--- 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: '2026-07-17' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # 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:** 173 ## About Ada Ada is an enterprise Agentic Customer Experience (ACX) company that helps large organizations deploy, manage, optimize, and scale AI agents for customer service, with more than 550 AI agents deployed across the world's most demanding enterprise environments. Ada's core differentiator is the ACX Operating Model: the only approach in the category that pairs an enterprise AI platform with structured methodology and expert guidance. The logic behind it is direct: the best customer experiences come from businesses that own and operate their AI agents, not ones that depend on vendors to run them. The companies that own their AI capability are the ones that compound value. Ada's job is to help them get there. Ada delivers that ownership through three components: the ACX Platform (AI agent management across every channel and language, no engineering dependency required), ACX Practice (a structured methodology for building, governing, and scaling an ACX program), and ACX Experts (who work alongside internal teams to build lasting internal fluency). The ACX Platform is designed with these core components: - Reasoning Engine™: A patent-pending intelligence layer that powers the AI agent across all channels using shared customer context, business logic, and configurable policies, with built-in accuracy and safety controls. Consistent experience meets reduced overhead. - Conversation Hub: Deploy an AI agent across voice, messaging, email, and custom channels in 60+ languages, with structured handoff to human agents when escalation is needed. - Performance Center: Tools for building, testing, and optimizing AI agent behavior, including Playbooks for complex multi-step workflows (refunds, rebookings, authentication), Coaching for continuous improvement, and Simulations for safe pre-launch testing. Tracks resolution rate, CSAT, NPS, and custom KPIs. - Developer Toolkit: Pre-built connectors for Salesforce, Zendesk, and ServiceNow, plus APIs, SDKs, and an MCP Server for managing the AI agent from tools like Claude or ChatGPT. - Enterprise-grade security: SOC 2 Type II, GDPR, HIPAA, PCI DSS, and AIUC-1 certified, with Zero Data Retention and regional data residency. Ada was the first ACX platform to have achieved AIUC-1 certification, the world's first AI safety standard specifically designed for customer service agents—and Ada helped write it. Proven customer outcomes include: - IPSY (ecommerce) achieved 943% ROI on its AI investment within four months of using Ada's ACX platform alongside a 63% improvement in automated resolution rate and a 41% improvement in CSAT. Endy (retail) achieved an 85% automated resolution rate during a major national promotion and 75% CSAT during their warehouse sale. - eSky Group (travel) saw a 17-point increase in automated resolution in four months, a 19-point CSAT jump, and 200% ROI—running three brands across 50+ markets with one team on one platform. - Blackhawk Network (fintech) transformed into a mature ACX operation, automatically resolving ~50% of all incoming inquiries across brands and channels, and upskilling frontline agents with plans to expand AI across the entire enterprise. Across Ada's customer base, the impact extends beyond efficiency metrics. At ClickUp, support agents shifted from manually building chatbot content to specializing in product areas and contributing to lifecycle and retention strategy. At Endy, volume relief created new AI coaching and QA roles rather than headcount reductions. Ada is built for enterprise organizations with high-volume, complex support operations across industries including financial services, telecommunications, retail and ecommerce, travel, insurance, and technology. ## Ada Pros & Cons **What users like:** - Users find Ada to be **extremely user-friendly** , facilitating seamless integration and efficient handling of customer support tasks. (23 reviews) - Users find Ada to be **incredibly valuable** as an efficient first line of customer support, enhancing operational productivity. (21 reviews) - Users value the **excellent customer support** of Ada, appreciating the always available assistance and easy integration. (17 reviews) - Users enjoy Ada for its **ease of use and powerful integrations** , enhancing productivity and support capabilities. (17 reviews) - Users highlight the **easy setup** of Ada, enabling seamless initial configuration and user-friendly support throughout. (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 report several **usability issues** with Ada, noting difficulties in navigating playbooks and limited interactive features. (10 reviews) - Users struggle with **integration issues** in Ada, facing conflicting data and limitations with external platforms like Zendesk and Kustomer. (9 reviews) - Users are disappointed with Ada's **missing features** , limiting customization and integration capabilities for a better user experience. (8 reviews) - Users experience **usage limitations** with Ada, affecting dynamic workflows and automation in customer interactions. (8 reviews) - Users find Ada's platform has **limitations in automation and integration** , making complex workflows challenging and time-consuming. (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. 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 ### 2. Peak efficiency made simple. **Rating:** 4.0/5.0 stars **Reviewed by:** Jamie G. | customer service team leader, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Ada?** The user friendly answers/questions system. A very simple way of programming new answers, finding out what customers want to know about and spotting trends across the platform. **What do you dislike about Ada?** The lack of self learning AI, it remains a very manual process. **What problems is Ada solving and how is that benefiting you?** A huge deflection/containment rate which allows other agents to make better use of their time. A 24 hour service for customers who would otherwise contact us outside of our opening hours. ### 3. The ADA team has been nothing but phenomenal! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** - The dedication from the ADA team for always being there to help out whenever necessary and providing tips/suggestions for troubleshooting and chatbot improvement. - The ability to customize the message according to the response from the internal APIs. - The continuous innovation/improvement on the platform. **What do you dislike about Ada?** - Does not have a staging environment for testing and A/B test with a different set of training questions. - Lack of personalization capability (e.g. personalized the quick replies for each user). - Answer-Utilities block seems to fail quite often at a certain period of the day. **What problems is Ada solving and how is that benefiting you?** - Churn reduction. - Dissatisfaction rate. - Reduce the need to speak with an agent. ### 4. Really collaborative company **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Games | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2021 **What do you like best about Ada?** The people on each team are easy to work with. They are knowledgeable, personable and friendly. **What do you dislike about Ada?** The amount of training is no small feat and requires a lot more bandwidth than I accounted for during and post-implementation. In addition, recreating content in both the bot and help center is not the most efficient. **Recommendations to others considering Ada:** Carefully consider how much bandwidth your team(s) have to dedicate to bot training, and if a chatbot is in your future, definitely consider Ada as your solution. **What problems is Ada solving and how is that benefiting you?** The Ada bot helps us keep our support team size smaller, and absorbs the seasonality of our business needs, while offering some support 24 x 7. ### 5. Fantastic Product / Fantastic People **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Ada?** Ada is amazing at integrating with your current tech stack to help your customers be successful in your ecosystem. The time to value for this solution was mind-blowing. Pre-sale, I heard how easy Ada was supposed to be but when we implemented I was suprrised how quickly we not only got up and running, but started to see value for our customers, and ROI internally. Also, every interaction I've had with every single person at Ada has been top notch. Not only are they very intelligent about their customer needs and their product, but they genuinely want their customers to be successful. I use Ada's Customer Success (ACX) team as an example of what building trust and driving value really mean. They're incredible! **What do you dislike about Ada?** I wish I could add a dislike here but honestly can't think of one. Maybe that our competitors didn't use them? **What problems is Ada solving and how is that benefiting you?** Delivering accurate, quick answers to our customers when they need it Internal burnout - Ada does the work of our 22 agents per month, so on Monday mornings specifically, our agents come into work without a mountain of emails to tackle Delivering an appropriate experience for our customers Consistent experiences across mutliple channels ### 6. The Ada CX team is one of my favourite teams to work with. I wish the platform was more robust. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** The team are really helpful and engaging. They're focused on our success, and they're available when we need them (for the most part). They receive feedback well, and are good partners. **What do you dislike about Ada?** The platform itself is less robust (lots of things break, and they break often enough for it to create disruptions to our business), and I don't feel like it's super innovative/proprietary. I wish there were cooler feature sets that would surprise and delight our customers - we would lean in more to the platform if there were. **What problems is Ada solving and how is that benefiting you?** Operations and customer contacts at scale. We use the platform to handle low-level customer queries, instead of needing an agent to handle them. Orginally, Ada also allowed us to be operative 24/7, however we have upgraded our Customer Care model to be 24/7, so this is no longer only an Ada piece for us. ### 7. Amazing Platform and Limitless Potential **Rating:** 4.5/5.0 stars **Reviewed by:** Augustus F. | Systems Operation Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2021 **What do you like best about Ada?** They have created a great platform that allows you to connect and serve your users by giving you the tools to customize your approach and quickly adjust as your business changes. The training they provided is comprehensive and helps to get new users up to speed in managing the answers the bot offers. They offer various solutions to allow both internal and external users to solve both simple and complex problems. Integrating into other systems makes the sky the limit on how you set up to serve your users. **What do you dislike about Ada?** Starting can be a bit overwhelming due to the platform's potential, and the wide variety of options you have avalible takes a bit of time. The investment into learning all the system rules and layout is well worth it in the end. **What problems is Ada solving and how is that benefiting you?** Ada has increased the amount of successful self-serve options our members are using and allowed us to focus our headcount on other channels to meet our members where they are seeking support. ### 8. Ada has been a great experience with the hands on help and the gift they sent out! **Rating:** 5.0/5.0 stars **Reviewed by:** Emily F. | Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** I love that I can consult with an Ada team member about any issues. **What do you dislike about Ada?** My computer won't let me paste blocks, sadly. **What problems is Ada solving and how is that benefiting you?** I am solving problems related to customer experience with the bot and optimation. I have realized that you can easily advertise sales as well. ### 9. Simply incredible! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Ada?** Easy to use and so much opportunity to learn! **What do you dislike about Ada?** Nothing! Incredibly user friendly and easy to use without needing much technical knowledge **What problems is Ada solving and how is that benefiting you?** Customer self-service! ### 10. Ada Chat Bot Takes Customer Support to the Next Level **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** Easily customizable to allowing us to update chat responses quickly to address new issues as they come up. **What do you dislike about Ada?** Sometimes the Chat Bot defaults to messaging unrelated to the user ask. **Recommendations to others considering Ada:** If you need a Bot to help scale your support to the next level, you can't go wrong with Ada. **What problems is Ada solving and how is that benefiting you?** The bot is being utilized across multiple teams in the company to handle the basic questions that needlessly took so much bandwidth from more complex issues. ### 11. One of the best chat bot I've used. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Ada?** The documentation and support is pretty good for ADA. We faced a DOM-related issue, and the support team readily hopped on a call with me and helped me with the issue. **What do you dislike about Ada?** There are few bugs that aren't resolved yet(nothing major). **What problems is Ada solving and how is that benefiting you?** At any given point of time, whether the user is logged in or not, it guides the user to get the correct information or channel them to customer care. ### 12. Game Changing, Innovative and Future Proof **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica E. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** From the first sales consultations, through integration & go live and all the way to future developments, one thing is abundantly clear - Ada are here for your business solutions. The passion that runs through each team member is palpable in every conversation and first class communication is their forte. In a sector where excellent customer service is key, they hold the top spot. If that wasn't enough, Ada offers a smart and intuitive chatbot with apparently endless (in my experience) scope to grow and improve. In our first sales call I said "impress me" and they haven't stopped wowing me since. The backend UI is neat, simple to use and easy to grasp with quick drag and drop resolution building. Ada offer extensive training and continuing support after launch. We're almost 5 months post-launch and have experienced significant benefits, reduced chat waiting times and above the predicted deflection rates. Ada isn't just about deflecting customer service queries and leaving it there. In our case there is huge scope for further success including additional self-service integrations, multiple upselling opportunities and exciting new developments. **What do you dislike about Ada?** I've found few downsides. I will say that what you get out is indicative of what you put in which means if you want a stellar bot, you're going to end up putting in the time to train it correctly. For us this took the better part of a month, but it's now smooth sailing with regular additional content updates and maintenance. I find it unhelpful that the chat satisfaction ratings given by customers when engaging with an Ada initiated chat do not feed back to Zendesk, our support platform and it's C-SAT. I hope that is a future innovation. **Recommendations to others considering Ada:** If you're looking for a company that provides a high quality chatbot with equally first class service, Ada is for you. **What problems is Ada solving and how is that benefiting you?** As a business we have seen drastic improvements in chat wait times and query deflection. Without in-depth integrations and using just basic the Q&A flows, we have achieved a 70% containment rate within the bot and a massive 27% deflection in customer contact across all contact channels. Something often overlooked is the benefit to the Customer Service Agents themselves. Without answering the often repetitive and monotonous questions that Ada can handle, my human agents can take on more skilled and challenging tasks to help them develop within their role. We've seen an improvement in employee morale and development opportunities since launching our Ada chatbot. ### 13. Happy to have this partnership **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** The quick and easy way to set up responses **What do you dislike about Ada?** We were unable to copy API test. it'd be nice if you have a app notifications, payment date calculation and general save and publish button. **Recommendations to others considering Ada:** I recommend an Ada as it is an easy platform to set up and manage. **What problems is Ada solving and how is that benefiting you?** Cancellation account flow! Now our users can cancel their account on the app, so they don't call to us. ### 14. Ada has been great and simple to use, for any internal requests I would recommend to a colleague **Rating:** 3.5/5.0 stars **Reviewed by:** James E. | Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Ada?** The Drag and drop building method, very simple to create **What do you dislike about Ada?** Having list options are easy, but if i want the options to appear differently, there isnt an alternative display, or atleast I dont know where it is. **Recommendations to others considering Ada:** Make it easier to change how the content appears, not sure if this is an option or not, but within the text box, include fonts, colors, etc., something like microsoft word. **What problems is Ada solving and how is that benefiting you?** Create a self serve option has helped reduce phone line wait queues ### 15. Ada is very reliable and current. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about Ada?** Ada speaks everyone's language, including those with no programming experience. It is easy to navigate, create and maintain the bot. **What do you dislike about Ada?** Some limitations that the Ada development team is now addressing. **Recommendations to others considering Ada:** Build a stronger customer support system with Ada. They are worth every penny. **What problems is Ada solving and how is that benefiting you?** We can reach more customers with Ada in real-time and provide them with round-the-clock service. ### 16. Incredible experience with Ada **Rating:** 5.0/5.0 stars **Reviewed by:** Felipe C. | Director of user success, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2020 **What do you like best about Ada?** We went from contract to quality retention in a few days, and today we only have 1 headcount managing our chatbot. The platform is truly intuitive and they make it so that you don't need tech knowledge to build amazing flows even integrating built APIs from your business into Ada! Simply amazing. **What do you dislike about Ada?** I think there is room for improvement adding new channels to the bot functionality such as Whatsapp that is very common outside the US. It is a strong company in the process of building. I know the team is in the process of building this and I am very excited about the next steps! :) **Recommendations to others considering Ada:** Please take some time to walk through a very specific product demo applied to your website or app, wherever you plan to use it. They can build custom demos so you can see an example of how that would work for you. Ada is a powerful tool and can bring a lot of value if used in the right manner. **What problems is Ada solving and how is that benefiting you?** We have an overall retention of around 60% of our total incoming tickets. Only about 40% get handed off to human. Our chatbot doesnt only provide static info - we also have it going into our database to provide customized information to our customers - Lovely! ### 17. Great chatbot! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Ease of editing answer. The fact that there are many options to play with (conditionals, variables, redirects, etc.) **What do you dislike about Ada?** The fact that there's no way to clone answers for easier editing of multiple similar answers. **What problems is Ada solving and how is that benefiting you?** Trying to contain more traffic in the chatbot. It's working, a lot of questions are contained already; planning to invest a lot more work in this. ### 18. Decent base product with some technical limitations **Rating:** 3.0/5.0 stars **Reviewed by:** Louis K. | Technical Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2021 **What do you like best about Ada?** Ada's answer building process is intuitive and powerful with lots of baked-in flexibility. You can use their drag and drop Blocks to accomplish things that would take dev work on other platforms, including API calls. Compared to all of the chatbot platforms we researched before committing, Ada appears to have the most user-friendly and capable back-end interface. Their NLP works as well as the training that you give it - it does not appear to be better or worse than any of the other major players in the Chatbot industry. **What do you dislike about Ada?** There are some gaps in Ada's platform itself and also their integration with Zendesk. Tickets submitted to Zendesk that are opened without a public comment do not have SLA's, which is a big deal for enterprise-level clients. Their reporting is also lacking - we've had to ask them to email us an export at regular intervals (that's currently the only way for some reports) and do most of our in-depth analysis manually in Excel. They also upcharge ridiculous amounts for features that are included with their competitors' products for free. We were excited to learn that they had added a simple calendar-picker feature to their answer flows, only to learn that they wanted to charge thousands of dollars for the ability to use it. We were told that their plan is to continue charging on a per-feature basis for other additions in the future. **What problems is Ada solving and how is that benefiting you?** We use Ada to modernize our web-based application, help customers get access to more context-sensitive answers, and ensure that when agents receive tickets they already have the basic information on the customer that they need in order to help. Ticket deflection is not one of our primary goals, although our bot is currently handling 70% of inquiries without handing off to customer support even without being designed with that intention in mind. ### 19. Efficient and easy to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Graziella P. | Customer Service Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2021 **What do you like best about Ada?** ADA has been amazing in integrating with Zendesk, and their team has always been very helpful with any doubts we had. The functionality of the bot is great and the system is very easy to work with, we are constantly improving our SS rate, which is great. Very easy to retrieve information, reports and very intuitive when having to add information to the bot. All in all, a great product with an amazing team behind it. **What do you dislike about Ada?** No downsides come to mind. For now, everything has worked out as planned and anticipated. **Recommendations to others considering Ada:** When looking for a bot for your business, don't hesitate to check out ADA, you will not be sorry! Not only their product is amazing, but the helpfulness and knowledge of the team behind it will really make a difference. **What problems is Ada solving and how is that benefiting you?** In a time where our business has been severely impacted by covid, ADA has been very helpful for those customers that could not reach an agent at a specific time and has offered the assistance much needed. SS rate has remained either stable or improved over the past months, which is what we needed as a business. Having to rely on the bot for a large number of hours when an agent might not be available, was scary at first but it has definitely given us the security we needed and the customers the assistance they were looking for. We could also retrieve a great amount of information and check reports on a daily basis, to see how our bot is doing. Even though we did not have much time to make improvements to the information, it has been a great tool so far. ### 20. Ada is growing to and more robust; exciting to see! **Rating:** 4.0/5.0 stars **Reviewed by:** Chrissy V. | Director of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Ada has a very easy and user friendly "Questions" tab that provides the user with real scenarios on how the bot handled a question that is not trained. This allows the User to view if the Question should be added to your "Answers" and if so, it's an easy button! Creating answers for the bot is very simply for basic answers; if you want the bot to do something more robust, the functionality is there, and an Ada Support team members is always available to walk you through it. I truly love that we can use emojis, pics, and videos in our answers, make the customer experience not so static. **What do you dislike about Ada?** The reporting can be challenging to understand, without an Ada Support Team Member to walk you through it. I would truly enjoy some more data and analytics that could be pulled by the User, rather than having to reach out to get assistance on pulling a report. Currently there is no report for how many 'Chats' only 'Answers' given by the bot. **Recommendations to others considering Ada:** Overall really great! They are innovative and are not afraid to try, even if the request is challenging! **What problems is Ada solving and how is that benefiting you?** We are able to see what customers reach out to us for; this allows use to be more innovative and provide our customers with self-service tasks, rather than feeling they need to call in order to achieve a task. We have realized what percentage of customers have different pain points, which allows us to be more versatile in our options. ### 21. Improves customer and agent experience guaranteed **Rating:** 4.5/5.0 stars **Reviewed by:** Bas L. | Lead ACX and data engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about Ada?** Very friendly user interface for creating new answers. Great integrations with major CRM and ticket systems like Zendesk. The direct integration with Zendesk makes it possible to have seamless switching between the chatbot and live agent. Outside business hour the question will be routed to the correct department with correct forms and tags to maximize the efficiency of agents time and get better data insights. Multi-channel compatible as in Facebook and WhatsApp. The analytics view is getting better every year to understand which answers need attention, subjects missing answers and understanding of engagement. Great community with the possibility to get in direct contact with developers. By directly co-developing with the community the developers know which features are the most important for them right now while maintaining their own vision of the platform. Monthly updates are rolled-out with an explanation of the developer creating it to give examples of best use cases. The goal is to make a chatbot that knows the problem you have before you know it and Ada is on their way to achieving this ultimate goal. **What do you dislike about Ada?** The packages are not very transparent. You sign for a certain package with features/ functions. But after a certain feature has been upgraded from the basic form to a form that actually benefits your bot, it occurred multiple times that it became a new package you were required to purchase. **Recommendations to others considering Ada:** Do you use any big CRM or ticket system, Ada got you covered. Within 2 weeks your bot will answer the majority on its own. Build an ACX (automated customer experience) team to upgrade your bot weekly and you will see quick ROI on operations, but also on your agent's happiness to get involved in the process. **What problems is Ada solving and how is that benefiting you?** With Ada we want to improve for the customer: -Waiting time -Support in their own language -Proactive determining their problem/question -Be available 24/7 -Reduce total handling time For the business, we want to improve with Ada: -Customer satisfaction -Get insights into product problems -Use for marketing purposes ### 22. Our users get help faster! **Rating:** 4.5/5.0 stars **Reviewed by:** Kaarina M. | Community Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Ada is very intuitive to use, both in terms of creating new answers are training answers. The tag structure is really great: being able to see all the tags in use on the settings page makes it easy to tag consistently and not have multiple tags floating around for the same issue. **What do you dislike about Ada?** I would like to see the tags used more effectively, especially in generating reports. It would be helpful to pull a report for all answers tagged "feedback." I'd also prefer if the conversations page was easier to navigate. When I filter for a particular answer for a particular time period (say Nov. 2020 to Dec. 2020), I still have to scroll through all the conversations that used that answer in January and February 2021. I also wish I could see which conversations got a thumbs up or a thumbs down in the sidebar, the way I can see the customer rating out of 5, so I can more easily locate the conversations where users are giving the answer a negative review. **What problems is Ada solving and how is that benefiting you?** We are using Ada to connect users to our existing Help Center articles so they can help themselves before escalating to us. We are also using it to reduce tickets we received for outages or issues we are in the process of fixing. I found the not understood questions useful for seeing what users want to know and what we are failing to explain to them. ### 23. Ada is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Megan M. | Online Engagement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Ada is awesome for self-service and building out an awesome automated flow. It was very easy to use, their support is stellar, and they offer an ACX academy that helps you learn nifty ways to utilize the chatbot. Also really like utilizing their proactive intros, which make it a fun way to poke users on various pages of our website to get support - Perhaps using a fun phrase or an emoji to get them interested in chatting with our support team or just interacting with the bot directly for self-service without speaking to support. Lots of reasons to love Ada and different ways for us to improve the user experience!! **What do you dislike about Ada?** CSAT isn't as easy to collect as we'd like - It would be nice to have a consistent thumbs up/down button, and not tie CSAT to specific flows. It would also be nice for us to be able to A/B test certain flows, especially since different types of automation can change the way our agents and customers interact with the Freshly service. Being able to make changes swiftly on a flow level (as opposed to editing individual flows ourselves) would be really cool. **Recommendations to others considering Ada:** I would look at testing out various chatbots - Ensuring that Ada matches what your company goals are (are you looking for an FAQ bot, one with NLU, etc.) **What problems is Ada solving and how is that benefiting you?** Self-service for customers - Providing info via FAQs, ability to sign up for various services, as well as some automated API functions for managing their weekly Freshly orders. **Official Response from Elan Keshen:** > Hi Megan, Thanks for the kind words! CSAT measurement is something we deeply care about and appreciate your feedback on how to make it better. A/B testing is top of mind for us too, we are looking into it as a 2021 initiative. ### 24. Pretty easy to build and maintain, great support **Rating:** 4.0/5.0 stars **Reviewed by:** Talya H. | Director of Product | Product Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** The Ada team was very hands on to get us going within 30 days. It did require a lot of investment and commitment from us, but the process went pretty smoothly and overall it was worth it. I love how open they are to questions and feedback; when we come across a situation we're not sure how to solve, our account manager gives us detailed answers, sometimes with a video of how to set it up. They aren't shy about checking things internally with their data scientists when necessary or setting up special reports and we've always felt like they're there for us. **What do you dislike about Ada?** I was surprised by the amount of work it took from our side to set up the bot. Obviously the customer has to be committed but it took more effort than I initially thought it would. The part the account manager/specialist does at first is really more of building a very fancy FAQ bot, while training you on how to do it. If you'd like the bot to be more conversational or to fill a different role than your FAQs, you would have to invest the time. The results are amazing - our bot has incredibly high recognition and containment rates, but it took a tremendous amount of work that at least I didn't expect. **What problems is Ada solving and how is that benefiting you?** We analyzed our support channels and saw that a huge part of our call center inquiries are targeted around product inquiries so we wanted to create another channel that explains that and that can answer general questions, by customers and prospects. The bot turned out to be a great avenue for that, especially since it's easier to convey the brand identity through it more than the FAQs for example. Second, we saw a lot of our customers has issues with login; the bot gave us tools to troubleshoot with them issue by issue with minimum frustration. ### 25. ADA for CS Support Self Serve!! **Rating:** 4.5/5.0 stars **Reviewed by:** Anthony I. | Technical Support Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** ADA is a powerful tool for customer success teams, and has been proven in reducing the number of client support requests we receive. It's almost like having another full time support agent on our team. Continuing to train ADA has been vital for us, and we are able to make improvements based on real inbound requests from our users. This allows us to make informed decisions, eventually training ADA to be as powerful as one of our full time agents. **What do you dislike about Ada?** The ADA Admin user interface can be a little bit challenging for some, but making use of the ADA Academy is a great way for staff to get up to speed on the configurability of the ADA bot. **Recommendations to others considering Ada:** After evaluating other solutions on the market and for a while using ZenDesk's answebot, it was clear ADA would be the next step for our business. It's a solution that keeps on revolving, allowing us to tailor responses for our needs. As our product continues to change, ADA remains agile in supporting our clients. Unlike answebot, ADA is the tool that keeps on getting better. The more you put into it the more you'll get out of it. **What problems is Ada solving and how is that benefiting you?** Offering 24/7 human support was one of our biggest challenges before ADA. Having a Help Center was great, but it did not offer the real time scenario based self serve we were looking for. With ADA we are able to train the bot for almost every frontline situation. From booking a sales demo, to resetting a password, walking through troubleshooting steps and beyond! ADA lets us focus on the real problems by handeling almost all of the level one requests that come in. **Official Response from Elan Keshen:** > Thanks for the review and feedback, Anthony. Our design team is working hard to make it even simpler to navigate the growing functionality in the dashboard. ### 26. ChatBot Manager Review **Rating:** 4.5/5.0 stars **Reviewed by:** Lindy C. | Bot Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2021 **What do you like best about Ada?** Integration features, adding API to the chatbot, building blocks are handy to build the chatbot like the best customer support we have. **What do you dislike about Ada?** Limitations on extracting raw data for reports and filtering the data with variables will help too. **What problems is Ada solving and how is that benefiting you?** Helping chatters or customers with their inquiries. ADA has a lot of features that are useful and relevant in resolving or helping out chatters. ### 27. AI Chat bot **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** October 18, 2021 **What do you like best about Ada?** The implementation team is hands on and we had a lot of great support getting started with Ada **What do you dislike about Ada?** It takes a while to see positive results **What problems is Ada solving and how is that benefiting you?** Aiming to reduce the amount of cases our team needs to intervene on and hoping to help serve customers while our team is off hours or out of office ### 28. Easy platform to use! Deep integration capabilities with the right resources available. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Drag and drop capabilities. Easy to use configurations. **What do you dislike about Ada?** Need more flexiblity without requiring Ada dev teams. Sometimes I find I have to wait a long time to enable an experience. **Recommendations to others considering Ada:** Learn what problem you are going to solve!! **What problems is Ada solving and how is that benefiting you?** Sales drop off, churn in call centre. ### 29. Helpful platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Ada?** Ada helps contain a large quantity of our customer support teams tickets. **What do you dislike about Ada?** I cannot think of anything that I dislike **What problems is Ada solving and how is that benefiting you?** Our team is saving time on questions that the bot can easily address ### 30. and & all use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sports | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Essentially does the job of many task. and always very very consistent. Very reliable. **What do you dislike about Ada?** time consuming to set up, but can understand why **Recommendations to others considering Ada:** nothing compares if you want something reliable and consistent **What problems is Ada solving and how is that benefiting you?** consistent answers.. can always depend on it ### 31. Ada's flexible system is the swiss army tool of chatbots **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Getting really into the options to create a great chatbot flow. **What do you dislike about Ada?** The search facility can require some getting used to requiring trial and error. **What problems is Ada solving and how is that benefiting you?** Deflection of customers by presenting them with relevant guides during the ticket submission process. ### 32. ADA Chatbot review for The Boston Globe **Rating:** 5.0/5.0 stars **Reviewed by:** Eric W. | System Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about Ada?** 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. **What do you dislike about Ada?** There are many add on functions that don't come with the standard package. I wish that authentication came standard. **Recommendations to others considering Ada:** When considering ADA, ask about the additional features and the cost associated with them. There is so much the bot can do but there will be additional cost associated with that. **What problems is Ada solving and how is that benefiting you?** ADA has allowed us to provide 24/7, reliable service to our subscribers. It provides an place where subscribers can self service at their own pace, on their own time. We have seen a lower call rate, which translates into reduced costs. ### 33. I love ADA **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** I loved the ability to automate around CS inquiries. **What do you dislike about Ada?** I disliked how nascent the technology was and it posed some issues with organization. **What problems is Ada solving and how is that benefiting you?** We we're minimizing inbound inquiries and it made our ticket volumes decrease. ### 34. Ada is the best addition to our support suite! **Rating:** 5.0/5.0 stars **Reviewed by:** Nate C. | Director Of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2020 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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. **Recommendations to others considering Ada:** If you are looking for a chatbot assistant to serve your customer's needs while allowing your support staff to focus on higher priority interactions with your customers, look no further. **What problems is Ada solving and how is that benefiting you?** We've been able to identify many issues with our products which have enabled us to quickly release fixes and updates, allowing us to save customers from discontinuing our services. ### 35. pretty good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in International Trade and Development | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** ease really can build and send live quickly **What do you dislike about Ada?** some things are difficult due to block limitations **What problems is Ada solving and how is that benefiting you?** cs support routing. routing is pretty successful ### 36. Easy deployment, simple to manage and improve, great ongoing service. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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. **Recommendations to others considering Ada:** Recommend any company using a BOT to have someone dedicated (or near-dedicated) to analyzing/managing/updating it. There is continuous work to keep it current - a bot is not something you can build and just forget. Also it is helpful if you have resources who can help with APIs to connect your bot with your existing CRM systems - helpful if you want to use it to create tickets etc as needed. **What problems is Ada solving and how is that benefiting you?** Helping customers address issues they are experiencing without a need to engage with our phone/email/chat agents. Helping deliver clear information about an issue when a customer does need to engage with our agents. Helping manage our capacity by directing customers to email or live chat based on coverage at any moment. ### 37. Simple UI and Ease of Use of Product- Perfect Chatbot for Business users **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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) **Recommendations to others considering Ada:** If you are looking at a simple solution that is out of the box when you are working with Zendesk, then ADA is a good option. If you are a power user of chatbots and are looking for heavy lift then I would not recommend ADA **What problems is Ada solving and how is that benefiting you?** During 2020 we just started with ADA and we were able to deflect some questions and the pandemic started because of which we had to roll back a bit. In 2021 as we get back we are hoping we can deflect a lot of questions and increase our self serve capabilities. ### 38. Ada helps us make workflows more efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2021 **What do you like best about Ada?** conditional logic for custom workflows, this allows us to make custom intake forms, provide custom troubleshooting ect. **What do you dislike about Ada?** managing answers is very difficult, exporting, sorting, searching, updating, reviewing, tracing conditional logic, seeing how things connect, tracking down answer pathways, ect. - **What problems is Ada solving and how is that benefiting you?** Scaling support and making some workflows more efficient, reducing time an agent needs to spend back and forth with a user by getting more info upfront. ### 39. Ada has provided amazing ROI for our business while never impacting customer satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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. **What problems is Ada solving and how is that benefiting you?** We're able to solve basic customer issues quickly and improving upon our goal of providing as many self help options as possible. With Ada, we've been able to deflect 54% of our conversations that come through email and chat, with an average of 5000-6000 conversations a month, resulting in less staffing needed internally to scale up when things get busy. ### 40. Using Ada is easy and efficient. **Rating:** 5.0/5.0 stars **Reviewed by:** Sheena K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2020 **What do you like best about Ada?** 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. **What do you dislike about Ada?** 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" **Recommendations to others considering Ada:** If you are considering using Ada, ask yourself: What problem would be solved with the speed offered by Ada and how can I leverage the information we already have? **What problems is Ada solving and how is that benefiting you?** Connecting and communicating with customers immediately - proactively or otherwise. For example: 1. We are using proactive intros to solve for onboarding issues 2. We are using list formats to reduce customer effort 3. We are using scheduling to reroute customers when the support team has recurring meetings or it is a recurring holiday. ### 41. Wonderful Chat Bot **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2021 **What do you like best about Ada?** Very easy to set up and use. When properly integrated, it saves a lot of money on automating consumer interaction. **What do you dislike about Ada?** Takes a little time to understand and get integrated. **What problems is Ada solving and how is that benefiting you?** We have saved a lot of money with less ### 42. Great way to scale your business! **Rating:** 4.5/5.0 stars **Reviewed by:** Oswaldo R. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Since our first meeting the ADA team was completely onboard, our Sales Rep was amazing, always providing all the info at the right moment, and the transition to our KAM and the Engineers was clean and amazing too! **What do you dislike about Ada?** Not much! Even on USA holidays, we can always count on someone! **What problems is Ada solving and how is that benefiting you?** We have a massive amount of chats coming through every month and all of them require very simple things, so ADA is taking things to the next level, combining APIs with ADA we can answer a lot of the sales reps inquires ### 43. LOVED by our IT, Customer Experience, Marketing teams and most importantly our customers **Rating:** 5.0/5.0 stars **Reviewed by:** George A. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2020 **What do you like best about Ada?** It's so SIMPLE to setup, manage, test, update, go-to-market. And Ada truly has a partnership mindset and approach. Overall great product and incredible team. **What do you dislike about Ada?** I don't dislike the existing features as they're also very open to feedback on roadmap items however I do wish their AI chatbot would integrate and front our Call Centres. I'd rate them 11/10 at that point. **Recommendations to others considering Ada:** What are you waiting for? **What problems is Ada solving and how is that benefiting you?** We were finally able to launch a scalable, friendly, conversational and automation-first 24/7 customer service that's aligned with our brand and customer-centric values. Our go-to-market took less than 60 days to launch flows and interactions that cover the E2E customer journey all while driving 72% containment rates (meaning our AI bot handled the customer request without escalating to our eCare agents). All this before we integrated with SalesForce so can't wait for what's to come! ### 44. Convenient and intuitive chatbot solution **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Ada?** Creating new answer titles, adding training questions and settings are pretty intuitive and convenient **What do you dislike about Ada?** It is not as customizable/ flexible compared to other solutions **What problems is Ada solving and how is that benefiting you?** Reduce the need for live agents ### 45. Easy multi featured chat bot **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Easy to integrate. Intelligent chat bot. **What do you dislike about Ada?** Limitations on message organization and UI modifications **What problems is Ada solving and how is that benefiting you?** Customer support! Customers can now speak to us at ease and contact us to have their questions resolved ### 46. Fantastic Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Ada?** Ease of use. Anyone can create and manage content on this bot. **What do you dislike about Ada?** The dashboard could use some additional features but I'm sure those will be released soon! **What problems is Ada solving and how is that benefiting you?** Internal Bot support ### 47. Full featured chat bot solution coupled with robust support resources **Rating:** 4.5/5.0 stars **Reviewed by:** Neil G. | Director, Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Works well, very configurable, supports major integrations. Support team is very hands on and accessible during and after onboarding . **What do you dislike about Ada?** Missing some features/capability on the reporting side. Integrations aren't included in base pricing and are quite expensive. **Recommendations to others considering Ada:** Make sure to understand what a "chatbot" like Ada can and can't do. It is only as effective as the resources, content and workflows you add into it. **What problems is Ada solving and how is that benefiting you?** Technical Support triaging and lead capture. Works well to deflect low-tier tech support requests away from live agents. **Official Response from Elan Keshen:** > Thanks for the review Neil, I would love to hear what reports you and the team are looking for. Improving our reporting and insights engine is a key product goal in the short term. ### 48. Great Chat Bot application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** The analytics/reporting tool makes it easy to add more answers and upgrade our Chat Bot application, and the Questions tab makes it easy for us to train our bot by providing an overview of all the questions the bot is lacking. Not to mention the great support from the ADA team. **What do you dislike about Ada?** There is always room for improvement, the reports should include more detailed data and the bot should include more languages. **Recommendations to others considering Ada:** Although it's not the cheapest tool in the market, nothing beats the amount of tools and features **What problems is Ada solving and how is that benefiting you?** With Ada we are providing a better and quicker problem resolution process for our customers. We've manage to increase drastically our containment rate and reduce our customer service costs. ### 49. Ada helps you scale and your customers get their answers faster **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Ada?** Ada's interface is easy to use and allows content creators - even with minimal technological backgrounds - to make updates, changes and new content quickly. **What do you dislike about Ada?** Ada does not fully integrate with our current chat tool. Its core functions are able to connect seamlessly and have added great value but certain routing features require more investigation or work to get them live. **Recommendations to others considering Ada:** Focus on the problem you are trying to solve and optimize early AND often. If possible, create a Chat Bot Team that is dedicated to optimizing it - don't add it to someone else's plate as an additional responsibility. **What problems is Ada solving and how is that benefiting you?** Ada has allowed our customers to get answers faster and also saves our team's time for matters that require actual human intervention. Headcount cannot always - and should not - always increase as your business grows. A solution like Ada allows us to build workflows that help our customers learn and solve their problems even when we aren't online! It's a 24/7 support solution that can route to live chat if necessary - everybody wins! ### 50. ADA Review **Rating:** 4.5/5.0 stars **Reviewed by:** Jean-François T. | Helpdesk Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2021 **What do you like best about Ada?** I like the Ada staff the best, they are very helpful and open to suggestions. **What do you dislike about Ada?** Buggy variable system: if not being careful when deleting content variables can become bugged and a lot more content can become inaccessible again and has to be created again. Ada says they are aware of it, but no solution to it yet. **Recommendations to others considering Ada:** Ada has a wonderful staff and community. They are always very helpful. **What problems is Ada solving and how is that benefiting you?** Answering common helpdesk questions ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+10%3A41%3A07+-0500&secure%5Bsession_id%5D=c4843592-f890-4da4-9ace-d7a73dca1640&secure%5Btoken%5D=ea1a0742a9fa862db0b0ae304d9c90eacc28e75772b78e1e78fc8f274dee8ef6&format=llm_user) ## Ada Integrations - [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) - [Amadeus](https://www.g2.com/products/amadeus/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) - [Guru](https://www.g2.com/products/guru/reviews) - [Helpjuice](https://www.g2.com/products/helpjuice/reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) - [Microsoft Dynamics 365 Customer Voice](https://www.g2.com/products/microsoft-microsoft-dynamics-365-customer-voice/reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - [Paligo](https://www.g2.com/products/paligo/reviews) - [SabreSonic Res](https://www.g2.com/products/sabresonic-res/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [ServiceNow AI Agents](https://www.g2.com/products/servicenow-ai-agents/reviews) - [ServiceNow Cloud Management](https://www.g2.com/products/servicenow-cloud-management/reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/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 **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 - 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** - 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 (3,722 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,650 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,203 reviews)