Ada is a healthcare software that provides disease identification based on your symptoms. I receive many symptoms and questions from patients about their conditions because they want to book a visit and provide the reason for their visit. I have used it a couple of times to check what my son is going through when he had a fever and many different conditions. I put the symptom in, and it was pretty accurate.
Ada - AI Agent
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Symptom insights have guided accurate triage and support better provider routing for patients
What is our primary use case?
What is most valuable?
The best features Ada offers in my experience include asking for the age, the symptom, and the frequency of the symptoms. Ada gives a couple of options based on priority, such as what could be the disease or condition, and it has a wide list and better options, which is very helpful.
Ada has positively impacted my organization as I work on the provider directory by re-routing based on patient symptoms to determine which patient should go to which doctor. Ada provides suggestions in the provider directory, and routed appointments are directed to the right provider based on specialty and super specialty.
What needs improvement?
Ada can be improved by being able to identify symptoms based on the age, and it needs to have more questionnaire options. Additionally, the speed of the application should be improved.
For how long have I used the solution?
I have been using Ada for probably six to seven years.
What do I think about the stability of the solution?
Ada is stable in my experience.
What do I think about the scalability of the solution?
Ada's scalability is something we are currently dealing with as we are scaling right now with the provider directory, according to which they can pre-fill those questions.
How are customer service and support?
There is no customer support because we are using it internally.
Which solution did I use previously and why did I switch?
I have never used a different solution before Ada.
What was our ROI?
I have not yet seen the return on investment with Ada as we recently started with it.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing is that it was pretty reasonable based on the input and the questionnaire.
Which other solutions did I evaluate?
I did not evaluate other options before choosing Ada.
What other advice do I have?
My advice for others looking into using Ada is to provide as much information as possible, including the severity of the symptoms and the age. I would rate this review as an 8 out of 10.
Enhancing Customer Support with Powerful Integrations
What do you like best about the product?
I like Ada for its ease of use and the out of the box integrations. The robust API/HTTP capabilities are a standout for me, along with the amazing customer support. The robust metrics and data gathering are beneficial, and the customizability of Ada is a big plus. I also appreciate how often Ada updates their product with new and innovative features. The API error logging, tracking, and testing within Ada's platform is easy to use, adding to the user-friendly experience. The initial setup was very easy, and it only took roughly three weeks to set everything up for phase 1.
What do you dislike about the product?
Pricing is a big one, and due to the nature of our product, security updates from Ada would be nice. For things like Playbooks, I've found that once a user is engaged in a playbook process they're sometimes 'stuck' in it. It would be nice if users were less stuck when engaging in a playbook process.
What problems is the product solving and how is that benefiting you?
Ada solves scalability, reduces cost per ticket, and handles incident spikes effectively as our company grows.
Revolutionized Customer Support Efficiency
What do you like best about the product?
I really like Ada's ability to train and improve, and to quickly see the results of updates. The integration of knowledge from support platforms like Zendesk and Freshdesk syncs quickly into Ada, and I find the coaching feature incredibly malleable. It allows us to create very specific guidance with surgical precision and then test and verify the outcomes. Additionally, the initial setup of Ada was pretty smooth.
What do you dislike about the product?
I think there's probably opportunity for improvement on reporting on the categorization of the volume. I think the ability to import a set of topics or tags or issue types from a variety of other platforms into Ada, and have the Ada experience try and mirror those preexisting categories, would be a good place to start rather than kind of doing it from scratch.
What problems is the product solving and how is that benefiting you?
Ada helps with practically everything from presales to troubleshooting customer journeys and basic inquiries.
Effortless to Use with Outstanding Support and Continuous Improvements
What do you like best about the product?
It's very easy to use, and whenever we need assistance with creating something, we always receive excellent support from the Ada team. The implementation process is straightforward, and when we suggest improvements to features, Ada consistently takes our feedback into account and keeps us informed about the roadmap for these updates. Reporting is also excellent and provides a way to further refine our Ai agent.
What do you dislike about the product?
There isn’t anything I dislike at the moment; I’m simply looking forward to seeing new features and improvements become a reality, specifically around playbooks.
What problems is the product solving and how is that benefiting you?
Ada now handles a significant portion of incoming traffic across all our channels, and has managed to do so while maintaining and even enhancing our customer experience.
AI workflows have streamlined customer support and still need improvements in technical guidance
What is our primary use case?
Ada serves as an AI customer support agent that drives our back end to help with customer success. I am mostly working on the back end, and the team responsible for setting up Ada handles the specific implementation details.
What is most valuable?
Ada offers agentic workflow as its best feature, providing the agent capability to personalize customer support and making customer success operations easier. Ada has positively impacted my organization by removing friction during the customer support process and simplifying the process of answering technical questions.
For how long have I used the solution?
I have been using Ada for the last year.
What other advice do I have?
My advice for others looking into using Ada is to go ahead and use it. Ada is deployed in a public cloud, and we use AWS as our cloud provider. I would rate this product a 6.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Effortless Collaboration and Innovation
What do you like best about the product?
The easiness to work, and the availability to bring new ideas/needs to the table in order to improve our services.
What do you dislike about the product?
The setup, meaning one bot for each domain.
What problems is the product solving and how is that benefiting you?
The requests are straightforward, making it easy for us to teach them to our AI bot.
Easy to Use and Train, with Excellent Support
What do you like best about the product?
I like how easy it is to use, train, analyze, and improve Ada. Without any need for code, we can train an AI bot easily. I also appreciate the ease of analyzing conversations with customers, especially with the connection to Claude. The initial setup was very easy, always with support from Ada.
What do you dislike about the product?
the unification of emails so that multiple bots are not necessary, something they are developing
What problems is the product solving and how is that benefiting you?
I use Ada as an AI Bot to talk to customers and resolve issues like voucher records. It is easy to use, train, analyze, and improve without the need for code.
Effortless Customer Support with Fast Results
What do you like best about the product?
I find Ada incredibly valuable as it serves as our first line of customer support, which allows us to manage an increasing sales volume without the need to scale up our support team. This efficiency is crucial for meeting demand seamlessly. I love how Ada efficiently handles all our simple tickets, which significantly reduces the workload on our CS team, enabling them to focus on resolving more complex issues. The product is easy to use and delivers rapid results, enhancing our operational efficiency. The onboarding academy is fantastic and has provided me with the opportunity to upskill myself as an AI agent builder, a task I hadn't previously undertaken. I greatly appreciate Ada's playbooks feature, which allows for the easy implementation of existing SOPs into successful flows without having to build complex ones from scratch. Furthermore, the initial setup of Ada was remarkably easy and smooth, and the support from their team, including hyper-care support and assistance from the solutions team and our Customer Success Manager, has been amazing.
What do you dislike about the product?
I find the UI for customers powered by Ada's playbooks feature could be improved. Currently, there's a limitation where we're unable to show images or videos in our customer flows, which is integral for product demonstrations and enhancing customer interaction. Although it seems there's ongoing work to address this, the current restriction significantly affects how effectively we can utilize the playbook module.
What problems is the product solving and how is that benefiting you?
I use Ada as our first line of customer support, automating simple ticket handling, enabling our team to focus on complex issues while maintaining qualitative fast responses. Ada's ease of use and onboarding help me upskill rapidly, simplifying AI agent building with effective playbooks.
Revolutionized Our Customer Interaction with Ada
What do you like best about the product?
I love Ada's natural language processing capabilities that draw from our knowledge base to communicate effectively with our customer base, enabling customers to resolve certain issues quickly without needing human intervention. The ease of access as an Ada customer to modify our system is remarkable, and their amazing team is always eager and ready to assist us. Their support is not only extremely helpful but also willing to go the extra mile to solve our issues. It's also noteworthy how Ada enables transformation of articles into normal conversation, making interactions seamless and natural. The process of initial setup was smooth thanks to Ada's team and learning center, which were super helpful every step of the way. I'm especially impressed with Ada's proactive roadmap, where everything I’m looking for is either active or in the pipeline, including more advanced features like image processing. Furthermore, Ada's integration with tools such as Zendesk enhances its value, making it an indispensable tool for our team. Given these benefits, I'm highly inclined to recommend Ada to others.
What do you dislike about the product?
Everything I have an issue with currently is all being worked on! Certain aspects like image processing is on my wish-list, and it should be available next year, so nothing to dislike!
What problems is the product solving and how is that benefiting you?
I use Ada as our first line of defense for customer inquiries, allowing quick resolution without human intervention. Its natural language capabilities pull from our knowledge base effectively, with easy access to changes, making it a valuable asset.
Ada Delivers Reliable, Personalized Support—With Ongoing Improvements
What do you like best about the product?
Ada has been an incredible support tool for our team. It helps reduce workload by handling a large volume of customer inquiries quickly and efficiently, while still providing thoughtful, situation-specific responses rather than just sending generic templates. It’s reliable, adaptive, and ensures our customers receive accurate answers any time of day — overall, a really impressive addition to our support experience.
What do you dislike about the product?
At times, Ada has provided responses or commitments that weren’t part of its original training — such as offering actions it isn’t actually able to perform (for example, canceling orders). Fortunately, these issues have been easy to correct with additional coaching and updates, and its accuracy has continued to improve over time.
What problems is the product solving and how is that benefiting you?
Ada has helped us manage a large volume of customer inquiries by instantly answering common questions and guiding customers through next steps. It’s reduced the workload on our live agents, improved response times, and ensured customers get consistent, accurate information 24/7 — even outside of business hours.
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