very simple way of programming new answers, finding out what customers want to know about and spotting trends across the platform. **What do you dislike about Ada?** The lack of self learning AI, it remains a very manual process. **What problems is Ada solving and how is that benefiting you?** A huge deflection/containment rate which allows other agents to make better use of their time. A 24 hour service for customers who would otherwise contact us outside of our opening hours. ### 13. The Ada CX team is one of my favourite teams to work with. I wish the platform was more robust. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** The team are really helpful and engaging. They're focused on our success, and they're available when we need them (for the most part). They receive feedback well, and are good partners. **What do you dislike about Ada?** The platform itself is less robust (lots of things break, and they break often enough for it to create disruptions to our business), and I don't feel like it's super innovative/proprietary. I wish there were cooler feature sets that would surprise and delight our customers - we would lean in more to the platform if there were. **What problems is Ada solving and how is that benefiting you?** Operations and customer contacts at scale. We use the platform to handle low-level customer queries, instead of needing an agent to handle them. Orginally, Ada also allowed us to be operative 24/7, however we have upgraded our Customer Care model to be 24/7, so this is no longer only an Ada piece for us. ### 14. Happy to have this partnership **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** The quick and easy way to set up responses **What do you dislike about Ada?** We were unable to copy API test. it'd be nice if you have a app notifications, payment date calculation and general save and publish button. **Recommendations to others considering Ada:** I recommend an Ada as it is an easy platform to set up and manage. **What problems is Ada solving and how is that benefiting you?** Cancellation account flow! Now our users can cancel their account on the app, so they don't call to us. ### 15. Ada has been great and simple to use, for any internal requests I would recommend to a colleague **Rating:** 3.5/5.0 stars **Reviewed by:** James E. | Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Ada?** The Drag and drop building method, very simple to create **What do you dislike about Ada?** Having list options are easy, but if i want the options to appear differently, there isnt an alternative display, or atleast I dont know where it is. **Recommendations to others considering Ada:** Make it easier to change how the content appears, not sure if this is an option or not, but within the text box, include fonts, colors, etc., something like microsoft word. **What problems is Ada solving and how is that benefiting you?** Create a self serve option has helped reduce phone line wait queues ### 16. Ada is growing to and more robust; exciting to see! **Rating:** 4.0/5.0 stars **Reviewed by:** Chrissy V. | Director of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** 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 Ada?** 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. **Recommendations to others considering Ada:** Overall really great! They are innovative and are not afraid to try, even if the request is challenging! **What problems is Ada 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. ### 17. Pretty easy to build and maintain, great support **Rating:** 4.0/5.0 stars **Reviewed by:** Talya H. | Director of Product | Product Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** The Ada team was very hands on to get us going within 30 days. It did require a lot of investment and commitment from us, but the process went pretty smoothly and overall it was worth it. I love how open they are to questions and feedback; when we come across a situation we're not sure how to solve, our account manager gives us detailed answers, sometimes with a video of how to set it up. They aren't shy about checking things internally with their data scientists when necessary or setting up special reports and we've always felt like they're there for us. **What do you dislike about Ada?** I was surprised by the amount of work it took from our side to set up the bot. Obviously the customer has to be committed but it took more effort than I initially thought it would. The part the account manager/specialist does at first is really more of building a very fancy FAQ bot, while training you on how to do it. If you'd like the bot to be more conversational or to fill a different role than your FAQs, you would have to invest the time. The results are amazing - our bot has incredibly high recognition and containment rates, but it took a tremendous amount of work that at least I didn't expect. **What problems is Ada solving and how is that benefiting you?** We analyzed our support channels and saw that a huge part of our call center inquiries are targeted around product inquiries so we wanted to create another channel that explains that and that can answer general questions, by customers and prospects. The bot turned out to be a great avenue for that, especially since it's easier to convey the brand identity through it more than the FAQs for example. Second, we saw a lot of our customers has issues with login; the bot gave us tools to troubleshoot with them issue by issue with minimum frustration. ### 18. AI Chat bot **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2021 **What do you like best about Ada?** The implementation team is hands on and we had a lot of great support getting started with Ada **What do you dislike about Ada?** It takes a while to see positive results **What problems is Ada solving and how is that benefiting you?** Aiming to reduce the amount of cases our team needs to intervene on and hoping to help serve customers while our team is off hours or out of office ### 19. Helpful platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Ada?** Ada helps contain a large quantity of our customer support teams tickets. **What do you dislike about Ada?** I cannot think of anything that I dislike **What problems is Ada solving and how is that benefiting you?** Our team is saving time on questions that the bot can easily address ### 20. Ada's flexible system is the swiss army tool of chatbots **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Getting really into the options to create a great chatbot flow. **What do you dislike about Ada?** The search facility can require some getting used to requiring trial and error. **What problems is Ada solving and how is that benefiting you?** Deflection of customers by presenting them with relevant guides during the ticket submission process. ### 21. pretty good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in International Trade and Development | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** ease really can build and send live quickly **What do you dislike about Ada?** some things are difficult due to block limitations **What problems is Ada solving and how is that benefiting you?** cs support routing. routing is pretty successful ### 22. Simple UI and Ease of Use of Product- Perfect Chatbot for Business users **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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) **Recommendations to others considering Ada:** 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 **What problems is Ada 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. ### 23. Convenient and intuitive chatbot solution **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** Creating new answer titles, adding training questions and settings are pretty intuitive and convenient **What do you dislike about Ada?** It is not as customizable/ flexible compared to other solutions **What problems is Ada solving and how is that benefiting you?** Reduce the need for live agents ### 24. Easy multi featured chat bot **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Easy to integrate. Intelligent chat bot. **What do you dislike about Ada?** Limitations on message organization and UI modifications **What problems is Ada solving and how is that benefiting you?** Customer support! Customers can now speak to us at ease and contact us to have their questions resolved ### 25. Ada helps you scale and your customers get their answers faster **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Ada's interface is easy to use and allows content creators - even with minimal technological backgrounds - to make updates, changes and new content quickly. **What do you dislike about Ada?** Ada does not fully integrate with our current chat tool. Its core functions are able to connect seamlessly and have added great value but certain routing features require more investigation or work to get them live. **Recommendations to others considering Ada:** Focus on the problem you are trying to solve and optimize early AND often. If possible, create a Chat Bot Team that is dedicated to optimizing it - don't add it to someone else's plate as an additional responsibility. **What problems is Ada solving and how is that benefiting you?** Ada has allowed our customers to get answers faster and also saves our team's time for matters that require actual human intervention. Headcount cannot always - and should not - always increase as your business grows. A solution like Ada allows us to build workflows that help our customers learn and solve their problems even when we aren't online! It's a 24/7 support solution that can route to live chat if necessary - everybody wins! ### 26. Ada helps us support 90M users a month- faster! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Writing and Editing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about Ada?** One of the best thing that I like about Ada is how well their CX team operates. They're always available whenever we have any questions, very easy to contact and always on top of getting back to us. We have monthly meetings where they introduce new features, walk us through the roadmap and sometimes even invite us to beta test new features they're looking to implement. They're always on top of feedback which shows with how rapidly the product as grown and transformed, and if we have any questions they can always tell us if it's in the works of the roadmap, and if not they'll always make a note of it for the product team. They've even invited us to the office a few times, and taken us out to lunch! It's great to see how much they're listening! **What do you dislike about Ada?** The bots training is very manual, and there is a lot of initial work that needs to be done to make sure that the bot is working with a high satisfaction rate. Once the work has been put in, the bot works very well and can pick up on answers, but especially with multi-lingual, the training can get clogged with multiple languages and distort the clarity if you're not on top of maintenance. **Recommendations to others considering Ada:** Ensuring that there is enough time carved out to implement and continued maintenance of the bot will definitely help with the success. **What problems is Ada solving and how is that benefiting you?** The benefits would definitely be saving out Support agents time- we have a monthly user base in the tens of millions and so having a small team support millions of users on a monthly basis can be challenging. By taking the basic usability questions off our hands and help answer simple questions that would result in one-touch tickets, the team can work on larger projects to improve the overall experience. ### 27. Great Tool with Plenty of Future Potential **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2020 **What do you like best about Ada?** Ada is very user-friendly with a clean UX and intuitive design. From what I have seen and had experience with, Ada's AI also does seem to be more advanced than other chatbot tools I have seen. Additionally, as the admin, I do not need to pull in my tech team for any day-to-day needs (very light on code). The Ada team behind it is a dedicated team that always works to improve the product, which gives me confidence in continued improvements and feature rollouts to improve our user experience. **What do you dislike about Ada?** As an admin/publisher I would like to see scheduling and drafting features so that I can make proactive changes rather than having to go in at the time that a change needs to be implemented. There are many reports and insights that aren't always available in Ada's analytics dashboard; that said, the team is always quick to respond to manual report requests. **What problems is Ada solving and how is that benefiting you?** Ada has helped us to curb a significant number of inquiries that had previously gone to a live support agent, saving us valuable resources as well as creating more fulfilling work for our agents - they no longer have to spend so much of their time answering simple FAQ questions, and can dedicate their time to the more complicated needs and requests of our customers. ### 28. Ada Feedback for Chatbot **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** 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 Ada?** 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 Ada solving and how is that benefiting you?** Case deflection. We are able to contain 90% of chats and not hand them off to support. ### 29. Intuitive and Simple to Work With **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** I enjoy how I can create flows easily without having a technical background. **What do you dislike about Ada?** I wish there was a function to schedule a message not on a recurring basis. **Recommendations to others considering Ada:** Highly recommend for any organization looking to incorporate automation into their operations. **What problems is Ada solving and how is that benefiting you?** Ada has helped our business reduce call centre traffic and streamlined support cases, resulting in a better customer experience. **Official Response from Elan Keshen:** > Thanks for sharing your feedback - scheduling messages is definitely on our radar and I will flag your note to the product team. ### 30. Good but needs more customization options and integration with other chat tools such as Bomgar **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Simple interface Few downtimes good support **What do you dislike about Ada?** 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 **What problems is Ada solving and how is that benefiting you?** Quick answers for repeat questions by users. **Official Response from Elan Keshen:** > Hey there! Thanks for sharing your review and feedback. We have some exciting features coming in Q1 2021 that will support two of these areas you touch on - advanced branding (accent colours and updated chat window), and filter by variables. We will keep track of Bomgar as a Live chat tool as we expand our handoffs in the future. ### 31. My Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** The user interface is nice and the drag and drop is fine. The support is superb. Everyone we've dealt with from ADA is top notch. **What do you dislike about Ada?** the drag and drop utilities are not exactly good. They dont snap in place and often takes several tries to get things where needed **What problems is Ada solving and how is that benefiting you?** Creating a virtual assistant for our company ### 32. Ada Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about Ada?** I like the automatic detection that Ada used for assigned answers. If a customer typed in questions that were close enough in exact text to answers we had written, it would still match. I also liked the ease of use via the Ada dashboard. Training new staff on how to use Ada was a breeze because of this. **What do you dislike about Ada?** The bot was a bit slow at times. I found that the loading ellipsis were longer than they needed to be. I understand those ellipses were likely what the customer sees as the bot itself loads, but working on loading times might be a beneficial area of focus for the Ada team in the future. Note that we did not stop using Ada because of Ada as a product, but rather for a shift in the direction of the product that we used it for. **Recommendations to others considering Ada:** When using the chatbot, be very fine-tuned in your responses. Cover as much ground as you can to see your support conversion increase. **What problems is Ada solving and how is that benefiting you?** We we're able to bring the support debt on certain campaigns down by up to 90%, which was invaluable for saving us time, costs and resources! Ada also allowed for updates to be made that went live quickly, so we could constantly update the content we needed to convey. ### 33. Easy navigation, edit but room for improvement :) **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about Ada?** Ada is very straight forward when it comes to editing and adjusting articles. You don't need to have a background in tech/coding to figure out how it works - making it that much easier to adapt to your own site/platform **What do you dislike about Ada?** I do wish that Ada's metrics would become more sophisticated and in-depth. Often times, I feel that the metrics are only showing the overall trend but not the core that's creating the trend. **Recommendations to others considering Ada:** If you are looking for ways to reduce number of inquires for super easy and quick answers, ADA is a good option to consider. **What problems is Ada solving and how is that benefiting you?** Reducing overall ticket volume but also making our customers more self-efficient! ### 34. Ada has made every day interaction with customers more efficient and less cumbersome. **Rating:** 4.0/5.0 stars **Reviewed by:** Francisco E. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 05, 2020 **What do you like best about Ada?** Being able to train and customize the bot. **What do you dislike about Ada?** Ada sometimes finds difficulties know what the customer says, and its speech pathing can easily be tripped up. **Recommendations to others considering Ada:** Its a great product. **What problems is Ada solving and how is that benefiting you?** Ada is used to provide knowledge into our products, and provides a first essential step for our users. ### 35. Great experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2020 **What do you like best about Ada?** I like the customizability of the platform **What do you dislike about Ada?** How it integrates with other platforms, we found some challenges when Ada would create tickets and send it to Hubspot (Hubspots fault tho) **Recommendations to others considering Ada:** Take your time when implementing. Spend time on constantly rejigging it to make it better and better. You get what you put into it. Get all of the help and rersources from the ADA team that you can, they are lovely. **What problems is Ada solving and how is that benefiting you?** We are solving for ticket deflection to increase self-service. I realize that a lot of problems clients face can be solved by directing them through separate flows that typically end to our help-centre instead of creating a ticket. ### 36. Easy to use automation feature **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2020 **What do you like best about Ada?** The ease of using the product without needing to involve developers **What do you dislike about Ada?** Still slow to update features as it develops **What problems is Ada solving and how is that benefiting you?** Large ticket volume. ### 37. Helpful and Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Ada?** The platform is super easy to use. We love that we can update and change the bot whenever we are ready. **What do you dislike about Ada?** Sometimes I find the bot is not as smart as we would hope. I think that it can improve it's learning without having to train every aspect of it. **Recommendations to others considering Ada:** Utilize their team in support for setting up the initial questions. **What problems is Ada solving and how is that benefiting you?** We are solving the problem of 24/7 support. We only have a 9-5 team and the bot helps us make sure we are answering questions when we are not on. ### 38. Great product good company **Rating:** 3.5/5.0 stars **Reviewed by:** Rob S. | QA mangager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2019 **What do you like best about Ada?** The customer service with this company is great **What do you dislike about Ada?** Time it took to obtain the initial information requested **What problems is Ada solving and how is that benefiting you?** It has helped us integrate many different programs. ### 39. Ultimate Marketing implement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Environmental Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2019 **What do you like best about Ada?** The upsides of using Ada are the tools it gives you to create and your activities. **What do you dislike about Ada?** There are no downside to using ada. It is very useful! **Recommendations to others considering Ada:** You cannot rely on implementing social network in this mobile device. I hope they add this feature in the future. **What problems is Ada solving and how is that benefiting you?** Ada has impacted my work by helping engage customers and clients. ## Ada Discussions - [Remas](https://www.g2.com/discussions/50584-remas) - 1 comment, 2 upvotes - [What is Ada used for?](https://www.g2.com/discussions/what-is-ada-used-for) - 1 comment - [View Ada pricing details and edition comparison](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-05-24+02%3A58%3A25+-0500&secure%5Bsession_id%5D=3362518b-f7b5-4edf-b7ee-9b94f19b2162&secure%5Btoken%5D=4822aaef64288d05e07d0003acd0b13c6a976990b34ee6783024bed33722089e&format=llm_user) ## Ada Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 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AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Platform** - Multilingualism - Quality - Real-Time - Artificial Intelligence - Self-Improving - Volume **Customer Support** - Text - Speech - Knowledge Base **Data** - Reliability - Data Security **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Voice Recognition - AI Voice Assistants** - Voice Recognition **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Channel** - Security - Omnichannel - Privacy - Anonymity **Automation** - Ticket Resolution - Customization - Intelligent Routing **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Context Management - Customizability **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Channels** - Email - Social - Live Chat - Phone - Text **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Artificial Intelligence** - Learning - Language - Conversational AI **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls ## Top Ada Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,689 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,583 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,204 reviews)