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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Very friendly user interface for creating new answers. Great integrations with major CRM and ticket systems like Zendesk. The direct integration with Zendesk makes it possible to have seamless switching between the chatbot and live agent. Outside business hour the question will be routed to the correct department with correct forms and tags to maximize the efficiency of agents time and get better data insights. Multi-channel compatible as in Facebook and WhatsApp. The analytics view is getting better every year to understand which answers need attention, subjects missing answers and understanding of engagement. Great community with the possibility to get in direct contact with developers. By directly co-developing with the community the developers know which features are the most important for them right now while maintaining their own vision of the platform. Monthly updates are rolled-out with an explanation of the developer creating it to give examples of best use cases. The goal is to make a chatbot that knows the problem you have before you know it and Ada is on their way to achieving this ultimate goal. Review collected by and hosted on G2.com.

The packages are not very transparent. You sign for a certain package with features/ functions. But after a certain feature has been upgraded from the basic form to a form that actually benefits your bot, it occurred multiple times that it became a new package you were required to purchase. Review collected by and hosted on G2.com.

Ada is very intuitive to use, both in terms of creating new answers are training answers. The tag structure is really great: being able to see all the tags in use on the settings page makes it easy to tag consistently and not have multiple tags floating around for the same issue. Review collected by and hosted on G2.com.

I would like to see the tags used more effectively, especially in generating reports. It would be helpful to pull a report for all answers tagged "feedback." I'd also prefer if the conversations page was easier to navigate. When I filter for a particular answer for a particular time period (say Nov. 2020 to Dec. 2020), I still have to scroll through all the conversations that used that answer in January and February 2021. I also wish I could see which conversations got a thumbs up or a thumbs down in the sidebar, the way I can see the customer rating out of 5, so I can more easily locate the conversations where users are giving the answer a negative review. Review collected by and hosted on G2.com.

Ada is awesome for self-service and building out an awesome automated flow. It was very easy to use, their support is stellar, and they offer an ACX academy that helps you learn nifty ways to utilize the chatbot. Also really like utilizing their proactive intros, which make it a fun way to poke users on various pages of our website to get support - Perhaps using a fun phrase or an emoji to get them interested in chatting with our support team or just interacting with the bot directly for self-service without speaking to support. Lots of reasons to love Ada and different ways for us to improve the user experience!! Review collected by and hosted on G2.com.

CSAT isn't as easy to collect as we'd like - It would be nice to have a consistent thumbs up/down button, and not tie CSAT to specific flows.

It would also be nice for us to be able to A/B test certain flows, especially since different types of automation can change the way our agents and customers interact with the Freshly service. Being able to make changes swiftly on a flow level (as opposed to editing individual flows ourselves) would be really cool. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

ADA is a powerful tool for customer success teams, and has been proven in reducing the number of client support requests we receive. It's almost like having another full time support agent on our team. Continuing to train ADA has been vital for us, and we are able to make improvements based on real inbound requests from our users. This allows us to make informed decisions, eventually training ADA to be as powerful as one of our full time agents. Review collected by and hosted on G2.com.

The ADA Admin user interface can be a little bit challenging for some, but making use of the ADA Academy is a great way for staff to get up to speed on the configurability of the ADA bot. Review collected by and hosted on G2.com.

Integration features, adding API to the chatbot, building blocks are handy to build the chatbot like the best customer support we have. Review collected by and hosted on G2.com.

Limitations on extracting raw data for reports and filtering the data with variables will help too. Review collected by and hosted on G2.com.

The implementation team is hands on and we had a lot of great support getting started with Ada Review collected by and hosted on G2.com.

It takes a while to see positive results Review collected by and hosted on G2.com.

Drag and drop capabilities. Easy to use configurations. Review collected by and hosted on G2.com.

Need more flexibility without requiring Ada dev teams. Sometimes I find I have to wait a long time to enable an experience. Review collected by and hosted on G2.com.

Ada helps contain a large quantity of our customer support teams tickets. Review collected by and hosted on G2.com.

I cannot think of anything that I dislike Review collected by and hosted on G2.com.