Ada's chatbot tools have been a huge help in deflecting customer service tickets, and helping to better provide our users with self-serve options without having to write in to support. Review collected by and hosted on G2.com.

We have not found anything missing from the currently available products, but we do very much look forward to the additional integrations planned for Twitter DMs. Review collected by and hosted on G2.com.

It is customizable and it is user-friendly.No-Code / Low-Code Design

You don’t need to be a developer to build or update chatflows.

Teams can easily set up responses, decision trees, and logic through a visual interface.

Powerful Integrations

Works well with systems like Zendesk, Salesforce, Shopify, and internal CRMs.

Lets customers get account info or submit tickets without switching platforms.

Omnichannel Capability

Ada can run on web, mobile apps, social media (Messenger, WhatsApp), or SMS — with a consistent user experience across all.

AI + Natural Language Understanding (NLU)

Can understand how users phrase questions differently (e.g., “block my account” vs. “deactivate my wallet”).

Learns over time from interactions, improving accuracy.

Scalable for High Volume

Can handle millions of interactions simultaneously, useful for companies like GCash with huge user bases.

Customizable User Journeys

Businesses can tailor flows — like ID verification, balance check, or ticket creation — to match their exact process and tone.

Real-Time Handoff to Human Agents

Smoothly transfers complex issues to a live agent in Zendesk or another CRM without losing chat history.

Analytics & Reporting

Offers dashboards showing metrics like resolution rate, deflection rate, and common queries — helping improve automation coverage.

Security & Compliance

Enterprise-grade encryption and data privacy features suitable for fintech and banking environments.

Multilingual & Localization Support

Can understand and reply in multiple languages, including Taglish, which is particularly useful for Philippine customers. Review collected by and hosted on G2.com.

1. Limited “True AI” Capabilities

Ada uses pattern-based understanding (NLU) rather than full generative AI.

It recognizes intent and keywords well, but it can’t fully “converse” freely like ChatGPT.

Complex or unexpected phrasing may still confuse it unless trained specifically.

2. Requires Strong Maintenance

To keep accuracy high, Ada needs continuous training and content updates.

If intents, flows, or keywords aren’t regularly reviewed, the bot can misroute or give outdated answers.

3. Dependent on Scripted Flows

Most of Ada’s responses are predefined, so it can’t reason dynamically.

It follows decision trees — if a user goes off-script, Ada may fail to recover or get “stuck.”

4. Limited Context Memory

Ada can recall the current conversation but doesn’t retain long-term user context (e.g., what the user said in past chats).

This limits personalization unless connected to a CRM or database.

5. Integration Complexity

While it integrates with Zendesk, Salesforce, etc., setup can be complex and time-consuming.

Errors in API configuration can cause ticket syncing or data handoff issues.

6. Analytics Depth

The built-in analytics dashboard gives general data (volume, resolution, escalation),

but advanced insights (like user sentiment or root cause analysis) require third-party tools or exports. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The lack of self learning AI, it remains a very manual process. Review collected by and hosted on G2.com.

- The dedication from the ADA team for always being there to help out whenever necessary and providing tips/suggestions for troubleshooting and chatbot improvement.

- The ability to customize the message according to the response from the internal APIs.

- The continuous innovation/improvement on the platform. Review collected by and hosted on G2.com.

- Does not have a staging environment for testing and A/B test with a different set of training questions.

- Lack of personalization capability (e.g. personalized the quick replies for each user).

- Answer-Utilities block seems to fail quite often at a certain period of the day. Review collected by and hosted on G2.com.

The people on each team are easy to work with. They are knowledgeable, personable and friendly. Review collected by and hosted on G2.com.

The amount of training is no small feat and requires a lot more bandwidth than I accounted for during and post-implementation. In addition, recreating content in both the bot and help center is not the most efficient. Review collected by and hosted on G2.com.

Ada is amazing at integrating with your current tech stack to help your customers be successful in your ecosystem. The time to value for this solution was mind-blowing. Pre-sale, I heard how easy Ada was supposed to be but when we implemented I was suprrised how quickly we not only got up and running, but started to see value for our customers, and ROI internally. Also, every interaction I've had with every single person at Ada has been top notch. Not only are they very intelligent about their customer needs and their product, but they genuinely want their customers to be successful. I use Ada's Customer Success (ACX) team as an example of what building trust and driving value really mean. They're incredible! Review collected by and hosted on G2.com.

I wish I could add a dislike here but honestly can't think of one. Maybe that our competitors didn't use them? Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

They have created a great platform that allows you to connect and serve your users by giving you the tools to customize your approach and quickly adjust as your business changes. The training they provided is comprehensive and helps to get new users up to speed in managing the answers the bot offers. They offer various solutions to allow both internal and external users to solve both simple and complex problems. Integrating into other systems makes the sky the limit on how you set up to serve your users. Review collected by and hosted on G2.com.

Starting can be a bit overwhelming due to the platform's potential, and the wide variety of options you have available takes a bit of time. The investment into learning all the system rules and layout is well worth it in the end. Review collected by and hosted on G2.com.

I love that I can consult with an Ada team member about any issues. Review collected by and hosted on G2.com.

My computer won't let me paste blocks, sadly. Review collected by and hosted on G2.com.

Easy to use and so much opportunity to learn! Review collected by and hosted on G2.com.

Nothing! Incredibly user friendly and easy to use without needing much technical knowledge Review collected by and hosted on G2.com.