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Agiloft Service Desk Suite vs LiveAgent comparison

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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
661
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 (39th), IT Service Management (ITSM) (35th), Knowledge Management Software (16th)
 

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

"I like the diversity. Every year, maybe even every six months, new modules are introduced to the program, and module enhancements are added to the toolbox to make automating various applications or situations easier."
"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"Based on my experience, I have found Automation Anywhere to be more stable and accessible."
"The features of the Automation Anywhere bot bring us the ability to develop automations to production quickly."
"Automation Anywhere has a uniqueness with respect to the IQ Bot."
"Recorders and Bot Insights are very valuable features."
"The Automation Anywhere automation tool is user-friendly, especially compared to UiPath and Blue Prism."
"Document automation has impacted efficiency and productivity because initially, we tried training the module on multiple unstructured documents, which resulted in less efficiency, but over time, we have trained with multiple documents, and it is now achieving great accuracy."
"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."
"Our customer service and productivity have increased in quality and quantity since using this product."
"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."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
 

Cons

"There is room for improvement in terms of costs and procurement considerations."
"The product should improve on Voice Recognition and IoT pretty soon, as this is the next big thing in and I would like to see this upgraded in the next release."
"I would rate Automation Anywhere's support a four out of ten because the support is horrible for all customers."
"I would like to have a command that allows me to add code, like C#. As a developer, this would be helpful."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."
"Going on-cloud comes with security hiccups and concerns."
"Automation Anywhere is easy to use, even if you lack technical skills. People without deep technical expertise can easily develop scenarios."
"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."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."
 

Pricing and Cost Advice

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"Annual licensing costs would be about $100,000."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"Automation Anywhere is expensive."
"The setup cost for this is onetime and licensing is based on your choice of product."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"The price for Automation Anywhere is reasonable."
"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
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
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No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
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)
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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: June 2026.
902,988 professionals have used our research since 2012.