I like that Ada is constantly evolving and bringing in new features that help our business and customers. The MCPs let us analyze conversations using Claude and ChatGPT instead of doing it manually. I also think the relaunched Playbooks version 2 is amazing. Ada automates more of the work we do with it, so we can focus on analysis and prioritizing instead of manually reviewing conversations one by one. When we moved from scripted Ada to generative Ada, it was very easy to set up. Review collected by and hosted on G2.com.

I miss being able to change a conversation’s topic or intent when it was assigned incorrectly. That feature has been removed. It’s not a huge change, but it feels like a loss more than a win. Review collected by and hosted on G2.com.