Ada Logo
Ada Logo
Ada

Ada

Composite Score
7.7 /10
CX Score
7.8 /10
Category
Ada
7.7 /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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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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

1
Since last award

95 Plan to Renew

2
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+81 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?

2% Negative
6% Neutral
92% Positive

Pros

  • Helps Innovate
  • Respectful
  • Efficient Service
  • Caring

Feature Ratings

Average 79

Integration With CRM

86

Scheduled Availability

83

Application Programming Interface

82

Workflow Processing

81

Personalized Service

80

Multi-channel

79

Leads Generation

79

Learning and Adaptability

79

Translation

77

Natural Language Processing

76

Knowledgebase

76

Vendor Capability Ratings

Average 80

Ease of Implementation

85

Quality of Features

85

Usability and Intuitiveness

82

Business Value Created

82

Vendor Support

81

Availability and Quality of Training

81

Product Strategy and Rate of Improvement

80

Ease of IT Administration

79

Ease of Customization

79

Breadth of Features

77

Ease of Data Integration

75

Ada Reviews

Megan M.

  • Role: Information Technology
  • Industry: Food and Beverage
  • Involvement: Initial Implementation
Validated Review
Verified Reviewer

Submitted Oct 2024

Relatively easy to use, very pricey

Likeliness to Recommend

8 /10

What differentiates Ada from other similar products?

Ada is the cream of the crop in terms of market share.

What is your favorite aspect of this product?

It was relatively easy to customize workflows

What do you dislike most about this product?

Product support after implementation was minimal

What recommendations would you give to someone considering this product?

Have someone dedicated in your org to run point on this tool

Pros

  • Respectful
  • Efficient Service
  • Helps Innovate
  • Reliable

Cons

  • Charges for Enhancements
  • Slower Product Innovation
  • Vendor Friendly Policies

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

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