Ada Customer Reviews 2024 | SoftwareReviews

Ada

7.4 /10

What is Ada?

Ada is an AI customer service automation platform on a mission to make customer service extraordinary for everyone. Ada envisions a world where every customer interaction is resolved by AI, and makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages — with the least amount of effort. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, YETI, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx.

Company Details

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Awards & Recognition

Ada won the following awards in the Chatbots category

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2 Top Rated Capabilities

3 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

2021 Data Quadrant Gold Medalist

2021

Ada Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Ada.

86 Likeliness to Recommend

1
Since last award

93 Plan to Renew

7
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Ada?

3% Negative

3% Neutral

94% Positive

Pros

Helps Innovate
Continually Improving Product
Caring
Respectful

Feature Ratings

Average 79

Scheduled Availability

Integration With CRM

Workflow Processing

Application Programming Interface

Leads Generation

Learning and Adaptability

Multi-channel

Personalized Service

Knowledgebase

Voice or Text Input

Natural Language Processing

Vendor Capability Ratings

Average 79

Vendor Support

Usability and Intuitiveness

Ease of Implementation

Business Value Created

Quality of Features

Availability and Quality of Training

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ada Screenshots

Ada Downloads

Ada's Digital Brochure

Guide to interviewing AI Agents

The generative AI toolkit for customer service leaders

Conversational AI: Build vs Buy

Ada Videos

Ada Reviews

Filipe C.

Role: Information Technology
Industry: Electronics
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jun 2024

Great tool

Likeliness to Recommend

10 /10

What differentiates Ada from other similar products?

Slick UI, intuitive system and good instructions

What is your favorite aspect of this product?

Translation

What do you dislike most about this product?

Price and availability

What recommendations would you give to someone considering this product?

To receive the accreditation and training

Pros

Performance Enhancing
Friendly Negotiation
Continually Improving Product
Reliable

Eric W.

Role: Operations
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2024

Provide better CX with an easy to use UI

Likeliness to Recommend

9 /10

What differentiates Ada from other similar products?

ADAs UI allows for non-technical users to create content and manage the system with ease. The intuitive back end makes for fast updates and flexibility of content. There are multiple use cases, including proactive campaigns, call, chat and email deflection and 24 hour support through self-service. The Customer relationship team is attentive, informative and professional.

What is your favorite aspect of this product?

My favorite aspect is the easy to use back end. The ability to create and deploy content quickly is critical. Cross-training time is also reduced as the learning curve is much lower than some other products the require a technical background.

What do you dislike most about this product?

Support is sometimes slow for requests as they need to be road mapped. Often times new features take precedence over fixing existing functionality.

What recommendations would you give to someone considering this product?

The biggest recommendation that I have is to involve your entire organization in the on-boarding process. This way they all have a stake in the product and have buy-it to the use. Also ensure that ADA can be deployed on high visibility/traffic pages.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ezra M.

Role: Consultant
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Fantastic Product!

Likeliness to Recommend

9 /10

What differentiates Ada from other similar products?

Easy and Efficient Workflow Processing

What is your favorite aspect of this product?

Integration With CRM is great Ease of implementation and deployment

What do you dislike most about this product?

The drag and drop sometimes can be messy.

What recommendations would you give to someone considering this product?

Ada is an amazing conversational platform that will enable effective interaction among colleagues and clients. It is also a great marketing tool.

Pros

Helps Innovate
Reliable
Enables Productivity
Inspires Innovation

Ada

What is Ada?

Company Details

Need Assistance?

Awards & Recognition

2021 Data Quadrant Gold Medalist

Ada Ratings

86 Likeliness to Recommend

1 Since last award

93 Plan to Renew

7 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 Net Emotional Footprint

How much do users love Ada?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ada Screenshots

Overview

Onboard

Onboard

Measure

Coach

Scale

Ada Downloads

Ada's Digital Brochure

Guide to interviewing AI Agents

The generative AI toolkit for customer service leaders

Conversational AI: Build vs Buy

Ada Videos

Ada’s Reasoning Engine: The brain of your AI Agent

Spring Product Launch 2024: The era of the AI Agent for customer service

Wealthsimple innovates in customer service with Ada’s AI Agent

ClickUp elevates their CX experience with Ada's AI Agent

Ada’s Reasoning Engine: The brain of your AI Agent

Ada Reviews

Filipe C.

Great tool

Likeliness to Recommend

Pros

Eric W.

Provide better CX with an easy to use UI

Likeliness to Recommend

Pros

Ezra M.

Fantastic Product!

Likeliness to Recommend

Pros

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Feature Ratings

Scheduled Availability

Integration With CRM

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Application Programming Interface

Leads Generation

Learning and Adaptability

Multi-channel

Personalized Service

Knowledgebase

Voice or Text Input

Natural Language Processing

Vendor Capability Ratings

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Ease of Implementation

Business Value Created

Quality of Features

Availability and Quality of Training

Ease of Customization

Ease of IT Administration

Ease of Data Integration

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