# Ada Reviews **Vendor:** ADA SUPPORT, INC. **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.6/5.0 **Total Reviews:** 172 ## About Ada Ada is the omnichannel AI platform for customer service - built to automate, scale, and elevate the customer experience across support channels with AI agents. Since 2016, Ada has powered more than 5.5 billion interactions for global brands like Cebu Pacific, IPSY, monday.com, Pinterest, Square, and Sky, delivering extraordinary experiences at scale. Ada’s generative AI agents act as your most valuable customer service employee, delivering always-on, global support across every channel and language. From email and messaging to voice and beyond, Ada consolidates support operations, breaks down silos, and gives teams time back to focus on what matters most. AI Voice: Eliminate wait times with natural, fast, and frustration-free phone support—no IVR menus, only effortless resolutions. AI Messaging: Deliver always-on, personalized customer support across social, web, mobile, SMS, and more. AI Email: Turn your email channel into a productivity powerhouse with AI that resolves 70% of emails instantly. Designed for enterprise, Ada combines automation and intelligence with unmatched control, transparency, and security. Own your AI customer service strategy end-to-end within one platform. Coach your AI agent, track performance, ensure compliance, and integrate seamlessly—all in one place. Automate complex SOP workflows—from refunds to trial extensions, train your AI agent to follow SOPs with precision using Ada playbooks. Measure ROI—Track CSAT, automated resolutions, NPS, and custom KPIs that matter to your business, so you can prove performance and prioritize what’s working. Enterprise-grade security—HIPAA, SOC2, and GDPR compliant to safeguard sensitive data with industry-leading security practices. Effortlessly integrate your tech stack—a robust ecosystem of out-of-the-box integrations and flexible APIs for a seamless flow of data. Discover how Ada can resolve 83% of customer inquiries automatically, reduce costs, and achieve faster response times and higher CSAT, without compromising quality. Book a free consultation with our AI customer service experts to discover how you can deliver efficient, high-quality support on every channel. ## Ada Pros & Cons **What users like:** - Users commend Ada for its **ease of use** , making setup and modifications straightforward and intuitive for all. (23 reviews) - Users find Ada's **responsive support** and intuitive design invaluable for efficient problem resolution and quick learning. (21 reviews) - Users value Ada's **responsive customer support** , appreciating quick responses and assistance that enhance their overall experience. (17 reviews) - Users admire Ada's **natural language processing** , facilitating efficient customer interactions and smooth integration with tools like Zendesk. (17 reviews) - Users find Ada's **easy setup** process remarkable, simplifying the initial configuration and enhancing overall user experience. (13 reviews) - Efficiency (12 reviews) - Users value the **flexibility and ease of automation** in Ada, enhancing customer interactions while optimizing support flows. (11 reviews) - Easy Integrations (10 reviews) - Product Improvement (10 reviews) - Integrations (9 reviews) **What users dislike:** - Users face **usability issues** with Ada, particularly in automation integration and managing conversation flow effectively. (10 reviews) - Users face significant **integration issues** with Ada, leading to conflicting data and incomplete feature support based on their systems. (9 reviews) - Users find that Ada lacks **crucial features** , such as advanced metrics and support for essential integrations, limiting its effectiveness. (8 reviews) - Users note **usage limitations** with Ada, particularly in custom integrations and automation workflow complexities. (8 reviews) - Users note that **AI limitations** cause challenges with analytics, answer accuracy, and overall interaction quality. (7 reviews) - Improvements Needed (7 reviews) - Users find that **Ada's limited features** hinder customization and integration, affecting the overall user experience. (7 reviews) - Inaccuracy (6 reviews) - Platform Limitations (6 reviews) - Users are frustrated by **limited chat management features** in Ada, leading to integration issues and a disjointed experience. (5 reviews) ## Ada Reviews ### 1. Enhancing Customer Support with Powerful Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Victor W. | Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2026 **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. **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. **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. ### 2. Seamless Support, Needs More Sales Features **Rating:** 5.0/5.0 stars **Reviewed by:** Richard H. | Customer Service Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2026 **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. **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. **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. ### 3. Powerful Platform and Outstanding Support **Rating:** 4.0/5.0 stars **Reviewed by:** Silvia H. | customer experience manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2025 **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. **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. **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. ### 4. Easy to Use and Train, with Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Tiago N. | WFM Analyst, Consumer Goods, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2025 **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. **What do you dislike about Ada?** the unification of emails so that multiple bots are not necessary, something they are developing **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. ### 5. Revolutionized Customer Support Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** David G. | Director, Customer Experience **Reviewed Date:** December 12, 2025 **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. **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. **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. ### 6. Effortless Customer Support with Fast Results **Rating:** 4.5/5.0 stars **Reviewed by:** Toby M. | Senior Customer Experience Automation Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2025 **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. **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. **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. ### 7. Revolutionized Our Customer Interaction with Ada **Rating:** 5.0/5.0 stars **Reviewed by:** Adrian K. | Customer Engagement Manager **Reviewed Date:** November 19, 2025 **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. **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! **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. ### 8. Ada Delivers Reliable, Personalized Support—With Ongoing Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2025 **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. **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. **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. ### 9. Good Program with features that could be beneficial for organizations **Rating:** 5.0/5.0 stars **Reviewed by:** Lyneta G. | Insurance Broker, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Ada?** 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. **What do you dislike about Ada?** Scaling this could become an issue because of the costs involved and inaccurate data. **What problems is Ada solving and how is that benefiting you?** At this time, we haven’t determined whether this could be a solution for customer service. We’ll need to review it further before deciding. ### 10. Elevating Support with Data-Driven Coaching and Customer Focus **Rating:** 5.0/5.0 stars **Reviewed by:** Kat G. | Consumer Support Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2025 **What do you like best about Ada?** 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. **What do you dislike about Ada?** The process for deleting conversations in response to Data Privacy Requests feels cumbersome. **What problems is Ada solving and how is that benefiting you?** Ada helps us solve the challenge of scaling customer support without sacrificing quality. The ability to break down large volumes of interactions into actionable insights has been a game-changer for continuous improvement and team development. ### 11. Excellent Support and Easy Integration, but Some Workflow Challenges with Ada **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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. **What problems is Ada solving and how is that benefiting you?** Ada is quickly becoming the first point of contact for our customer service team, making use of our comprehensive knowledge base to deliver answers to customers that were previously difficult to locate or communicate. We are experiencing a notably high containment rate in these interactions. While we still hope to achieve greater consistency, we have noticed an increase in customer satisfaction. ### 12. Effortless to Use with Outstanding Support and Continuous Improvements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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. **What problems is Ada solving and how is that benefiting you?** Ada now handles a significant portion of incoming traffic across all our channels, and has managed to do so while maintaining and even enhancing our customer experience. ### 13. Easy to Use, but Integration with Zendesk Is Challenging **Rating:** 3.5/5.0 stars **Reviewed by:** Veronica F. | Operations Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2025 **What do you like best about Ada?** I like the ease of use and the way the product is built. **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. I'm also not a huge fan of the way Proactive Conversations are set up in the generative bot (compared with the declarative bot). **What problems is Ada solving and how is that benefiting you?** I like that we were able to integrate Ada with our contact form, so some of our emails are being answered by AI. ### 14. Ada helps scale support by improving automation and lowering escalations. **Rating:** 4.0/5.0 stars **Reviewed by:** Patrick A. | AI Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2025 **What do you like best about Ada?** 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. **What do you dislike about Ada?** Reporting can sometimes lack depth for nuanced analysis, and CSAT isn’t always the most accurate reflection of chatbot success — especially for automated interactions. **What problems is Ada solving and how is that benefiting you?** Ada automates repetitive support tasks, reducing escalations and freeing our team to focus on complex issues, which improves efficiency and customer experience. ### 15. Great partner with outstanding hands-on support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2025 **What do you like best about Ada?** 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. **What do you dislike about Ada?** It can take a while to understand how everything fits together. Once you do, though, it’s a great tool to work with. **What problems is Ada solving and how is that benefiting you?** Ada handles knowledge-based inquiries and automations, taking care of many time consuming repetitive tasks. This frees up our human agents to focus on high value interactions and provide more personalized service to our top-tier customers. ### 16. Amazing team, support and product. **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie H. | Customer Service Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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. **What problems is Ada solving and how is that benefiting you?** We have a lare range of customers some who do not speak English natively the translation was better than other bots which we had trialled. We also receive a large obundance of out of hours queries due to being a 24 hour service we were able to confidently answer more questions using Ada. ### 17. Great UI and Customization, but Needs Better Analytics and Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Ada?** I really appreciate the user interface and design, along with the different ways available to handcraft a user experience. **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 integrations. **What problems is Ada solving and how is that benefiting you?** Large volumes are difficult to sustain, minimizing bad demand is key to reaching financial goals. If a large percentage of user inquiries can be solved with self service or education via a chatbot, it goes a long way to bring down operating costs. ### 18. Effortless Collaboration and Innovation **Rating:** 4.5/5.0 stars **Reviewed by:** Cátia R. | Customer Solutions Director, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2025 **What do you like best about Ada?** The easiness to work, and the availability to bring new ideas/needs to the table in order to improve our services. **What do you dislike about Ada?** The setup, meaning one bot for each domain. **What problems is Ada solving and how is that benefiting you?** The requests are straightforward, making it easy for us to teach them to our AI bot. ### 19. ADA - The Chat Assistant that we need **Rating:** 4.5/5.0 stars **Reviewed by:** Reniel A. | Systems coordinator - Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Ada?** ADA is easy to use and easy to understand how their system works. The way how to set up the automated answers is also easy to do since the options such as text box, videos, and images can be dragged and dropped to the chat flow plus the actions available make the chat flow properly work. **What do you dislike about Ada?** The technical terms that we need to understand for the chat flow to work. But once you know those terms, it's going to make the chat flow outstanding. **What problems is Ada solving and how is that benefiting you?** Since it automates our customer service responses, and we also have offline hours, it makes our operation work 24 hours a day. In addition, once the chat flows are setup correctly customers will surely get the answers that they need. ### 20. AI Community **Rating:** 5.0/5.0 stars **Reviewed by:** Samantha V. | CS Performance & Engagement Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2024 **What do you like best about Ada?** Since starting with Ada over 2.5 years ago, we've had a fantastic relationship with the team. We've always gained their upmost support, encouragement and guidance. We've worked hard with Ada, to get to a high containment rate which we are extremely happy with. Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date! We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows. We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together! My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction! **What do you dislike about Ada?** We often raised issues, not knowing there was a page/trigger for this to be notified. We've since been added. We also mentioned we would have loved more in person training/on call. In fairness, after mentioning this, the team always jumped on calls as soon as they could to assist. **What problems is Ada solving and how is that benefiting you?** We had a hefty SLA on socials which always left us chasing each platform to bring up to date. We wanted to releive pressure from our CS team, allow customers to self-serve and gain immediate help. After we acheived this, we moved on to more features and more complex builds for an even better customer experience. ### 21. Bumpy implementation **Rating:** 3.5/5.0 stars **Reviewed by:** Felipe C. | Customer Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2024 **What do you like best about Ada?** Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog. **What do you dislike about Ada?** Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement. Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule. **What problems is Ada solving and how is that benefiting you?** Mostly, Ada helped us with high containment rates. It helped customers self-service a lot better and de-escalate repetitive inquiries. **Official Response from Marley Gibbs:** > Dear Felipe, Thank you for your honest feedback and for highlighting how Ada has helped your support team manage customer inquiries efficiently. We’re sorry to hear about the challenges faced during implementation, especially with the complex intents and your Zendesk integration. Your experience with our Implementation Specialist is certainly not what we aim for, and we’ll take this feedback and address this internally. At Ada, we provide a plethora of resources and are continually developing more materials to ensure our customers feel fully enabled and supported. Our Customer Solutions team works directly with customers to address any technical challenges and provide ongoing assistance during their journey with Ada. We appreciate your feedback and are committed to improving your Ada experience. Please reach out if there’s anything more we can do to assist you. Best regards, Ada ### 22. Great chatbot **Rating:** 5.0/5.0 stars **Reviewed by:** Lara T. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Ada?** The solution is easy and useful and the reports are insightful **What do you dislike about Ada?** It does not integrate with ZohoDesk, which is the current platform we're using **What problems is Ada solving and how is that benefiting you?** It helps the customers solve their problemas without needing to contact a person, which leads to less waiting times. ### 23. The program is good, but I believe that we can improve some things **Rating:** 4.5/5.0 stars **Reviewed by:** Michele F. | Analista de processos, Enterprise (> 1000 emp.) **Reviewed Date:** November 11, 2021 **What do you like best about Ada?** I like the support, I don't have to wait days to get a response. Having a contact channel with the ADA is very good for us. The tool is intuitive and gives a lot of autonomy to those who don't understand much about programming. It's easy to use, and you don't need to spend days studying the platform to understand how each feature works. **What do you dislike about Ada?** I believe that having a field to write programming language would be cool. Making some words bold, underline or change color would suit our needs a lot. Having a customizable dashboard, which really meets what the company needs, would also make everyday life easier. **What problems is Ada solving and how is that benefiting you?** We have a conversation channel within the app. This is functional because the customer can get immediate answers to his problem. We can customize as we wish, this ensures better communication with customers. ### 24. Easy to understand and work with! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2023 **What do you like best about Ada?** - Easy to integrate with other systems - Easy to create answer flows - The appearance, it's very customer friendly - The support, always available - Easy to map and sort answers - Great overview, easy to orientate **What do you dislike about Ada?** - I find that the reports/statistics are a bit tricky to understand, or fully accurate For example: Checking popular answers it does not match with what I see in conversations -Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey - Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click) - Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks. - The messenger flow isn't as nice as the regular flow (Chatbot on the website) - Difficult to actually know how an answer is performing - When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language **What problems is Ada solving and how is that benefiting you?** - Customer service 24/7, we don't need extra employees working evenings since Ada can support them with most common questions (does not apply during peak season). - Above also increases our customer experience ### 25. Easy Building, Murky Data **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Ada?** I love how accessible Ada is: When I started managing our bot, Ada Academy made onboarding easy and comprehensive. In my day-to-day, Building Blocks make answer-building straightforward and even fun! I've also found our rep, Gina, to be very attentive. **What do you dislike about Ada?** I rely heavily upon Ada's reports to identify training opportunities and report to higher-ups. When gathering data, I often see conflicting numbers, which makes it hard to measure the effectiveness of the bot. These cases have been escalated to your Developers in two separate tickets, but have not seen any follow-up. We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support. **What problems is Ada solving and how is that benefiting you?** Ada addresses frequently asked questions and allows Betterment customers to self-service, thus deflecting ticket volume for our human support team. Because of Ada, we no longer have to hire & train new full-time agents. Instead, we are able to retain our team of ~35 by making their workload more manageable. We are working to use live chat to increase revenue (live chat rollover support = customers move their money to Betterment in real-time). However, as mentioned earlier, this use case has not been fully launched due to ongoing Ada <> ZD integration issues. ### 26. Well designed chatbots for any business **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Ada?** Best-in-class chatbot that looks great and performs well. The builder platform has a drag-and-drop blocks design that makes building the chatbot a logical, intuitive, and efficient experience. Ada integrates well with Zendesk, so if you are using Zendesk, it is a perfect match. **What do you dislike about Ada?** If you have multiple chatbots on contract with Ada. The chatbots don't connect or aggregate data in any way. this makes for a disjointed experience. In a world where every application has an open API, Ada charges a lot for access to their data API. Pre-built integration are also a little lacking. **What problems is Ada solving and how is that benefiting you?** Ada contains and deflects a lot of customer inquiries that would normally go to our support team. It allows our customers to ask specific questions and get the answers they need quickly and efficiently. ### 27. Great tool for codeless chat implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Max v. | Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Ada?** Gives you a lot of flexibility as answers can be built and changed fast you can automate customer interactions easily and improve based on the data you get back team is super helpful the NLP works great **What do you dislike about Ada?** the building experience can be improved - some of the UX is not very intuitive we need more components in Ada to be able to build different experiences, like a searchable list block for example more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into **What problems is Ada solving and how is that benefiting you?** Users can self-serve and find the answers about our products. Furthermore they can do actions thourgh the chatbot, which are integrated with our backend systems. ### 28. Easy Implementation and Maintenance & Excellent Client Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2023 **What do you like best about Ada?** The monthly communication and implementation team are best in class. Setting up our bot was an incredibly enjoyable process with an excellent dedicated guide from ADA. Couldn't have asked for more in the implementation. The ongoing monthly support and availability for questions has been like no other vendor experience. **What do you dislike about Ada?** We've yet to experience a downside, even things we are hoping for improvement on are accounted for and circled back with a product roadmap or other update **What problems is Ada solving and how is that benefiting you?** Helping with first line responses leveraging FAQs where people are otherwise not willing to read through the full FAQ. Also providing intake points for specific data so when the inquiry gets to a rep we are starting with full information. ### 29. The best! **Rating:** 5.0/5.0 stars **Reviewed by:** Lara M. | Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Ada?** Ada is extremely user-friendly and their team is always helpful. They're also really great about innovating on their core product and listening to client feedback to produce new features. **What do you dislike about Ada?** There isn't much I dislike - I look forward to more integrations and more features. **What problems is Ada solving and how is that benefiting you?** Ada helps us solve common customer issues quickly and at high volume, deflecting easy solves from landing on our support team's lap. We've been able to engage with more customers. ### 30. Working with Ada has been great! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Ada?** Their team is helpful when collaborating and trying to develop creative solutions. As the primary builder at Smith, I find it easy to work with the program and use new features. **What do you dislike about Ada?** Not a whole lot. They work on updating any issues pretty quickly and are always receptive to feedback I share in our calls. I appreciate all the features, and any that aren't so useful to us are easy enough to turn off. **What problems is Ada solving and how is that benefiting you?** Site navigation, self-service, inquiry tracking, and knowledge based responses that would typically need to come from our team can be handled in an expedited fashion 24/7. ### 31. I recommend ADA here's why **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2023 **What do you like best about Ada?** How customizable flows and answers are. The ability to use API customizations and integrations to gain insights and capabilities with your sites and internal data. **What do you dislike about Ada?** Too little data can be pulled by some API calls or Integrations. For example, Zendesk Dashboard. ADA can't see the status of chatters or how many chats they currently have, making assigning conversations to multiple groups difficult. **What problems is Ada solving and how is that benefiting you?** Creating self-serve opportunities is of great importance to our business. It reduces agent engagement, and attempted troubleshooting with the bot reduces interaction time when it does reach a live agent. ### 32. Working with an AI BOT **Rating:** 4.5/5.0 stars **Reviewed by:** kelsa H. | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2023 **What do you like best about Ada?** It can be super simple to get started with low code requirements, their nack for evolution **What do you dislike about Ada?** Limitations with integration into systems **What problems is Ada solving and how is that benefiting you?** Ada is providing our customers an additional channel for support and answers to their issues. The benefits are that there's 24/7 support for customers for whichever query they may have. ### 33. Great if you use Zendesk or Salesforce, otherwise look elsewhere **Rating:** 0.5/5.0 stars **Reviewed by:** Michael L. | Head of Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2023 **What do you like best about Ada?** Ada's onboarding team and customer success team are great. They will help you build your dream environment to the best of their ability. **What do you dislike about Ada?** After building out our instance we found out that Ada does not support all of the feature sets that it advertised just because we do not not use Salesforce or Zendesk. Even our implementation team was surprised by this. Something as simple as passing over an image in chat is not supported because we use Kustomer. **What problems is Ada solving and how is that benefiting you?** We were trying to reduce agent touch points and reduced handle time, but due to Ada not supporting images, the created the opposite effect. ### 34. Easy drag and drop Chat bot setup **Rating:** 5.0/5.0 stars **Reviewed by:** Afdal Samad . | AirAsia Customer Strategy Assistant Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2022 **What do you like best about Ada?** Non-technical bot setup, you can just use the existing function with just drag and drop to set up basic chatbot conversation. **What do you dislike about Ada?** Hard to point out any feature that I don't particularly appreciate since the platform provided is easy to use. Even a non-technical person can quickly learn and manage the bot. **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. ### 35. The beginning of something great **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Ada has put together a great tool that has a short ramp-up time. This has allowed our agents to quickly learn how it works, create new answer paths, and provide self-service material without the need for as many live chats as before. **What do you dislike about Ada?** Currently, Ada does not allow us to download metrics into an excel spreadsheet. Instead, our Account Manager will download and forward over a report when requested. This is something they are currently working on, so I'm excited to see what they come up with! **Recommendations to others considering Ada:** Ada has been consistently making their product better, which gives me confidence that their service will soon be if they aren't already considered one of the best in their industry. They are very responsive to feedback and work closely with your team to ensure the setup and continued use of their product meet your needs and are more than happy to jump on a quick call or set up some time to discuss any issues you encounter. Their metrics are still a work in progress along with their Zendesk integration but they are receptive to feedback and will work with you to figure out alternative solutions, which I greatly appreciate! **What problems is Ada solving and how is that benefiting you?** As our company continues its aggressive growth, the need for a self-service tool that can reduce the number of one on one interactions between customers quickly become one of our top priorities. Ada enables us to provide more of our self-service material to customers than ever before. ### 36. We are absolutely head over heels for ADA (the tool and support that comes with it) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Ada?** Fairly easy UI when it comes to creating answers, training answers, report finding, etc. We also love our success manager who has our best in mind and it is very obvious that he spends his time reviewing our product, our workflows, upcoming releases, etc. to help us best prepare ADA for member volume. **What do you dislike about Ada?** Some downside are the lack of customization of reports on our end. There are plenty of pre-generated reports within ADA but our asks are quite specific and so the lack of customization there leads us to try to piece together a manual report vs. an automatically generated one. **What problems is Ada solving and how is that benefiting you?** Our day-to-day volume is quite high and ADA is catching all the simpler, one-touch interactions (up to 69% of them are contained). That allows our agents to focus on the tougher cases that require escalation and a deeper investigation. ### 37. Good service and support **Rating:** 4.5/5.0 stars **Reviewed by:** Oscar R. | Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** I love how easy and fast you can built and improve your bot, i also like that the support and help is always fast. **What do you dislike about Ada?** I think ADA can improve on having meetings more frequently with their customers in order to sit together to review and improve the bots for meeting the customers requirements. **Recommendations to others considering Ada:** I think Ada is a very good choice, but my advice would be to analyze all the technical needs that you could face during the entire project before starting. **What problems is Ada solving and how is that benefiting you?** Facebook conversations are 70% fully attended with the bot, also up to 50% of the conversations with Clerks are currently served through the chatbot. ### 38. The future of customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Julian G. | Support Lead: Digital self-service, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about Ada?** Reduction in ticket submissions that do not need to be answered by an agent, there are a lot of enhanced features that can personalize and automate bot actions. This in turn impacts my team's ability to focus on more critical strategic goals. **What do you dislike about Ada?** There are issues with understanding how best to measure success and track the impact of training the bot. There is so much data available but it the measuring tools aren't as specific in some places. **Recommendations to others considering Ada:** Ensure you have completed some training on how to use the bot. Measuring success is different for all clients but make sure you create a good format for how your UX will appear for users. **What problems is Ada solving and how is that benefiting you?** Reducing ticket volumes and controlling information provided by users who need to speak with a live agent. Ada is a way to deflect and filter issues so that agents have better context for an inquiry or issue. ### 39. Why Ada is Superior to All Other Chatbots **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2020 **What do you like best about Ada?** I like the multitude of ways in which we can work within the bot to understand how our users journey from answer to answer. We've been adding more features into our bot recently and the results have been excellent. **What do you dislike about Ada?** There are some features, such as filter by tags, that I think would be very beneficial for quick, big-scope views of groupings of answers. This would give us good data to seek out problem areas. **Recommendations to others considering Ada:** I strongly recommend using Ada! The team is a delight to work with and the product is easy to use and understand. **What problems is Ada solving and how is that benefiting you?** We're finding new ways of deflecting users from sending in tickets and encouraging self-serve. Furthermore, we're finding ways to keep our users from getting confused in their multitudinous ways of asking questions. ### 40. Game changer **Rating:** 5.0/5.0 stars **Reviewed by:** Mickael P. | OPS Customer support manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2022 **What do you like best about Ada?** The fact that its really simple to get familiar with the plateform and set up **What do you dislike about Ada?** Two major features are missing: Each language to get their own keywords and on mobile SDK trigger specific answer depending of the screen your at **Recommendations to others considering Ada:** If you want to take your support team to the next level, don't wait! The possibilities of configurations once the APIs are connected is endless **What problems is Ada solving and how is that benefiting you?** Be able to assist 24/7, most increase the user satisfaction, improve our product thanks to the reporting ### 41. Intuitive Design & Immediate Results **Rating:** 5.0/5.0 stars **Reviewed by:** Conner Y. | E-commerce Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Ada?** The backend is straightforward for bot managers and doesn't require any prior coding experience. The ADA customer support team has always been there when we have questions and will usually get our problems solved within one to two business days! **What do you dislike about Ada?** I have no dislikes about the current state of ADA. There are minor bugs here and there that the team is aware of, but a hotfix is usually right around the corner! **What problems is Ada solving and how is that benefiting you?** ADA is helping us solve a couple of problems, but the biggest one is that we now have the capacity for guided shopping! With proactive campaigns & our navigational flows, we can help guide shoppers to the collections or products they need and have received positive feedback about the experience. ### 42. Good but needs more customization options and better reporting **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** I like that you can separate the chatbot if you have more than one product line. You can also manipulate it for most of your needs such as multiple answers for the same question and it learns from chatter keywords. **What do you dislike about Ada?** I think Ada is a good chatbot but you are limited in some of the customizations especially if you have more than one product line. You also can't separate reporting based on the product line. It'll be nice to have a search feature within the activity log along with more details so we can monitor who is making what changes. **Recommendations to others considering Ada:** It's a good chatbot and allow for most cusotmizations but you will want to review the reporting, activity log, and how to best implment if you are using more than one product. We received "I don't think we can right now" a lot, but always push for the Ada team to review with thier developers. **What problems is Ada solving and how is that benefiting you?** We are answering general customer support questions through the chatbot and decreasing the number of how-to support questions that are routed to our Support teams leaving more time for our teams to work on more complex technical issues. **Official Response from Elan Keshen:** > Thanks for sharing your feedback on compartmentalizing the content and reporting by product line. I will pass that on to the team. As for reviewing an activity log, we have a versioning toolkit coming to market shortly that will help you monitor changes to content. ### 43. Excellent Service With Flexible Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Scott S. | Sr. Manager - Ecommerce Engineering, Enterprise (> 1000 emp.) **Reviewed Date:** November 12, 2021 **What do you like best about Ada?** The service is great, but, the easiest part of using Ada is working with their client success team. The rollout and integration were straightforward. Their team members were skilled and worked quikcly and efficiently. The Ada administration tool is easy to use and is very intiuitive to the business user. Customizing the chat icon was easy and changes can be deployed to the site withing seconds. **What do you dislike about Ada?** We did have to customize order lookup for our order tracking integration which we were not expecting to have to customize. But, overall, there is very little to dislike about the Ada service. One thing we struggled with after implementing Ada was a staging environment where we could develop and test changes to the bot without it affecting the running production setup. Once we did get a proper staging environment setup there was no longer a blocker to continuing development post launch using our development environment. **Recommendations to others considering Ada:** For anyone that is offering live chat and is struggling with handling the volume Ada can help mitigate some of that volume. **What problems is Ada solving and how is that benefiting you?** Using Ada, we resolved a large percentage of chat cases before a call center agent ever needed to get involved. Because of Ada our agents now have more capacity to handle more volume across the other channels they work (phone and email). Simply put Ada frees our agents up for more capacity to work other contact channels. ### 44. Very good product **Rating:** 4.0/5.0 stars **Reviewed by:** Anton T. | Support rep, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** I really like how ADA helps us deflect numerous tickets and creates a positive hassle-free experience for users. We use ADA with Zendesk knowledge base and it integrates really well into our existing processes. It was also extremely easy to teach folks to create scenarios for ADA. The process is extremely simple and we required very little help from ADA support team. It is also very nice to have regular meetings with the ADA team who are always ready to help with any issues or questions we might have. Overall, we are really enjoying ADA. **What do you dislike about Ada?** Sometimes ADA can't understand the user's request. This might lead to a lot of frustration for users since they can't get their inquiry resolved, and can't immediately submit a support ticket. Also, when reviewing ADA's reports on monthly usage, we noticed that a lot of conversations are duplicated (two identical convos from the same person). It might be due to the fact that users simply create two identical conversations with ADA - we are not sure. **Recommendations to others considering Ada:** Some of our processes can't be automated via ADA. My recommendation is to consider how useful it'll be to you before you buy it. If your use'-case can't be adjusted for ADA, then it might not be too helpful. **What problems is Ada solving and how is that benefiting you?** We are using ADA to deflect support tickets and alleviate some of the workload on Support reps. ADA deflects over 600 tickets per month which is approximately how much one Support person solves. ### 45. Ada Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Luis R. | Reporting Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Seamless experience with very little effort on our side for creating an intent, you don't need to be an experienced programmer to build intents with high-level logic and conditions. **What do you dislike about Ada?** Unable to customize reporting features, therefore we need to create new reports in third party software/Google sheets. Ability to export conversations with variables and more information. Limitations on CSAT experience as CSAT has a hard time being imported into our CRM (Zendesk), since we don't use its default CSAT survey feature. **Recommendations to others considering Ada:** I would recommend everyone who is considering using it to go for it, the benefits are quite a lot. It's a simple system with many useful features and their team focuses a lot on providing support and help with what the system itself may lack depending on your specific use case. **What problems is Ada solving and how is that benefiting you?** Reduced chat contacts by ~60%, resolving one-shot inquiries and general FAQ questions more easily. Offering customized information for customers related to orders status, modification, discounts, etc. ### 46. The easiest to work with **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** I like the fact that the bot gathers all the similar tickets together based on keywords and hints. It makes my life easier when I need to train the bot to point the customers to specific help articles and resolutions. **What do you dislike about Ada?** At this point, nothing much of it is to be disliked, but I wish there was an option to customize a response to a specific keyword when it's mentioned in the chat. I'm not sure if I've seen the feature yet, but if it were there, it would be helpful. **What problems is Ada solving and how is that benefiting you?** Ada basically helps our chat support by narrowing down specific requests from customers. If there's something that it can't handle, it routes it to the correct help support agent and that helps us a lot. It helps us automate a lot of tedious processes that all we need to do is provide a resolution once the user reaches us. ### 47. Great System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2021 **What do you like best about Ada?** Ada is a fantastic system for both Customers and the Company. The Bot builder is so easy to use and the functions enable us to customise it to fit our business perfectly to ensure that the flows are relevant and helpful for our customers. The Ada support team are very helpful and always on hand to answer questions and the built in reporting tool is perfect to help ensure that our customers are getting the most out of our Bot as well as ensuring that the consumer experience is always a positive one. **What do you dislike about Ada?** We have not found anything that we dislike whilst using Ada. **What problems is Ada solving and how is that benefiting you?** Customers are getting quicker responses to their issues from the Bot which is lowering our incoming call and email queues, it provides quick first time resolutions or alternatively creates the needed tickets on Zendesk to ensure our customer contacts are assigned to the relevant teams to deal with as quickly as possible. ### 48. Great product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 08, 2022 **What do you like best about Ada?** The ADA software is easy to use and they have a great team supporting you when you are first starting out **What do you dislike about Ada?** If they included video tutorials on how to create certain flows it would help a lot! **Recommendations to others considering Ada:** Great service, allows you to make full use of your employees with the added support of the bot **What problems is Ada solving and how is that benefiting you?** It is containing a lot of our live chat volume! ### 49. I love working with Ada! **Rating:** 5.0/5.0 stars **Reviewed by:** Jasen S. | Director, Artist Relations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2021 **What do you like best about Ada?** Ada's chatbot tools have been a huge help in deflecting customer service tickets, and helping to better provide our users with self-serve options without having to write in to support. **What do you dislike about Ada?** We have not found anything missing from the currently available products, but we do very much look forward to the additional integrations planned for Twitter DMs. **What problems is Ada solving and how is that benefiting you?** Ada has helped us to deflect unnecessary customer service tickets when self-serve options exist for the users through links to FAQ articles and/or other self-serve tools that are available to our users without having to write in and wait for a reply. ### 50. Review **Rating:** 4.5/5.0 stars **Reviewed by:** Gilbert P. | Digital CX Transformation Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2022 **What do you like best about Ada?** It is customizable and it is user-friendly.No-Code / Low-Code Design You don’t need to be a developer to build or update chatflows. Teams can easily set up responses, decision trees, and logic through a visual interface. Powerful Integrations Works well with systems like Zendesk, Salesforce, Shopify, and internal CRMs. Lets customers get account info or submit tickets without switching platforms. Omnichannel Capability Ada can run on web, mobile apps, social media (Messenger, WhatsApp), or SMS — with a consistent user experience across all. AI + Natural Language Understanding (NLU) Can understand how users phrase questions differently (e.g., “block my account” vs. “deactivate my wallet”). Learns over time from interactions, improving accuracy. Scalable for High Volume Can handle millions of interactions simultaneously, useful for companies like GCash with huge user bases. Customizable User Journeys Businesses can tailor flows — like ID verification, balance check, or ticket creation — to match their exact process and tone. Real-Time Handoff to Human Agents Smoothly transfers complex issues to a live agent in Zendesk or another CRM without losing chat history. Analytics & Reporting Offers dashboards showing metrics like resolution rate, deflection rate, and common queries — helping improve automation coverage. Security & Compliance Enterprise-grade encryption and data privacy features suitable for fintech and banking environments. Multilingual & Localization Support Can understand and reply in multiple languages, including Taglish, which is particularly useful for Philippine customers. **What do you dislike about Ada?** 1. Limited “True AI” Capabilities Ada uses pattern-based understanding (NLU) rather than full generative AI. It recognizes intent and keywords well, but it can’t fully “converse” freely like ChatGPT. Complex or unexpected phrasing may still confuse it unless trained specifically. 2. Requires Strong Maintenance To keep accuracy high, Ada needs continuous training and content updates. If intents, flows, or keywords aren’t regularly reviewed, the bot can misroute or give outdated answers. 3. Dependent on Scripted Flows Most of Ada’s responses are predefined, so it can’t reason dynamically. It follows decision trees — if a user goes off-script, Ada may fail to recover or get “stuck.” 4. Limited Context Memory Ada can recall the current conversation but doesn’t retain long-term user context (e.g., what the user said in past chats). This limits personalization unless connected to a CRM or database. 5. Integration Complexity While it integrates with Zendesk, Salesforce, etc., setup can be complex and time-consuming. Errors in API configuration can cause ticket syncing or data handoff issues. 6. Analytics Depth The built-in analytics dashboard gives general data (volume, resolution, escalation), but advanced insights (like user sentiment or root cause analysis) require third-party tools or exports. **What problems is Ada solving and how is that benefiting you?** Self Service support deflecting ticket inflow ## Ada Discussions - [Remas](https://www.g2.com/discussions/50584-remas) - 1 comment, 2 upvotes - [What is Ada used for?](https://www.g2.com/discussions/what-is-ada-used-for) - 1 comment - [View Ada pricing details and edition comparison](https://www.g2.com/products/ada-support-inc-ada/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-21+01%3A50%3A56+-0500&secure%5Bsession_id%5D=e60dbfc9-d2a6-4ae6-bcdc-39f3225c0d2c&secure%5Btoken%5D=6ffea920cf457b621346c0e43e5ebe1ddb17a9873b0aecfcf3057d7b1542ae67&format=llm_user) ## Ada Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Contentful](https://www.g2.com/products/contentful/reviews) - [Dimension Labs](https://www.g2.com/products/dimension-labs/reviews) - [Dixa](https://www.g2.com/products/dixa/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Freshworks](https://www.g2.com/products/freshworks/reviews) - [Genesys](https://www.g2.com/products/vitech-corporation-genesys/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [Gladly](https://www.g2.com/products/gladly/reviews) - [Gorgias](https://www.g2.com/products/gorgias/reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - [Paligo](https://www.g2.com/products/paligo/reviews) - [Twilio Flex](https://www.g2.com/products/twilio-twilio-flex/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Ada Features **Core Conversational Capabilities - AI Chatbots** - Controlled LLM Response Generation - Context Maintenance Within Sessions - Natural Language Understanding & Intent Inference **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Platform** - Multilingualism - Quality - Real-Time - Artificial Intelligence - Self-Improving - Volume **Customer Support** - Text - Speech - Knowledge Base **Data** - Reliability - Data Security **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Voice Recognition - AI Voice Assistants** - Voice Recognition **Conversational AI - Conversational Commerce Platforms** - AI chatbots - Messaging and Notifications - AI agents - Voice assistants - Communication apps **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Channel** - Security - Omnichannel - Privacy - Anonymity **Automation** - Ticket Resolution - Customization - Intelligent Routing **Interaction** - Complex Query Handling - Natural Conversation - Understanding - Context Management - Customizability **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Platform integration - Conversational Commerce Platforms** - Ecommerce stores - Sales channels - Payment Platform - Internal tools **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Channels** - Email - Social - Live Chat - Phone - Text **Task & Flow Management - AI Chatbots** - Scripted Dialogue & Decision Tree Support - Fallback Responses for Unknown Queries **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Artificial Intelligence** - Learning - Language - Conversational AI **Learning** - User Interaction Learning - Error Learning **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Analytics and Reporting - Conversational Commerce Platforms** - Conversational analytics - Advance reporting **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Deployment & Embedding - AI Chatbots** - API Access for Business System Integration - Web Widget & SDK Embedding **Content Generation** - Creativity - Content Accuracy **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Admin & Configuration - AI Chatbots** - No-Code Conversation Design **System** - API Flexibility - Update Frequency and Utility - Cross-Platform Compatibility - Software Integration **Agentic AI - AI Chatbots** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Monitoring & Improvement - AI Chatbots** - Feedback-Driven Response Optimization **Reliability & Safety - AI Chatbots** - Guardrails & Content Controls ## Top Ada Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,688 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,545 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 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