It’s a well-programmed conversational bot that can be useful for resolving customer service issues without human intervention. This may help with cost savings. Review collected by and hosted on G2.com.

Scaling this could become an issue because of the costs involved and inaccurate data. Review collected by and hosted on G2.com.

What I like best about Ada is the way it provides coaching and actionable insights directly from customer conversations. It breaks down high-volume interactions into manageable segments, making it easier to identify patterns and areas for improvement. This helps our team continuously refine our support strategy and deliver better experiences. Every Solutions Consultant we've worked with has been fantastic and have been pivotal for our success. Review collected by and hosted on G2.com.

The process for deleting conversations in response to Data Privacy Requests feels cumbersome. Review collected by and hosted on G2.com.

The support we receive from Ada truly stands out compared to other tools we use for customer experience. From the start, the tool seemed to immediately grasp how our business operates and integrated smoothly with our existing suite of tools. It is extremely user-friendly, and whenever we encounter any issues or confusion, the team responds quickly to our questions and provides excellent support. Overall, our experience has been very positive. Review collected by and hosted on G2.com.

Our business operates differently from many other companies or customers who use Ada. Instead of having Ada handle automations through its API, we typically perform automations only after a ticket is created. Because this approach doesn't align with how the tool is generally intended to be used, we've encountered some obstacles in how Ada interacts with customers and closes conversations. At times, the experience doesn't feel as natural as we would like. For example, the bot may repeat answers to the same question after a ticket has already been created, without taking the previous conversation into account. This seems to be more of an issue with how we are using the tool, rather than a flaw in the tool itself. Review collected by and hosted on G2.com.

It's very easy to use, and whenever we need assistance with creating something, we always receive excellent support from the Ada team. The implementation process is straightforward, and when we suggest improvements to features, Ada consistently takes our feedback into account and keeps us informed about the roadmap for these updates. Reporting is also excellent and provides a way to further refine our Ai agent. Review collected by and hosted on G2.com.

There isn’t anything I dislike at the moment; I’m simply looking forward to seeing new features and improvements become a reality, specifically around playbooks. Review collected by and hosted on G2.com.

I like the ease of use and the way the product is built. Review collected by and hosted on G2.com.

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. I'm also not a huge fan of the way Proactive Conversations are set up in the generative bot (compared with the declarative bot). Review collected by and hosted on G2.com.

Ada’s platform makes it easy to automate complex support flows, measure performance through clear metrics, and continuously optimize with minimal engineering effort. The improvements in containment and automated resolution show real, measurable impact. Review collected by and hosted on G2.com.

Reporting can sometimes lack depth for nuanced analysis, and CSAT isn’t always the most accurate reflection of chatbot success — especially for automated interactions. Review collected by and hosted on G2.com.

the level of support we receive from the Ada team is amazing, they work closely with us, understand our goals and idiosyncrasies and help us turn ideas into working processes.The product itself is continuously evolving and getting better at handling complex logic. Review collected by and hosted on G2.com.

It can take a while to understand how everything fits together. Once you do, though, it’s a great tool to work with. Review collected by and hosted on G2.com.

The ease of getting in touch with the team not just account manager but IT. We had the guys on slack and they typically responded same day and were interested in potential imporvements. Even after we were onboarded we had regular contact and suggestions of improvement. Review collected by and hosted on G2.com.

I cannot think of an instance where we had a major concern or reason for dislike. The product works well and you get out of it what you put in. Review collected by and hosted on G2.com.

I really appreciate the user interface and design, along with the different ways available to handcraft a user experience. Review collected by and hosted on G2.com.

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 integrations. Review collected by and hosted on G2.com.

The easiness to work, and the availability to bring new ideas/needs to the table in order to improve our services. Review collected by and hosted on G2.com.

The setup, meaning one bot for each domain. Review collected by and hosted on G2.com.