Ada Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users commend Ada for its ease of use, enabling efficient customer support and seamless integration with existing tools. (23 mentions)

Users greatly value Ada's exceptional support and intuitive design, enabling quick resolutions and seamless interactions. (21 mentions)

Users appreciate Ada's quick and effective customer support, always eager to assist and resolve issues promptly. (17 mentions)

Users value Ada's natural language processing, seamless interactions, and exceptional customer support for efficient issue resolution. (17 mentions)

Users appreciate the easy setup of Ada, enjoying a smooth onboarding process with helpful support every step of the way. (13 mentions)

Users face usability issues with Ada, particularly due to mismatches in workflow and less natural conversation handling. (10 mentions)

Users face integration issues with Ada when using different systems, leading to inconsistencies and incomplete functionality. (9 mentions)

Users find missing features in Ada, particularly with metrics and integration support, limiting its overall effectiveness. (8 mentions)

Users experience usage limitations with Ada, particularly when it doesn't align with specific operational needs and workflows. (8 mentions)

Users note AI limitations in Ada, citing issues with metrics accuracy, integration challenges, and a less intuitive flow. (7 mentions)

5 Pros or Advantages of Ada

1. Ease of Use

Users commend Ada for its ease of use, enabling efficient customer support and seamless integration with existing tools.

See 23 mentions

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Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you like about Ada?

I like how easy it is to use, train, analyze, and improve Ada. Without any need for code, we can train an AI bot easily. I also appreciate the ease of

Victor W.

Enterprise (> 1000 emp.)

4.5/5

"Enhancing Customer Support with Powerful Integrations"

What do you like about Ada?

I like Ada for its ease of use and the out of the box integrations. The robust API/HTTP capabilities are a standout for me, along with the amazing cus

2. Helpful

Users greatly value Ada's exceptional support and intuitive design, enabling quick resolutions and seamless interactions.

See 21 mentions

See Related User Reviews

Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you like about Ada?

I like how easy it is to use, train, analyze, and improve Ada. Without any need for code, we can train an AI bot easily. I also appreciate the ease of

David G.

5.0/5

"Revolutionized Customer Support Efficiency"

What do you like about Ada?

I really like Ada's ability to train and improve, and to quickly see the results of updates. The integration of knowledge from support platforms like

3. Customer Support

Users appreciate Ada's quick and effective customer support, always eager to assist and resolve issues promptly.

See 17 mentions

See Related User Reviews

Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you like about Ada?

I like how easy it is to use, train, analyze, and improve Ada. Without any need for code, we can train an AI bot easily. I also appreciate the ease of

Victor W.

Enterprise (> 1000 emp.)

4.5/5

"Enhancing Customer Support with Powerful Integrations"

What do you like about Ada?

I like Ada for its ease of use and the out of the box integrations. The robust API/HTTP capabilities are a standout for me, along with the amazing cus

4. Features

Users value Ada's natural language processing, seamless interactions, and exceptional customer support for efficient issue resolution.

See 17 mentions

See Related User Reviews

Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you like about Ada?

I like how easy it is to use, train, analyze, and improve Ada. Without any need for code, we can train an AI bot easily. I also appreciate the ease of

Victor W.

Enterprise (> 1000 emp.)

4.5/5

"Enhancing Customer Support with Powerful Integrations"

What do you like about Ada?

I like Ada for its ease of use and the out of the box integrations. The robust API/HTTP capabilities are a standout for me, along with the amazing cus

5. Easy Setup

Users appreciate the easy setup of Ada, enjoying a smooth onboarding process with helpful support every step of the way.

See 13 mentions

See Related User Reviews

Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you like about Ada?

I like how easy it is to use, train, analyze, and improve Ada. Without any need for code, we can train an AI bot easily. I also appreciate the ease of

Victor W.

Enterprise (> 1000 emp.)

4.5/5

"Enhancing Customer Support with Powerful Integrations"

What do you like about Ada?

I like Ada for its ease of use and the out of the box integrations. The robust API/HTTP capabilities are a standout for me, along with the amazing cus

5 Cons or Disadvantages of Ada

1. Usability Issues

Users face usability issues with Ada, particularly due to mismatches in workflow and less natural conversation handling.

See 10 mentions

See Related User Reviews

Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you dislike about Ada?

the unification of emails so that multiple bots are not necessary, something they are developing

Victor W.

Enterprise (> 1000 emp.)

4.5/5

"Enhancing Customer Support with Powerful Integrations"

What do you dislike about Ada?

Pricing is a big one, and due to the nature of our product, security updates from Ada would be nice. For things like Playbooks, I've found that once a

2. Integration Issues

Users face integration issues with Ada when using different systems, leading to inconsistencies and incomplete functionality.

See 9 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Great UI and Customization, but Needs Better Analytics and Support"

What do you dislike about Ada?

I believe metrics and analytics could use some improvement and get more granular. In some cases, some more technical support is needed for some custom

Veronica F.

Mid-Market (51-1000 emp.)

3.5/5

"Easy to Use, but Integration with Zendesk Is Challenging"

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

3. Missing Features

Users find missing features in Ada, particularly with metrics and integration support, limiting its overall effectiveness.

See 8 mentions

See Related User Reviews

Victor W.

Enterprise (> 1000 emp.)

4.5/5

"Enhancing Customer Support with Powerful Integrations"

What do you dislike about Ada?

Pricing is a big one, and due to the nature of our product, security updates from Ada would be nice. For things like Playbooks, I've found that once a

Toby M.

Mid-Market (51-1000 emp.)

4.5/5

"Effortless Customer Support with Fast Results"

What do you dislike about Ada?

I find the UI for customers powered by Ada's playbooks feature could be improved. Currently, there's a limitation where we're unable to show images or

4. Usage Limitations

Users experience usage limitations with Ada, particularly when it doesn't align with specific operational needs and workflows.

See 8 mentions

See Related User Reviews

Tiago N.

Mid-Market (51-1000 emp.)

5.0/5

"Easy to Use and Train, with Excellent Support"

What do you dislike about Ada?

the unification of emails so that multiple bots are not necessary, something they are developing

Toby M.

Mid-Market (51-1000 emp.)

4.5/5

"Effortless Customer Support with Fast Results"

What do you dislike about Ada?

I find the UI for customers powered by Ada's playbooks feature could be improved. Currently, there's a limitation where we're unable to show images or

5. AI Limitations

Users note AI limitations in Ada, citing issues with metrics accuracy, integration challenges, and a less intuitive flow.

See 7 mentions

See Related User Reviews

Verified User

Mid-Market (51-1000 emp.)

5.0/5

"Ada Delivers Reliable, Personalized Support—With Ongoing Improvements"

What do you dislike about Ada?

At times, Ada has provided responses or commitments that weren’t part of its original training — such as offering actions it isn’t actually able to pe

Silvia H.

Mid-Market (51-1000 emp.)

4.0/5

"Powerful Platform and Outstanding Support"

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 convers

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Sheena K.

Mid-Market (51-1000 emp.)

11/5/2020

"Using Ada is easy and efficient."

5/5

What do you like best about Ada?

The best thing about using Ada is how quickly you can make changes. It is intuitive and easy to understand. Whether it is correcting spelling errors, adding update notifications, scheduling automatic reroutings to different support departs, or even changing the flow of an answer, it all can be done within minutes. It means that our customers are always seeing the most up to date information.

I also like the fact that you can always test the content before sending it live. Review collected by and hosted on G2.com.

What do you dislike about Ada?

1. I struggle most with the reports. There could be more details (in-app) in terms of how best to use them and what is measured.

2. The questions tab often glitches when loading questions, it makes it hard to find the answer you want to train to, because the page reloads or it stops working and you have to refresh the entire page and start again. Questions also repeat even though they have been trained as a part of the glitch.

3. When using the conversation tab and filtering for a specific date or rating all answers including those not intended to be seen (based on the filter) show up. It would be great if there was a message (clickable) that said "All above conversations are outside of the filtered requirements" Review collected by and hosted on G2.com.

Recommendations to others considering Ada:

If you are considering using Ada, ask yourself: What problem would be solved with the speed offered by Ada and how can I leverage the information we already have? Review collected by and hosted on G2.com.

What problems is Ada solving and how is that benefiting you?

Connecting and communicating with customers immediately - proactively or otherwise.

For example:

1. We are using proactive intros to solve for onboarding issues

2. We are using list formats to reduce customer effort

3. We are using scheduling to reroute customers when the support team has recurring meetings or it is a recurring holiday. Review collected by and hosted on G2.com.

Verified User in Consumer Electronics

Mid-Market (51-1000 emp.)

11/11/2021

Business partner of the seller or seller's competitor, not included in G2 scores.

"Wonderful Chat Bot"

5/5

What do you like best about Ada?

Very easy to set up and use. When properly integrated, it saves a lot of money on automating consumer interaction. Review collected by and hosted on G2.com.

What do you dislike about Ada?

Takes a little time to understand and get integrated. Review collected by and hosted on G2.com.

Oswaldo R.

Customer Service Manager

Mid-Market (51-1000 emp.)

2/16/2021

"Great way to scale your business!"

4.5/5

What do you like best about Ada?

Since our first meeting the ADA team was completely onboard, our Sales Rep was amazing, always providing all the info at the right moment, and the transition to our KAM and the Engineers was clean and amazing too! Review collected by and hosted on G2.com.

What do you dislike about Ada?

Not much! Even on USA holidays, we can always count on someone! Review collected by and hosted on G2.com.

George A.

Mid-Market (51-1000 emp.)

11/5/2020

"LOVED by our IT, Customer Experience, Marketing teams and most importantly our customers"

5/5

What do you like best about Ada?

It's so SIMPLE to setup, manage, test, update, go-to-market.

And Ada truly has a partnership mindset and approach. Overall great product and incredible team. Review collected by and hosted on G2.com.

What do you dislike about Ada?

I don't dislike the existing features as they're also very open to feedback on roadmap items however I do wish their AI chatbot would integrate and front our Call Centres. I'd rate them 11/10 at that point. Review collected by and hosted on G2.com.

Recommendations to others considering Ada:

What are you waiting for? Review collected by and hosted on G2.com.

What problems is Ada solving and how is that benefiting you?

We were finally able to launch a scalable, friendly, conversational and automation-first 24/7 customer service that's aligned with our brand and customer-centric values. Our go-to-market took less than 60 days to launch flows and interactions that cover the E2E customer journey all while driving 72% containment rates (meaning our AI bot handled the customer request without escalating to our eCare agents). All this before we integrated with SalesForce so can't wait for what's to come! Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

11/16/2021

"Convenient and intuitive chatbot solution"

3.5/5

What do you like best about Ada?

Creating new answer titles, adding training questions and settings are pretty intuitive and convenient Review collected by and hosted on G2.com.

What do you dislike about Ada?

It is not as customizable/ flexible compared to other solutions Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

11/9/2021

"Easy multi featured chat bot"

4/5

What do you like best about Ada?

Easy to integrate. Intelligent chat bot. Review collected by and hosted on G2.com.

What do you dislike about Ada?

Limitations on message organization and UI modifications Review collected by and hosted on G2.com.

Verified User in Health, Wellness and Fitness

Enterprise (> 1000 emp.)

11/9/2021

"Fantastic Tool"

5/5

What do you like best about Ada?

Ease of use. Anyone can create and manage content on this bot. Review collected by and hosted on G2.com.

What do you dislike about Ada?

The dashboard could use some additional features but I'm sure those will be released soon! Review collected by and hosted on G2.com.

Neil G.

Director, Customer Experience

Small-Business (50 or fewer emp.)

2/16/2021

"Full featured chat bot solution coupled with robust support resources"

4.5/5

What do you like best about Ada?

Works well, very configurable, supports major integrations. Support team is very hands on and accessible during and after onboarding. Review collected by and hosted on G2.com.

What do you dislike about Ada?

Missing some features/capability on the reporting side. Integrations aren't included in base pricing and are quite expensive. Review collected by and hosted on G2.com.

Recommendations to others considering Ada:

Make sure to understand what a "chatbot" like Ada can and can't do. It is only as effective as the resources, content and workflows you add into it. Review collected by and hosted on G2.com.

What problems is Ada solving and how is that benefiting you?

Technical Support triaging and lead capture. Works well to deflect low-tier tech support requests away from live agents. Review collected by and hosted on G2.com.

Response from Elan Keshen of Ada

edit

Thanks for the review Neil, I would love to hear what reports you and the team are looking for. Improving our reporting and insights engine is a key product goal in the short term.

Verified User in Retail

Small-Business (50 or fewer emp.)

2/16/2021

"Great Chat Bot application"

4.5/5

What do you like best about Ada?

The analytics/reporting tool makes it easy to add more answers and upgrade our Chat Bot application, and the Questions tab makes it easy for us to train our bot by providing an overview of all the questions the bot is lacking. Not to mention the great support from the ADA team. Review collected by and hosted on G2.com.

What do you dislike about Ada?

There is always room for improvement, the reports should include more detailed data and the bot should include more languages. Review collected by and hosted on G2.com.

Recommendations to others considering Ada:

Although it's not the cheapest tool in the market, nothing beats the amount of tools and features Review collected by and hosted on G2.com.

What problems is Ada solving and how is that benefiting you?

With Ada we are providing a better and quicker problem resolution process for our customers. We've manage to increase drastically our containment rate and reduce our customer service costs. Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

2/16/2021

"Ada helps you scale and your customers get their answers faster"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.