# Ada (Ada) Category: AI agents. Public reviews about the AI: 9. Profile updated 2026-10-08. An enterprise AI agent that answers customers and acts in business systems across chat, email and voice. ## What it does Ada's AI agent answers customer conversations and can use a company's business systems to complete a customer's task [1]. Teams set it up with knowledge, actions and playbooks, which Ada describes as structured workflows for complex tasks [1][2]. Ada Computer adds API, code and MCP tools, and each MCP tool stays off until a team turns it on [1]. Channels: Chat, Email, Voice, SMS, WhatsApp, Messaging apps, In-app. Works with: Ada names Zendesk, Salesforce, Twilio Flex, Amazon Connect, Freshworks, Genesys, Aircall and ServiceNow, plus open APIs, SDKs and an MCP server [1]. Its handoff docs list Zendesk and Salesforce as handoff integrations [3]. ## Handoff In a Zendesk Chat handoff, the agent receives the conversation transcript up to the point the customer joined the live agent queue [4]. Ada can attach a summary of up to three customer messages, and captured details such as name, email and phone, plus tags, map to the chat [4]. ## Controls - Interactive testing: chat with the agent as a customer would, including impersonating different user types [2] - Simulations: write test cases with expected outcomes and review pass or fail results with the reasoning [2] - Coaching on past conversations is applied to future conversations [1] - Built-in safeguards against hallucinations with continuous monitoring, per Ada [1] - Each MCP tool stays off until a team turns it on [1] ## Setup Ada's docs say knowledge, actions and processes should be configured before testing starts [2]. Ada does not state a setup time on its platform page [1]. ## Billing By contract. Not published; Ada's pricing page leads to a sales call and an ROI model based on the buyer's volume [5]. Ada's service terms describe invoicing up front for a purchased number of Automated Resolutions [6]. What counts: Ada's terms define an Automated Resolution as a conversation that is not escalated (handed to a live agent, or the bot recommended another support channel) and is relevant, accurate and safe; the count uses an average rate from a sample of conversations [6]. ## Vendor claims (not results) - Ada says it has deployed more than 550 enterprise AI agents and handled 6.4 billion customer interactions [1] - Ada states an 84% automated resolution rate and says it resolves over 80% of customer inquiries [1] - Ada states 99.9% platform uptime [1] - Ada's pricing page shows one customer's automated resolution rate at 77%, up from 32% [5] ## Not found in public sources - Public prices or a rate card - A stated setup or launch time - A public definition of a billed messaging (chat) conversation ## What reviewers say - Does the job: 6 positive, 2 negative (too few to rate) - Accuracy: 1 positive, 1 negative (too few to rate) - Handoff to a person: 2 positive, 1 negative (too few to rate) - Cost: 1 positive, 3 negative (too few to rate) - Setup and upkeep: 5 positive, 0 negative (too few to rate) > "Pricing could be more competitive for the services provided." (Biotechnology, G2 (via AWS Marketplace), 2026-10-02: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-234w3rx7gbwts) > "The bot isn't programmed well and seems to be purely an interface to prevent customers liaising with support teams." (Furdeco, Trustpilot, 2026-09-18: https://www.trustpilot.com/reviews/6aacf963cc86b466e0b8a667) > "Ada automatically resolves common queries and escalates complex or sensitive issues to a live agent, ensuring customers receive the right level of support without unnecessary delays." (Tassavour S., AWS Marketplace, 2026-07-04: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-234w3rx7gbwts) > "What stands out for me is its ability to handle conversations automatically while still passing complex issues to humans when needed without breaking the flow." (Shadrach C., PeerSpot (via AWS Marketplace), 2026-05-31: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-234w3rx7gbwts) > "Ada handles the majority of those inquiries, so our team is able to handle the big stuff." (Danielle G., G2 (via AWS Marketplace), 2026-05-29: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-234w3rx7gbwts) > "I find Ada very well made and easy to use and administer." (Richard H., G2 (via AWS Marketplace), 2026-05-01: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-234w3rx7gbwts) > "For things like Playbooks, I've found that once a user is engaged in a playbook process they're sometimes 'stuck' in it." (Victor W., G2 (via AWS Marketplace), 2026-02-19: https://aws.amazon.com/marketplace/reviews/reviews-list/prodview-234w3rx7gbwts) > "They tried to take us to court to pay for months we did not use after not using their crap service which reports incorrect figures and doesn't report accurately at all." (Seema, Trustpilot, 2026-02-13: https://www.trustpilot.com/reviews/698f77cfc0e2cf0b1d85194a) > "It repeatedly asks you to resubmit the same information over and over, and cannot understand what you are asking." (Euan T., Trustpilot, 2025-08-09: https://www.trustpilot.com/reviews/6896905a8e0c3b439cef3c8c) ## Sources 1. [Platform](https://www.ada.cx/platform), Ada, accessed 2026-10-08 2. [Testing](https://docs.ada.cx/docs/optimization/testing), Ada docs, accessed 2026-10-08 3. [Handoff integrations](https://docs.ada.cx/docs/handoffs/handoff-management/handoff-integrations), Ada docs, accessed 2026-10-08 4. [Zendesk Chat Handoff usage](https://docs.ada.cx/docs/handoffs/zendesk/zendesk-chat/zendesk-chat-handoff-usage), Ada docs, accessed 2026-10-08 5. [Pricing](https://www.ada.cx/pricing), Ada, accessed 2026-10-08 6. [Service Specific Terms](https://www.ada.cx/legal/service-specific-terms), Ada, accessed 2026-10-08 Canonical page: https://get-support-ai.com/products/ada