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

Shrinivas K.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Machine Interaction

Likeliness to Recommend

8 /10

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

Validated Review

Verified Reviewer

Submitted Jun 2021

Saving customer's time

Likeliness to Recommend

9 /10

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

Validated Review

Verified Reviewer

Submitted May 2021

Great product with growing pains

Likeliness to Recommend

7 /10

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

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

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Ada Reviews

Shrinivas K.

Machine Interaction

Likeliness to Recommend

Pros

Kirithikaa S.

Saving customer's time

Likeliness to Recommend

Pros

Diego S.

Great product with growing pains

Likeliness to Recommend

Pros

Cons

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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

Translation

Natural Language Processing

Knowledgebase

Vendor Capability Ratings

Ease of Implementation

Quality of Features

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Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

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Ease of Customization

Breadth of Features

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