No more typing reviews! Try our Samantha, our new voice AI agent.

Agiloft Service Desk Suite vs Hornbill Systems Supportworks comparison

Sponsored
 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It is highly scalable on cloud and virtual machines."
"A good example is a process that we automated where, on that specific process, the return on investment is above 30,000 percent."
"We are having a very good experience with this product."
"The most valuable feature of this solution is the automation of manual tasks, which save us time."
"This product has helped us a lot by improving and growing the business in different domains."
"While our Automation Anywhere's implementation is in a premature stage, it has really decreased the workload on our service desk and we definitely see some ROI in the future from this product."
"It is very easy to use and learn compared to a programming language, where you have to have a background in coding. Anyone can learn it. Learning the software is easy."
"We have automated over 2000 man-hours."
"Our customer service and productivity have increased in quality and quantity since using this product."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
 

Cons

"Automation Anywhere can be improved with respect to the user-friendliness of the interface because most of the competitors are now using a flowchart-like structure, thus making it easy for anyone to learn and study it."
"It is negative right now. What we are expecting, for one bot creation, is a six-month turnaround for getting ROI, but that is only the developer man-hour versus actual time saved."
"Using Automation Anywhere is neither easy nor hard, but against IBM Robotic Process Automation, IBM Robotic Process Automation wins."
"Automation Anywhere could benefit from a more technical focus."
"The areas in which the product and service must be improved are in the government sector and ministries such as the Ministry of Education and Health."
"I suggest having more ways to perform string manipulations and string operations, instead of just what is pre-defined in the V11 tool."
"There is an issue with the object cloning in Excel. OCR is also not that stable. Image recognition works fine, but not all the time."
"There is still a way to go for Automation Anywhere where we can see improvement. Mostly, we want to see more artificial intelligence and machine learning. Now, I can see only this mostly in the IQ Bot where we construct the data from PDFs. I also want to see more features where we can use the artificial intelligence in automating tasks as well."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Customer Service: I'd rate it as a 5/10 or 6/10."
 

Pricing and Cost Advice

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"I believe it is $10,000 for Bot Creator."
"The solution is quite expensive. Not every organization can consider this option."
"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."
"The licensing needs to be made simpler or shortened."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
909,725 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
No data available
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
No data available
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
Ask a question
Earn 20 points
Ask a question
Earn 20 points
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Supportworks
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Aylesbury Vale District Council
Find out what your peers are saying about Agiloft Service Desk Suite vs. Hornbill Systems Supportworks and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.