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Aisera Assistant vs ServiceNow Virtual Agent comparison

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Executive Summary

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

Aisera Assistant
Average Rating
8.2
Number of Reviews
4
Ranking in other categories
AI IT Support (9th)
ServiceNow Virtual Agent
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
7
Ranking in other categories
AI-Powered Chatbots (1st)
 

Featured Reviews

VF
Chief Information Officer at a media company with 1-10 employees
Automated password workflows have cut help desk calls and improve user self-service success
The best features Aisera's AI Copilot offers include automated responses for users and a binary option where expected responses versus anything else can be handled. It has a standard response for anything that is not fitting into the specific question asked by the chatbot. The ability to give standard responses and handle expected versus unexpected answers has helped our team and end users by reducing confusion about what Aisera's AI Copilot can do and cannot do, streamlining the process so people know they can use it for a password reset primarily. Regarding Aisera's AI Copilot's AI capabilities, I think its governance and security are evolving and it is in line with our requirements for ISO 22001. The accuracy and reliability of output from Aisera's AI Copilot is very good. Unfortunately, it is the old adage about garbage in, garbage out. As long as you take your time, work through your workflow to have accurate information and then negate anything that is not an expected response, you will be successful.
KaustubhPartha - PeerSpot reviewer
Business Process Consultant at Advance Solutions
Virtual agent has transformed support workflows and saves employees valuable time every day
The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow. There are administrators and end users. What happens with end users is that if your screen is open with the service portal and ServiceNow Virtual Agent on your screen, you do get your notifications. But if you accidentally close the window or the browser and start to work on something else, even if ServiceNow Virtual Agent responds, the notification is not sent to that person. ServiceNow has changed the game by bringing Now Assist and other AI related aspects where they have leveled up on the virtual agent capability. I would say that ServiceNow Virtual Agent as an individual entity can be improved in certain aspects. The biggest improvement needed for ServiceNow Virtual Agent is that it is currently only available on the service portal. If a person logs into ServiceNow and they are a fulfiller, in order to access ServiceNow Virtual Agent, they will have to open their service portal and keep it open until they receive the notifications. If ServiceNow Virtual Agent is available on the classic UI itself, the moment any fulfiller logs into ServiceNow, they do not have to additionally go on to the portal. That would be more helpful and would save some time. ServiceNow in general is doing a good thing across all the modules. I do not have any negative feedback to provide. The whole AI thing that has come after the Xanadu upgrade and then the Zurich upgrade, things are slowly improving and the way ServiceNow is building the build agent and other aspects, I do expect some really interesting and innovative features in the next year from the Australia release.

Quotes from Members

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

Pros

"Since deploying the chatbot, we have seen a 95% reduction in support tickets for anything related to password resets or password changes."
"Overall, Aisera's AI Copilot has become much more than a helpdesk tool for me; it is a central nervous system connecting employees to information and IT support across the entire organization."
"Accuracy-wise, Aisera's AI Copilot is very good."
"Aisera's AI Copilot has achieved up to 75% automation of user requests, which is going to reduce our 80% consumer operation costs."
"ServiceNow Virtual Agent has reduced the time from ten minutes to a maximum of two to three minutes, and the biggest factor that has changed is the whole turnaround time has come down from nearly five to six to seven minutes, which is a lot in the IT industry when you save time."
"First and foremost, I do not have to focus too much on development, as it is an already ready-made offering that I can use and develop, and the LLM is quite mature and intelligent to provide answers, so the implementation time is also not too high and the results are good."
"What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution."
"We had a total reduction of calls to the service desk of around 25% in costs, before we'd even completed the integration, despite that not being our main goal."
"If you want to decrease the pressure on your service desk team, the best solution is ServiceNow Virtual Agent."
"Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint."
"Virtual Agent gives us connectivity that can reach out to any middleware."
"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply."
 

Cons

"There are several areas for improvement. First, hallucination control: being an LLM-based system, Aisera's AI Copilot occasionally generates confident but incorrect answers."
"I believe that Aisera's AI Copilot could be improved with a more simplified initial implementation."
"To improve Aisera's AI Copilot, automating the scripting would be beneficial so that it is a little bit more free-flowing and generic for the workflow because something as simple as a password reset will always have the same features."
"The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow."
"ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher version of ServiceNow Virtual Agent."
"I'm not giving ServiceNow Virtual Agent a higher score, such as eight, nine, or ten, because it's still pretty new and needs to be more mature. I didn't find the AI and machine learning features great, so there's a possibility that your chatbot would only give or show the correct answers sometimes."
"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language."
"They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot."
"Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?""
"Lacks integration with AI search or any enterprise search machine."
"I am the owner and architect in the company with regard to permissions so everyone goes through me to manage their flows. If I could change the permissions so each department could see its own flows, it would simplify a lot in the process."
 

Pricing and Cost Advice

Information not available
"Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it. You don't have to pay extra for the ServiceNow Virtual Agent license. So, there's no extra cost."
"ServiceNow Virtual Agent was included in my company's basic ServiceNow package, so when you get a ServiceNow license, you can use ServiceNow Virtual Agent for free."
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Top Industries

By visitors reading reviews
Outsourcing Company
13%
Construction Company
13%
Comms Service Provider
11%
Wholesaler/Distributor
8%
Manufacturing Company
20%
Government
8%
Financial Services Firm
7%
Outsourcing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business3
Large Enterprise8
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise1
Large Enterprise5
 

Questions from the Community

What needs improvement with Aisera’s AI Copilot?
There are several areas for improvement. First, hallucination control: being an LLM-based system, Aisera's AI Copilot occasionally generates confident but incorrect answers. Better guardrails a...
What is your primary use case for Aisera’s AI Copilot?
I use Aisera's AI Copilot mainly for three things: automating repeated IT support tickets, providing instant AI-powered answers to employee queries, and integrating with existing tools such as ...
What advice do you have for others considering Aisera’s AI Copilot?
I would add that in my team or my perspective, a few additional things are worth sharing. One thing that genuinely surprised me was how different team members interacted with Aisera's AI Copilo...
What is your experience regarding pricing and costs for ServiceNow Virtual Agent?
I do not know the cost breakdown. I am not at the level that deals with the cost of ServiceNow offerings.
What needs improvement with ServiceNow Virtual Agent?
ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher version of ServiceNow Virtual Agent. Now Assist heavily uses machine learning an...
What is your primary use case for ServiceNow Virtual Agent?
Samples can include situations where a user loses their password and needs to reset it. ServiceNow Virtual Agent can perform this activity. ServiceNow Virtual Agent can help create an automated inc...
 

Also Known As

Aisera’s AI Copilot
Virtual Assistant, Passage AI
 

Overview

 

Sample Customers

Information Not Available
MGM,Novant Health
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