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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Overview
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Onboard
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Ada Reviews
Shrinivas K.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jul 2021
Machine Interaction
Likeliness to Recommend
What differentiates Ada from other similar products?
Ada has enabled a way for organizations to reduce workload on customer support teams by using Ada to create virtual robots which can interact and help their customer
What is your favorite aspect of this product?
Once the FAQs and knowledge base is determined Ada uses smart algorithms and starts to generate automatic responses based on the available data
What do you dislike most about this product?
At times Ada starts giving out generic responses for few queries and there is not much flexibility to override these responses
What recommendations would you give to someone considering this product?
A must have tool the reduce the burden on the support staff and also reduce the item taken for the customers to get responses for their queries
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Unique Features
Kirithikaa S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jun 2021
Saving customer's time
Likeliness to Recommend
What differentiates Ada from other similar products?
Ada helps in the responding promptly for known queries from customers and help them reach out to the corresponding documentation or help them out with the task
What is your favorite aspect of this product?
It analyses thee query of the customer and responds automatically instead of searching for specific keywords
What do you dislike most about this product?
the customer side of response options are limited unless a support personnel is looped in
What recommendations would you give to someone considering this product?
Helps in saving time of customers fro simple questions and also helps reduce load on the support staff
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Diego S.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted May 2021
Great product with growing pains
Likeliness to Recommend
What differentiates Ada from other similar products?
Integrations. We ended up going with Ada, because it had a clean integration with Zendesk Chat.
What is your favorite aspect of this product?
Support. The team at Ada has been integral to our success and implementation.
What do you dislike most about this product?
Customization. It's one of the ugliest bots on the marketplace.
What recommendations would you give to someone considering this product?
Consider your options and understand that whatever product you end up choosing, the more complex, the more likely certain aspects of the product will fail. Vendors might not align with your needs as a consumer.
Pros
- Trustworthy
- Respectful
- Helps Innovate
- Reliable
Cons
- Vendor Friendly Policies
- Vendor's Interest First
- Under Delivered
