Getting really into the options to create a great chatbot flow. Review collected by and hosted on G2.com.

The search facility can require some getting used to requiring trial and error. Review collected by and hosted on G2.com.

The ADA platform is very user friendly and is intuitive. The recent addition of a help link to ADA Support is a big plus so you don't have to leave the workspace to find an answer. Review collected by and hosted on G2.com.

There are many add on functions that don't come with the standard package. I wish that authentication came standard. Review collected by and hosted on G2.com.

I loved the ability to automate around CS inquiries. Review collected by and hosted on G2.com.

I disliked how nascent the technology was and it posed some issues with organization. Review collected by and hosted on G2.com.

The most helpful part, in my opinion, is the fact that Ada can be trained to interact with customers, which ensures accuracy with the solutions that are being given. Review collected by and hosted on G2.com.

I can't really think of any downsides at the moment. We've had a very hands-on relationship with Ada and they've been able to guide us in our experience and have made significant strides in new additions to the product. Review collected by and hosted on G2.com.

ease really can build and send live quickly Review collected by and hosted on G2.com.

some things are difficult due to block limitations Review collected by and hosted on G2.com.

Ada's bot is easy for non-technical people to manage and continuously improve. We can see where customers need help, and can easily build answers to address those needs in almost real-time. Review collected by and hosted on G2.com.

There is not much to dislike. Ada is making continuous enhancements to make teaching and managing the bot easier and more "friction-free", and they have been responsive to feedback to help make improvements. Review collected by and hosted on G2.com.

The UI is very user friendly and you can understand how to work through with them.

The functionalities are drag and drop and you do not need coding for working on the chatbot.

Reports are very user friendly and provide quick insights

It is helpful to view what the customer typed and what was the BOT response

Making changes is simple to the BOT

If you are connected with their customer service team, they will provide you with a looker dashboard with insightful data on it. Review collected by and hosted on G2.com.

Reporting is cumbersome and there is no mix and match it is just set of 10 pre defined reports from which you can pull info.

Analytics can be improved.

The feature set and cost for lite package are way above the industry standards.

They do not have OCR capabilities.

I haven't experienced the block and catch replies available in Watson, Lex, etc.

Glass is a chat feature which is not available on the lite package

They have an API integration to pull data, they do not have out of the box integration except for Zendesk, so if you are a heavy user of Zendesk this suits a lot but if you are using other CRM/applications then the you need to be on the next plan (which I haven't experienced so far so wouldn't like to comment on that) Review collected by and hosted on G2.com.

conditional logic for custom workflows, this allows us to make custom intake forms, provide custom troubleshooting ect. Review collected by and hosted on G2.com.

managing answers is very difficult, exporting, sorting, searching, updating, reviewing, tracing conditional logic, seeing how things connect, tracking down answer pathways, ect. - Review collected by and hosted on G2.com.

I like the fact our Customer Experience team can update the bot and not have to rely on engineering to create, edit or delete flows. In addition, the training of the bot is super easy and helps us identify where we need to create new answers. Review collected by and hosted on G2.com.

There isn't an official integration with Kustomer yet, so a lot of it is custom work that Ada has been incredible at helping us out with until they make a universal integration for Ada Glass. Review collected by and hosted on G2.com.

The best thing about using Ada is how quickly you can make changes. It is intuitive and easy to understand. Whether it is correcting spelling errors, adding update notifications, scheduling automatic reroutings to different support departs, or even changing the flow of an answer, it all can be done within minutes. It means that our customers are always seeing the most up to date information.

I also like the fact that you can always test the content before sending it live. Review collected by and hosted on G2.com.

1. I struggle most with the reports. There could be more details (in-app) in terms how how best to use them and what is measured.

2. The questions tab often glitches when loading questions, it makes it hard to find the answer you want to train to, because the page reloads or it stops working and you have to refresh the entire page and start again. Questions also repeat even though they have been trained as a part of the glitch.

3.When using the conversation tab and filtering for a specific date or rating all answers including those not intended to be seen (based on the filter) show up. It would be great if there was a message (clickable) that said "All above conversations are outside of the filtered requirements" Review collected by and hosted on G2.com.