What do you like best about the product?

Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog.

What do you dislike about the product?

Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule.

What problems is the product solving and how is that benefiting you?

Mostly, Ada helped us with high containment rates. It helped customers self-service a lot better and de-escalate repetitive inquiries.