Ada Customer Reviews 2024 | SoftwareReviews

Ada

7.1 /10

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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.

83 Likeliness to Recommend

3
Since last award

94 Plan to Renew

1
Since last award

77 Satisfaction of Cost Relative to Value

4
Since last award

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Emotional Footprint Overview

+76 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?

3% Negative

8% Neutral

89% Positive

Pros

Helps Innovate
Respectful
Efficient Service
Caring

Cons

Under Delivered

Feature Ratings

Average 77

Integration With CRM

Scheduled Availability

Application Programming Interface

Workflow Processing

Multi-channel

Learning and Adaptability

Personalized Service

Leads Generation

Knowledgebase

Natural Language Processing

Translation

Vendor Capability Ratings

Average 77

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

Breadth of Features

Ease of Customization

Ease of Data Integration

Also Featured in...

Conversational AI

Score 7.8

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

Piyush M.

Role: Sales Marketing
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Fantastic product

Likeliness to Recommend

7 /10

What differentiates Ada from other similar products?

Innovation

What is your favorite aspect of this product?

Unique feature

What do you dislike most about this product?

Not applicable

What recommendations would you give to someone considering this product?

More features

Pros

Effective Service
Inspires Innovation
Saves Time
Respectful

Vishal S.

Role: Information Technology
Industry: Education
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

easy to integrate with existing system

Likeliness to Recommend

8 /10

What differentiates Ada from other similar products?

Ada's plaform for No-Code Interface allow non-technical teams to manage the service.

What is your favorite aspect of this product?

Ada provide highly personalized customer interaction which enhances the customer experience. . Also, it integrates with our CRM system, helpdesk software which provide more streamline workflow.

What do you dislike most about this product?

Ada offers a well packed customer service solution but the cost is bit high compared to other alternatives.

What recommendations would you give to someone considering this product?

i highly recommend this product who wants to begin with basic automation tasks and analytics tools to track performance metrics. Ada service is easy to start and integrate with your existing system.

Pros

Performance Enhancing
Unique Features
Enables Productivity
Saves Time

Cons

Under Delivered
Vendor's Interest First
Charges for Enhancements

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

Ada

What is Ada?

Company Details

Need Assistance?

Awards & Recognition

2021 Data Quadrant Gold Medalist

Ada Ratings

83 Likeliness to Recommend

3 Since last award

94 Plan to Renew

1 Since last award

77 Satisfaction of Cost Relative to Value

4 Since last award

Emotional Footprint Overview

+76 Net Emotional Footprint

How much do users love Ada?

Pros

Cons

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.

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

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.

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.

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.

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

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.

Translation Supports automatic translate to multiple languages.

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.

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 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.

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

Piyush M.

Fantastic product

Likeliness to Recommend

Pros

Vishal S.

easy to integrate with existing system

Likeliness to Recommend

Pros

Cons

Megan M.

Relatively easy to use, very pricey

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Integration With CRM

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Multi-channel

Learning and Adaptability

Personalized Service

Leads Generation

Knowledgebase

Natural Language Processing

Translation

Vendor Capability Ratings

Ease of Implementation

Quality of Features

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Business Value Created

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Availability and Quality of Training

Product Strategy and Rate of Improvement

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