Ada Reviews & Product Details

What I like most about Ada is how much we’ve accomplished together through our partnership. Their platform is powerful, reliable, and easy to use, and the collaboration with their team has been excellent. Their team is super reactive, when we needed help or anything we wanted to achieve. They’ve helped us scale automation efficiently, improve our customer experience, and continuously find ways to optimize processes. The product evolves quickly, and their support makes a real difference. Review collected by and hosted on G2.com.

While Ada’s platform is powerful and user-friendly, it can feel a bit limited when it comes to building more dynamic workflows or adapting the conversation logic automatically based on user intent. The setup process for flows sometimes requires more manual work and testing than expected, especially when compared to platforms that offer stronger built-in discovery features or self-optimizing flows.

I’d love to see more automation in how the system learns from customer interactions and streamlines conversation building over time , this would make scaling and optimizing use cases even easier. Review collected by and hosted on G2.com.

What I like best about Ada is the way it provides coaching and actionable insights directly from customer conversations. It breaks down high-volume interactions into manageable segments, making it easier to identify patterns and areas for improvement. This helps our team continuously refine our support strategy and deliver better experiences. Every Solutions Consultant we've worked with has been fantastic and have been pivotal for our success. Review collected by and hosted on G2.com.

The process for deleting conversations in response to Data Privacy Requests feels cumbersome. Review collected by and hosted on G2.com.

The support we receive from Ada truly stands out compared to other tools we use for customer experience. From the start, the tool seemed to immediately grasp how our business operates and integrated smoothly with our existing suite of tools. It is extremely user-friendly, and whenever we encounter any issues or confusion, the team responds quickly to our questions and provides excellent support. Overall, our experience has been very positive. Review collected by and hosted on G2.com.

Our business operates differently from many other companies or customers who use Ada. Instead of having Ada handle automations through its API, we typically perform automations only after a ticket is created. Because this approach doesn't align with how the tool is generally intended to be used, we've encountered some obstacles in how Ada interacts with customers and closes conversations. At times, the experience doesn't feel as natural as we would like. For example, the bot may repeat answers to the same question after a ticket has already been created, without taking the previous conversation into account. This seems to be more of an issue with how we are using the tool, rather than a flaw in the tool itself. Review collected by and hosted on G2.com.

I like the ease of use and the way the product is built. Review collected by and hosted on G2.com.

Integrating it with our Zendesk instance has been a challenge. There are a lot of workaround solutions we've had to implement in order to make it work. I'm also not a huge fan of the way Proactive Conversations are set up in the generative bot (compared with the declarative bot). Review collected by and hosted on G2.com.

Ada’s platform makes it easy to automate complex support flows, measure performance through clear metrics, and continuously optimize with minimal engineering effort. The improvements in containment and automated resolution show real, measurable impact. Review collected by and hosted on G2.com.

Reporting can sometimes lack depth for nuanced analysis, and CSAT isn’t always the most accurate reflection of chatbot success — especially for automated interactions. Review collected by and hosted on G2.com.

the level of support we receive from the Ada team is amazing, they work closely with us, understand our goals and idiosyncrasies and help us turn ideas into working processes.The product itself is continuously evolving and getting better at handling complex logic. Review collected by and hosted on G2.com.

It can take a while to understand how everything fits together. Once you do, though, it’s a great tool to work with. Review collected by and hosted on G2.com.

The ease of getting in touch with the team not just account manager but IT. We had the guys on slack and they typically responded same day and were interested in potential imporvements. Even after we were onboarded we had regular contact and suggestions of improvement. Review collected by and hosted on G2.com.

I cannot think of an instance where we had a major concern or reason for dislike. The product works well and you get out of it what you put in. Review collected by and hosted on G2.com.

I really appreciate the user interface and design, along with the different ways available to handcraft a user experience. Review collected by and hosted on G2.com.

I believe metrics and analytics could use some improvement and get more granular. In some cases, some more technical support is needed for some custom integrations. Review collected by and hosted on G2.com.

ADA is easy to use and easy to understand how their system works. The way how to set up the automated answers is also easy to do since the options such as text box, videos, and images can be dragged and dropped to the chat flow plus the actions available make the chat flow properly work. Review collected by and hosted on G2.com.

The technical terms that we need to understand for the chat flow to work. But once you know those terms, it's going to make the chat flow outstanding. Review collected by and hosted on G2.com.

Since starting with Ada over 2.5 years ago, we've had a fantastic relationship with the team. We've always gained their upmost support, encouragement and guidance. We've worked hard with Ada, to get to a high containment rate which we are extremely happy with.

Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!

We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.

We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!

My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction! Review collected by and hosted on G2.com.

We often raised issues, not knowing there was a page/trigger for this to be notified. We've since been added. We also mentioned we would have loved more in person training/on call. In fairness, after mentioning this, the team always jumped on calls as soon as they could to assist. Review collected by and hosted on G2.com.