Easily customizable to allowing us to update chat responses quickly to address new issues as they come up. Review collected by and hosted on G2.com.

Sometimes the Chat Bot defaults to messaging unrelated to the user ask. Review collected by and hosted on G2.com.

The documentation and support is pretty good for ADA. We faced a DOM-related issue, and the support team readily hopped on a call with me and helped me with the issue. Review collected by and hosted on G2.com.

There are few bugs that aren't resolved yet(nothing major). Review collected by and hosted on G2.com.

From the first sales consultations, through integration & go live and all the way to future developments, one thing is abundantly clear - Ada are here for your business solutions. The passion that runs through each team member is palpable in every conversation and first class communication is their forte. In a sector where excellent customer service is key, they hold the top spot.

If that wasn't enough, Ada offers a smart and intuitive chatbot with apparently endless (in my experience) scope to grow and improve. In our first sales call I said "impress me" and they haven't stopped wowing me since. The backend UI is neat, simple to use and easy to grasp with quick drag and drop resolution building. Ada offer extensive training and continuing support after launch. We're almost 5 months post-launch and have experienced significant benefits, reduced chat waiting times and above the predicted deflection rates.

Ada isn't just about deflecting customer service queries and leaving it there. In our case there is huge scope for further success including additional self-service integrations, multiple upselling opportunities and exciting new developments. Review collected by and hosted on G2.com.

I've found few downsides. I will say that what you get out is indicative of what you put in which means if you want a stellar bot, you're going to end up putting in the time to train it correctly. For us this took the better part of a month, but it's now smooth sailing with regular additional content updates and maintenance.

I find it unhelpful that the chat satisfaction ratings given by customers when engaging with an Ada initiated chat do not feed back to Zendesk, our support platform and it's C-SAT. I hope that is a future innovation. Review collected by and hosted on G2.com.

The quick and easy way to set up responses Review collected by and hosted on G2.com.

We were unable to copy API test. It'd be nice if you have an app notifications, payment date calculation and general save and publish button. Review collected by and hosted on G2.com.

The Drag and drop building method, very simple to create Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Ada speaks everyone's language, including those with no programming experience. It is easy to navigate, create and maintain the bot. Review collected by and hosted on G2.com.

Some limitations that the Ada development team is now addressing. Review collected by and hosted on G2.com.

We went from contract to quality retention in a few days, and today we only have 1 headcount managing our chatbot. The platform is truly intuitive and they make it so that you don't need tech knowledge to build amazing flows even integrating built APIs from your business into Ada! Simply amazing. Review collected by and hosted on G2.com.

I think there is room for improvement adding new channels to the bot functionality such as Whatsapp that is very common outside the US. It is a strong company in the process of building. I know the team is in the process of building this and I am very excited about the next steps! :) Review collected by and hosted on G2.com.

Ease of editing answer. The fact that there are many options to play with (conditionals, variables, redirects, etc.) Review collected by and hosted on G2.com.

The fact that there's no way to clone answers for easier editing of multiple similar answers. Review collected by and hosted on G2.com.

Ada's answer building process is intuitive and powerful with lots of baked-in flexibility. You can use their drag and drop Blocks to accomplish things that would take dev work on other platforms, including API calls. Compared to all of the chatbot platforms we researched before committing, Ada appears to have the most user-friendly and capable back-end interface.

Their NLP works as well as the training that you give it - it does not appear to be better or worse than any of the other major players in the Chatbot industry. Review collected by and hosted on G2.com.

There are some gaps in Ada's platform itself and also their integration with Zendesk. Tickets submitted to Zendesk that are opened without a public comment do not have SLA's, which is a big deal for enterprise-level clients. Their reporting is also lacking - we've had to ask them to email us an export at regular intervals (that's currently the only way for some reports) and do most of our in-depth analysis manually in Excel.

They also upcharge ridiculous amounts for features that are included with their competitors' products for free. We were excited to learn that they had added a simple calendar-picker feature to their answer flows, only to learn that they wanted to charge thousands of dollars for the ability to use it. We were told that their plan is to continue charging on a per-feature basis for other additions in the future. Review collected by and hosted on G2.com.

ADA has been amazing in integrating with Zendesk, and their team has always been very helpful with any doubts we had. The functionality of the bot is great and the system is very easy to work with, we are constantly improving our SS rate, which is great. Very easy to retrieve information, reports and very intuitive when having to add information to the bot. All in all, a great product with an amazing team behind it. Review collected by and hosted on G2.com.

No downsides come to mind. For now, everything has worked out as planned and anticipated. Review collected by and hosted on G2.com.