Ada Customer Reviews 2024 | SoftwareReviews

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Ada

Composite Score

7.7 /10

CX Score

7.8 /10

36 Reviews Write a Review

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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1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

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.

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

Scheduled Availability

Application Programming Interface

Workflow Processing

Personalized Service

Multi-channel

Leads Generation

Learning and Adaptability

Translation

Natural Language Processing

Knowledgebase

Vendor Capability Ratings

Average 80

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

Also Featured in...

Conversational AI

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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

Anthony I.

Role: Operations
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Great tool for self serve support!!

Likeliness to Recommend

9 /10

What differentiates Ada from other similar products?

Ada's chat solution is completely configurable, allowing for you to curate each customer interaction from the ground up. Our support team has seen the immediate benefit to using Ada with most level one inquiries being tackled by the bot without the need of support.

What is your favorite aspect of this product?

My favourite aspect of Ada, is not the product at all but the success team. Ada has done a phenomenal job of guiding us through the platform and really driving results. Our support KPI's are in much better shape since using Ada, and the ease of use to the platform makes it easy for us to scale quickly.

What do you dislike most about this product?

Some of the building answers can be a challenge to navigate when becoming very long. Although Ada does a great job of breaking things down for us, to ensure our team stays on track. Through sorting variables, and ensuring our setup is clean.

What recommendations would you give to someone considering this product?

I'd highly recommend looking at the cost last, but identifying how much each support interaction is worth to you, and how much an agents time is worth. Self Serve will always out weigh an agents time, and will lead to more successful and happier customer support interactions.

Pros

Enables Productivity
Continually Improving Product
Performance Enhancing
Trustworthy

Nathalia A.

Role: Industry Specific Role
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2021

Easy construction of flows and good relationship!

Likeliness to Recommend

9 /10

What differentiates Ada from other similar products?

easy construction of flows and good relationship with support.

What is your favorite aspect of this product?

easiness in the construction and maintenance of the answers.

What do you dislike most about this product?

not having a general visual flowchart of the entire bot.

What recommendations would you give to someone considering this product?

is a simple and easy to use tool, even for beginners. it is very didactic and has a tool to facilitate the construction and improvements of the bot.

Pros

Reliable
Performance Enhancing
Trustworthy
Unique Features

George A.

Role: C-Level
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Incredible product backed by a fantastic ACX team.

Likeliness to Recommend

10 /10

What differentiates Ada from other similar products?

Low to minimal code, truly CX-focused, digital omni-channel integrations, speed-to-market, and their ACX team.

What is your favorite aspect of this product?

Ease of use and personalization capabilities.

What do you dislike most about this product?

Lack of voice integration.

What recommendations would you give to someone considering this product?

Would highly recommend.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Latest Research

Ada

What is Ada?

Company Details

Need Assistance?

Awards & Recognition

2021 Data Quadrant Gold Medalist

Ada Ratings

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

+81 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

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.

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.

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.

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.

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.

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

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.

Translation Supports automatic translate to multiple languages.

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

Also Featured in...

Conversational AI

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

Anthony I.

Great tool for self serve support!!

Likeliness to Recommend

Pros

Nathalia A.

Easy construction of flows and good relationship!

Likeliness to Recommend

Pros

George A.

Incredible product backed by a fantastic ACX team.

Likeliness to Recommend

Pros

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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

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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