--- title: Ada Reviews meta\_title: 'Ada Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 173 reviews by the users' company size, role or industry to find out how Ada works for a business like yours. aggregate\_rating: rating\_value: 4.6 review\_count: 173 scale: '5' date\_modified: '2026-08-09' parent\_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- ### Ada Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find Ada to be **extremely user-friendly** , facilitating seamless integration and efficient handling of customer support tasks. [(23 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1827400&qs=pros-and-cons#reviews) Users find Ada to be **incredibly valuable** as an efficient first line of customer support, enhancing operational productivity. [(21 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825887&qs=pros-and-cons#reviews) Users value the **excellent customer support** of Ada, appreciating the always available assistance and easy integration. [(17 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1826214&qs=pros-and-cons#reviews) Users enjoy Ada for its **ease of use and powerful integrations** , enhancing productivity and support capabilities. [(17 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1827686&qs=pros-and-cons#reviews) Users highlight the **easy setup** of Ada, enabling seamless initial configuration and user-friendly support throughout. [(13 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825282&qs=pros-and-cons#reviews) Users report several **usability issues** with Ada, noting difficulties in navigating playbooks and limited interactive features. [(10 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=2336022&qs=pros-and-cons#reviews) Users struggle with **integration issues** in Ada, facing conflicting data and limitations with external platforms like Zendesk and Kustomer. [(9 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825567&qs=pros-and-cons#reviews) Users are disappointed with Ada's **missing features** , limiting customization and integration capabilities for a better user experience. [(8 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1826770&qs=pros-and-cons#reviews) Users experience **usage limitations** with Ada, affecting dynamic workflows and automation in customer interactions. [(8 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=2335547&qs=pros-and-cons#reviews) Users find Ada's platform has **limitations in automation and integration** , making complex workflows challenging and time-consuming. [(7 mentions)](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825959&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Ada ##### 1. Ease of Use Users find Ada to be **extremely user-friendly** , facilitating seamless integration and efficient handling of customer support tasks. [ See 23 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1827400&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW 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 find Ada to be **incredibly valuable** as an efficient first line of customer support, enhancing operational productivity. [ See 21 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825887&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "David G.") DG 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 value the **excellent customer support** of Ada, appreciating the always available assistance and easy integration. [ See 17 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1826214&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW 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 enjoy Ada for its **ease of use and powerful integrations** , enhancing productivity and support capabilities. [ See 17 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1827686&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW 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 highlight the **easy setup** of Ada, enabling seamless initial configuration and user-friendly support throughout. [ See 13 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825282&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW 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 report several **usability issues** with Ada, noting difficulties in navigating playbooks and limited interactive features. [ See 10 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=2336022&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW 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 struggle with **integration issues** in Ada, facing conflicting data and limitations with external platforms like Zendesk and Kustomer. [ See 9 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825567&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A 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 VF 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 are disappointed with Ada's **missing features** , limiting customization and integration capabilities for a better user experience. [ See 8 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1826770&qs=pros-and-cons#reviews) See Related User Reviews ![Victor W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Toby M.") TM 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, affecting dynamic workflows and automation in customer interactions. [ See 8 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=2335547&qs=pros-and-cons#reviews) See Related User Reviews ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Toby M.") TM 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 find Ada's platform has **limitations in automation and integration** , making complex workflows challenging and time-consuming. [ See 7 mentions ](https://www.g2.com/products/ada-support-inc-ada/reviews?filters%5Bsentiment_snippet%5D=1825959&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A 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.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Silvia H.") SH 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 ![Danielle G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Danielle G.") DG Danielle G. Director Customer Support Information Technology and Services Small-Business (50 or fewer emp.) 5/29/2026 "Ada’s Seamless Onboarding, Powerful Playbooks, and Rock-Solid Reliability" 5/5 What do you like best about Ada? Their team has been great. They have a dedicated onboarding team, the process was very clear, and the drag-and-drop interface saved me hours of setup. They walk you through every step, so you stay in control while still having their support. My favourite feature is the playbooks. You can write out what you want, and the Ada system takes your thoughts and turns them into an effective protocol for your chatbot to use. The Ada software also integrates seamlessly with our support ticketing platform. The UI is clean and simple. I look forward to interacting with the Ada system daily, and the reporting helps me objectively review our processes and see what’s working. The Ada system has never failed us, and in the two years I’ve been using it, we’ve never had any noticeable downtime. Our support team has seen an decrease in overall volume year over year despite our business increasing dramatically. This system is worth the cost as it has improved our support teams output. Review collected by and hosted on G2.com. What do you dislike about Ada? I can’t find a single issue with Ada. I really like all of its features, and they’re constantly rolling out new ones—many that I didn’t even realize were missing or that were possible options for AI software. Overall, I feel like they’re at the top of the game. They dramatically stand out as the first choice for AI chatbot support. Anytime I have come across an issue their dedicated accelerate team were able to resolve it instantly. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? Ada is able to take on the small stuff. So much of support is made up of monotonous, easy-to-answer inquiries—how to make a purchase, how to interact with our software, and similar questions. Ada handles the majority of those inquiries, so our team is able to handle the big stuff. The real tough issues that require investigation and problem solving. Ada allows our agents to be available, and it has cut our teams response time into a third of what it was pre-Ada. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Afdal Samad .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Afdal Samad .") A Afdal Samad . AirAsia Customer Strategy Assistant Manager Mid-Market (51-1000 emp.) 2/20/2022 "Easy Agent setup" 5/5 What do you like best about Ada? human language prompt on the playbook make it easy to create a process flow Review collected by and hosted on G2.com. What do you dislike about Ada? Would be great if ADA can give access to create a custom reporting in the admin portal. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? We deliver automation process with ADA, and it helps in reducing the manual work for our agent. Review collected by and hosted on G2.com. Show More 8/6/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Victor W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Victor W.") VW Victor W. Enterprise (\> 1000 emp.) 2/19/2026 "Enhancing Customer Support with Powerful Integrations" 4.5/5 What do you like best 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 customer support. The robust metrics and data gathering are beneficial, and the customizability of Ada is a big plus. I also appreciate how often Ada updates their product with new and innovative features. The API error logging, tracking, and testing within Ada's platform is easy to use, adding to the user-friendly experience. The initial setup was very easy, and it only took roughly three weeks to set everything up for phase 1. Review collected by and hosted on G2.com. 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 user is engaged in a playbook process they're sometimes 'stuck' in it. It would be nice if users were less stuck when engaging in a playbook process. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? Ada solves scalability, reduces cost per ticket, and handles incident spikes effectively as our company grows. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Richard H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Richard H.") RH Richard H. Customer Service Rep Mid-Market (51-1000 emp.) 5/1/2026 "Seamless Support, Needs More Sales Features" 5/5 What do you like best about Ada? I find Ada very well made and easy to use and administer. What I appreciate the most is the support I get from the staff. The initial setup was easy, especially since we had so much support from the Ada team to get us up and running. Review collected by and hosted on G2.com. What do you dislike about Ada? I would appreciate more options geared towards sales and lead qualifications. We are using the AI bots more and more for our sales qualifications, lead qualifications, however, it has been a bit of a challenge getting the needed functionality needed to engage prospects. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? Ada provides 24/7 support options, allowing AI to qualify leads and solve many common customer issues. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Silvia H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Silvia H.") SH Silvia H. customer experience manager Mid-Market (51-1000 emp.) 10/23/2025 "Powerful Platform and Outstanding Support" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Tiago N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tiago N.") TN Tiago N. WFM Analyst Consumer Goods Mid-Market (51-1000 emp.) 11/21/2025 "Easy to Use and Train, with Excellent Support" 5/5 What do you like best 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 analyzing conversations with customers, especially with the connection to Claude. The initial setup was very easy, always with support from Ada. Review collected by and hosted on G2.com. What do you dislike about Ada? the unification of emails so that multiple bots are not necessary, something they are developing Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? I use Ada as an AI Bot to talk to customers and resolve issues like voucher records. It is easy to use, train, analyze, and improve without the need for code. Review collected by and hosted on G2.com. Show More 3/25/2026 Validated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![David G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "David G.") DG David G. Director, Customer Experience 12/12/2025 "Revolutionized Customer Support Efficiency" 5/5 What do you like best 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 Zendesk and Freshdesk syncs quickly into Ada, and I find the coaching feature incredibly malleable. It allows us to create very specific guidance with surgical precision and then test and verify the outcomes. Additionally, the initial setup of Ada was pretty smooth. Review collected by and hosted on G2.com. What do you dislike about Ada? I think there's probably opportunity for improvement on reporting on the categorization of the volume. I think the ability to import a set of topics or tags or issue types from a variety of other platforms into Ada, and have the Ada experience try and mirror those preexisting categories, would be a good place to start rather than kind of doing it from scratch. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? Ada helps with practically everything from presales to troubleshooting customer journeys and basic inquiries. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Toby M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Toby M.") TM Toby M. Senior Customer Experience Automation Specialist Mid-Market (51-1000 emp.) 11/20/2025 "Effortless Customer Support with Fast Results" 4.5/5 What do you like best about Ada? I find Ada incredibly valuable as it serves as our first line of customer support, which allows us to manage an increasing sales volume without the need to scale up our support team. This efficiency is crucial for meeting demand seamlessly. I love how Ada efficiently handles all our simple tickets, which significantly reduces the workload on our CS team, enabling them to focus on resolving more complex issues. The product is easy to use and delivers rapid results, enhancing our operational efficiency. The onboarding academy is fantastic and has provided me with the opportunity to upskill myself as an AI agent builder, a task I hadn't previously undertaken. I greatly appreciate Ada's playbooks feature, which allows for the easy implementation of existing SOPs into successful flows without having to build complex ones from scratch. Furthermore, the initial setup of Ada was remarkably easy and smooth, and the support from their team, including hyper-care support and assistance from the solutions team and our Customer Success Manager, has been amazing. Review collected by and hosted on G2.com. 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 videos in our customer flows, which is integral for product demonstrations and enhancing customer interaction. Although it seems there's ongoing work to address this, the current restriction significantly affects how effectively we can utilize the playbook module. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? I use Ada as our first line of customer support, automating simple ticket handling, enabling our team to focus on complex issues while maintaining qualitative fast responses. Ada's ease of use and onboarding help me upskill rapidly, simplifying AI agent building with effective playbooks. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Adrian K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adrian K.") AK Adrian K. Customer Engagement Manager 11/19/2025 "Revolutionized Our Customer Interaction with Ada" 5/5 What do you like best about Ada? I love Ada's natural language processing capabilities that draw from our knowledge base to communicate effectively with our customer base, enabling customers to resolve certain issues quickly without needing human intervention. The ease of access as an Ada customer to modify our system is remarkable, and their amazing team is always eager and ready to assist us. Their support is not only extremely helpful but also willing to go the extra mile to solve our issues. It's also noteworthy how Ada enables transformation of articles into normal conversation, making interactions seamless and natural. The process of initial setup was smooth thanks to Ada's team and learning center, which were super helpful every step of the way. I'm especially impressed with Ada's proactive roadmap, where everything I’m looking for is either active or in the pipeline, including more advanced features like image processing. Furthermore, Ada's integration with tools such as Zendesk enhances its value, making it an indispensable tool for our team. Given these benefits, I'm highly inclined to recommend Ada to others. Review collected by and hosted on G2.com. What do you dislike about Ada? Everything I have an issue with currently is all being worked on! Certain aspects like image processing is on my wish-list, and it should be available next year, so nothing to dislike! Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? I use Ada as our first line of defense for customer inquiries, allowing quick resolution without human intervention. Its natural language capabilities pull from our knowledge base effectively, with easy access to changes, making it a valuable asset. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Consumer Goods](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Goods") AC Verified User in Consumer Goods Mid-Market (51-1000 emp.) 11/6/2025 "Ada Delivers Reliable, Personalized Support—With Ongoing Improvements" 5/5 What do you like best about Ada? Ada has been an incredible support tool for our team. It helps reduce workload by handling a large volume of customer inquiries quickly and efficiently, while still providing thoughtful, situation-specific responses rather than just sending generic templates. It’s reliable, adaptive, and ensures our customers receive accurate answers any time of day — overall, a really impressive addition to our support experience. Review collected by and hosted on G2.com. 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 perform (for example, canceling orders). Fortunately, these issues have been easy to correct with additional coaching and updates, and its accuracy has continued to improve over time. Review collected by and hosted on G2.com. What problems is Ada solving and how is that benefiting you? Ada has helped us manage a large volume of customer inquiries by instantly answering common questions and guiding customers through next steps. It’s reduced the workload on our live agents, improved response times, and ensured customers get consistent, accurate information 24/7 — even outside of business hours. Review collected by and hosted on G2.com. 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