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Agiloft Service Desk Suite vs LiveAgent comparison

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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)
LiveAgent
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Help Desk Software (38th), IT Service Management (ITSM) (35th), Knowledge Management Software (14th)
 

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_user1729971 - PeerSpot reviewer
Assistant customer support manager
Prioritizes tasks and easily organizes messages and responses
I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

Quotes from Members

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

Pros

"Using this solution has brought a lot of return on investment in terms of saving hours or FTEs, and we are utilizing them in more constructive areas."
"We are using it for scripting, and it is end user based with screen captures. It is a bit easier to use than any of the other tools out there."
"During the digital transformation of a company, the number of internal portals and applications increases leading to an increased number of data silos."
"It automates forms for our customers and our analysts."
"I really like Screen Recording because it is used to record a task or a series of actions."
"The automation that we have run on a daily basis helps us by saving a lot of time."
"It is easier to learn, implement, and get things done with Automation Anywhere compared to other tools on market right now."
"As a solution, Automation Anywhere is complete for business users and developers."
"Our customer service and productivity have increased in quality and quantity since using this product."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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%."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"My experience with LiveAgent so far has been a seamless one."
"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."
 

Cons

"Our users would like more online community forums where they can exchange information. I would also like a better way to monitor and manage all the automations we have running within our systems because our CoE governance must be robust so we are always aware of what's happening."
"Getting buy-in was a major challenge because of the various people not aware of the technologies moving and getting buy-in from top management is a challenge."
"The product falls behind in working with webhooks."
"Automation Anywhere could be improved by staying more current with Microsoft products through packages."
"The technical support has been a little slow to respond to our inquiries."
"It needs to have more options for integrating with other tools."
"The vendor should increase the training and other engagements with users before they acquire the platform, as this will simplify its usage further and ensure that there no hindrances in using the platform."
"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."
"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."
 

Pricing and Cost Advice

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"The solution's pricing is pretty decent."
"The cost of this solution is a little bit high, but it is worth the price."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
11%
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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.
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Also Known As

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

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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
Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Find out what your peers are saying about Agiloft Service Desk Suite vs. LiveAgent and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.