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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Helps Innovate
- Respectful
- Efficient Service
- Caring
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Integration With CRM
Scheduled Availability
Application Programming Interface
Workflow Processing
Personalized Service
Multi-channel
Leads Generation
Learning and Adaptability
Translation
Natural Language Processing
Knowledgebase
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Usability and Intuitiveness
Business Value Created
Vendor Support
Availability and Quality of Training
Product Strategy and Rate of Improvement
Ease of IT Administration
Ease of Customization
Breadth of Features
Ease of Data Integration
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Ada Reviews
Marcelo ".
- Role: Operations
- Industry: Finance
- Involvement: IT Leader or Manager
Submitted Apr 2021
Very easy to use and awesome support!
Likeliness to Recommend
What differentiates Ada from other similar products?
I'd say that the main difference is the very intuitive and easy to use interface.
What is your favorite aspect of this product?
The level of adaptability of the features. We were able to develop creative solutions by using features in a slightly different way, considering the most common use.
What do you dislike most about this product?
The only thing it lacks is a separation between homologation and production, so we could test before launching. You can definitely make do without it, though.
What recommendations would you give to someone considering this product?
Be open minded! You might be able to use Ada for much more than you planned. There's a lot of value to be gained!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Jean-François T.
- Role: Operations
- Industry: Communications
- Involvement: IT Leader or Manager
Submitted Apr 2021
Easy to use, great support
Likeliness to Recommend
What differentiates Ada from other similar products?
ACX Community forums and ACX Academy for training are great tools to learn how to use the Ada platform.
What is your favorite aspect of this product?
The ACX community was my favorite aspect. People are from various companies and all share how they use the the bot in their own way and help eachother out. The Ada staff also participate continuously and are a great help.
What do you dislike most about this product?
The AI portion seems a bit basic. Often just a typo in a keyword would throw the bot off.
What recommendations would you give to someone considering this product?
I do not know how much Ada's plans cost as I was not responsible of purchasing the products, however if you're looking for a bot to support your needs, with a staff that will take into consideration your ideas and input and continuously add new features based on that go with Ada.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Bas L.
- Role: Consultant
- Industry: Finance
- Involvement: IT Leader or Manager
Submitted Apr 2021
Guaranteed ROI
Likeliness to Recommend
What differentiates Ada from other similar products?
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.
What is your favorite aspect of this product?
Great support from Ada support. From account managers to product managers. They all have the same vision to create a better product and get the most out of it. This results in continuous improvements
What do you dislike most about this product?
The packages are not always 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.
What recommendations would you give to someone considering this product?
Do you use any big CRM or ticket system? Then Ada is the correct choice. Within 2 weeks your bot will answer the majority of the standard questions 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.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
