Ada Customer Reviews 2024 | SoftwareReviews

Ada

Composite Score

7.7 /10

CX Score

7.8 /10

36 Reviews Write a Review

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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

Score 7.9

View Ada in this category (opens in a new tab)

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

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

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

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

Ada Reviews

Megan M.

Relatively easy to use, very pricey

Likeliness to Recommend

Pros

Cons

Filipe C.

Great tool

Likeliness to Recommend

Pros

Eric W.

Provide better CX with an easy to use UI

Likeliness to Recommend

Pros

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Feature Ratings

Integration With CRM

Scheduled Availability

Application Programming Interface

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Personalized Service

Multi-channel

Leads Generation

Learning and Adaptability

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Natural Language Processing

Knowledgebase

Vendor Capability Ratings

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Quality of Features

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Availability and Quality of Training

Product Strategy and Rate of Improvement

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Ease of Customization

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