# Ada Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Ada the right Customer Service solution for you? Explore 15 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/164470/Ada-Support/reviews --- Ada 4.7 (15) [View alternatives](https://www.capterra.com/p/164470/Ada-Support/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Ada Ease of use 4.4 Customer Service 4.6 ## Showing most helpful reviews Showing 1-15 of 15 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Chris M. Strategy & Growth Consultant / Seeking Full-Time Opportunity Non-Profit Organization Management Used the software for: 1-2 years ### "Easiest Chat Platform " November 16, 2018 5.0 The team at Ada have been very supportive whenever we have encountered any problems. Their team have been quick to respond and helpful. Pros Ada's biggest asset is that it is EASY to use. If you value software that has a low barrier to entry and is highly inclusive of non-technical staff then this is one of the bets choices you can make. They are adding new features all the time and rapidly catching up to other chat platforms but that ease of use if what will keep us loyal. Cons In the time that we have been using Ada it has been good for basic conversations and supporting decision tree answers, however, their update in October 2018 seems to have added many new features. We cannot say we have used them yet but their segmentation features will be crucial to helping us personalise the chatter experience. Review Source EH Evelina H. Technical Specialist Customer Experience Consumer Goods Used the software for: 1-2 years ### "Very happy with Ada" February 20, 2025 5.0 Great and fast support from Ada when needed! Pros I like how easy it is to navigate the platform and how much you can do on your own. It's very user-friendly! Cons I actually haven’t come across much that I don’t like. If I had to mention something, it would be that when you create a flow in, for example, English, and include quick replies (where you haven’t written a custom text), then when you add a new language, the quick reply responses get translated automatically—but that’s not what you want. You’d prefer the field to be empty, just like in English. And maybe that adding flows requires a lot of manual work, but a solution for that would be switching to the AI bot. Alternatives considered [Aivo](https://www.capterra.com/p/180934/Aivo/) Reason for choosing Ada Fully integrated with Zendesk Offers easy integrations with our other systems We can easily transfer order information, tracking, payment methods, and more Full support Easily managed/updated by customer service Review Source PZ Pavel Z. Product manager of tools and automations Education Management Used the software for: Less than 6 months ### "Two of the products I use started using this and the experience was shitty both times " August 23, 2022 1.0 Pros It looks fine and the landing is okay. I guess it's cheaper as well. Cons It works like s-t Clickup and Zoom started using Ada Before it was intercom and it was gorgeous. Never had issues with it. Ada is a total disappointment — the agents don't see what I sent them, the bot scenarios are cranky, slow and frustrating, I can't send images and videos properly. I hate Ada, bring intercom back. I'm not affiliated with intercom in any way — just a frustrated user. Review Source AJ Anna J. Senior Manager Customer Care Product Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Innovative customer support software solution" October 30, 2024 5.0 Overall, I am very satisfied and, after more than two years, I still believe that this is the right solution for our needs. Pros I particularly like the fact that Ada is always super fast when it comes to integrating the latest innovations into the software solution. The solution is also very intuitive and meets all my personal requirements for a good conversational AI. The support from the employees is also very good. Cons The fact that there are sometimes language barriers in the software solution. We are active in the European market and need languages other than English. The main language of the software is English, which makes sense as it comes from the US, but sometimes it takes a little longer to adapt the solution for other languages. Alternatives considered [Cognigy.AI](https://www.capterra.com/p/176610/Cognigy-AI/)[moinAI](https://www.capterra.com/p/204798/moin-ai/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Ada Mainly because you can integrate with React Native. Review Source TN Tiago N. WFM Analyst and Bot Specialist Entertainment Used the software for: 2+ years ### "Ada a real Partner" October 30, 2024 5.0 Working with Ada since 2021 and has been amazing. The product helped decrease the number of agents needed and help thousands of clients. The experience could not have been more positive. Pros Super user friendly, team amazing in helping out Cons New features can take sometime to appear Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) Reason for choosing Ada The product is more advanced and more user friendly to set up Review Source SH Silvia H. Customer Experience manager Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Ada’s Impact on Customer Service at Busbud: A Valuable Tool" October 31, 2024 5.0 My overall experience with Ada has been excellent. Their team is highly responsive, consistently attentive, and always willing to help whenever needed. Ada's support ensures we can get the most out of the platform, making them a fantastic partner for our customer service needs. Pros What I like most about Ada is its ability to significantly reduce the volume of inquiries that our human agents need to handle. The AI agent provides highly accurate, precise responses by efficiently utilizing our Help Center resources. This has not only streamlined our customer support operations but also enhanced our team's overall productivity. Cons The main challenge with Ada is that integrating new features or adding additional channels can be complex, requiring significant time and resources. This can sometimes slow down our ability to expand Ada’s functionality as quickly as we’d like. Review Source BJ Bret J. AI Chatbot and Automations Manager E-Learning Used the software for: 1-2 years ### "Big fan of Ada" October 31, 2024 5.0 Fantastic team from day one until now (1 year 4 months). Pros The product and frequency of feature and software updates is amazing. Beyond the product itself, their support and onboarding teams are fantastic! Cons I think the UI of the chatbot itself could be updated. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Ada Support team and dedication to our success. Review Source Mohamed B. Program Coordinator Education Management Used the software for: I used a free trial ### " Automate Your Data Collection And Analysis Using ADA" November 1, 2022 5.0 Pros ADA is a great product to work with .I love using this tool because it really is easy to use, the support team is awesome and very fast in helping with any minor problems that come up.The advanced functionalities features increase and automate my workflows and save my time.Last ,I love that we've been able to expand our use cases with the bot and show how it can fit perfectly into any data-driven business. Cons I hope Ada can customize the response. For example, if someone mentions a product in the chat, I can easily select which one I'd like to receive. Review Source Michael L. Head of Customer Service Ops Financial Services Used the software for: Less than 6 months ### "Ada is AMAZING!" July 18, 2019 5.0 Love love love them! Pros Huge fan of Ada. We built out and integrated the Adachatbot to drive call volume down while increasing response times. Managed a customer support transformation with under 30 days from launch to ROI.  Created operational efficiency, reducing average wait times by 50% and increasing chat length by 20%. Their sales team as well as their onboarding team are absolutely the best. Cons Setup and actually digging in deep to make this tool work is time consuming, but worth it. Review Source VR Verified Reviewer Business Development Representative Information Technology and Services Used the software for: Less than 6 months ### "Best chat platform" April 4, 2023 5.0 Pros Ada is a platform that is very easy to understand. Good for beginners and non technical person. Cons No issues with Ada as of the moment, it is very good to use. Review Source CD Celia D. Senior Program Manager, CX Technology Computer Software Used the software for: 1-2 years ### "Highly Recommend Ada!" July 31, 2024 5.0 Pros The people at Ada are knowledgeable, friendly, and great to work with! The support team is very responsive and helpful as well! Cons We've experienced some turnover with our Solutions Consultants which is a bummer since we've enjoyed working with all of them! Review Source Response from Ada August 6, 2024 Hi Celia, Thank you for your wonderful review and for highly recommending Ada! We're thrilled to hear that you find our team knowledgeable, friendly, and great to work with. Your kind words about our support team mean a lot to us, and we're delighted to know that we've been able to assist you effectively. We appreciate your feedback regarding the turnover of our Solutions Consultants. We're always striving to provide a consistent and excellent experience for our customers, and we'll take your comments to heart as we work on improving in this area. Thank you again for your valuable feedback and for being a part of the Ada community! RK Rina K. Sr CS Strategist Consumer Goods Used the software for: 2+ years ### "Powerful AI tool with great development outlook " September 3, 2021 5.0 Overall, it has been a great experience from initial setup (very intuitive) to ongoing maintenance and admin. The team is great about keeping in touch and making sure they're addressing any needs, as well as proactively offering suggested areas of improvement. There are always new feature rollouts and have experienced very few significant technical issues - very reliable software. Pros Ada is very user-friendly with a clean UX and intuitive design. From what I have seen and had experience with, Ada's AI also does seem to be more advanced than other chatbot tools. Additionally, as the admin, I do not need to pull in my tech team for any day-to-day needs (very light on code). The Ada team behind it is very dedicated and friendly and always works to improve the product, which gives me confidence in continued improvements and feature rollouts to improve our user experience. Cons As an admin/publisher I would like to see scheduling and drafting features so that I can make proactive changes rather than having to go in at the time that a change needs to be implemented. There are many reports and insights that aren't always available in Ada's analytics dashboard; that said, the team is always quick to respond to manual report requests and have built out some additional internal dashboards that have been very helpful. Review Source JB Jason B. Manager, Product Support Education Management Used the software for: 6-12 months ### "This is the best and most fun technology that we've implemented for chat deflection and self-help." June 30, 2020 5.0 Pros We launched our chatbot in March 2020, which was incredibly helpful as the pandemic began to affect our customers. Our chatbot has been able to address nearly 70% of the requests it gets, leaving more of our support agents available to help customers who need more assistance, and Ada seamlessly brings in one of our live agents in Zendesk when the customer needs more help. We can easily make modifications to the bot, and its use of machine learning makes it incredibly easy to quickly get the information we need to out to our customers. Cons There isn't a con I can list at the moment. We've worked very closely with \[SENSITIVE CONTENT HIDDEN\] from the Ada team to fast track our adoption of their product. They worked very closely with our bot manager to make this a very healthy experience for us. We used the out-of-the-box features to drop Ada into our Help Center. We then expanded into the advanced features to unlock some amazing features, conditional workflows, and variables that have made a world of difference to deliver personalized and meaningful responses to our end-users. Review Source sS shivasish S. student Market Research Used the software for: 2+ years ### "Ada is a customer service automation platform " March 4, 2023 4.0 Ada aims to give businesses an optimized and economical way to offer top-notch customer service while enhancing client satisfaction and adherence. Pros It uses artificial intelligence (AI) to help businesses automate their customer support processes.Ada combines machine learning and natural language processing (NLP) to understand customer inquiries and deliver tailored responses. Cons Personal data about customers may be collected and kept by Ada. In particular, if the platform is not properly secured and maintained, this raises privacy and security issues. Review Source GT Guillermo T. CEO Financial Services Used the software for: 6-12 months ### "Ada helped us scale without hiring and training new people" October 23, 2018 5.0 Pros Before Ada, we struggled with hiring and managing support staff to accommodate our unpredictable support volumes. Now with Ada, we can scale to meet the needs of our growing customer base with instant support. By automating 75% of our inbound inquiries in 2018, Ada has helped us to provide an exceptional self-serve solution, while allowing our agents to take on more complex customers issues, and grow our business. Cons It's a software in development, so we missed some features that we thought important, though when we asked for them the team delivered surprisingly quickly. 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