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Automation Anywhere AI Agent vs Zendesk comparison

 

Comparison Buyer's Guide

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

Automation Anywhere AI Agent
Ranking in AI Customer Support
42nd
Average Rating
7.4
Number of Reviews
3
Ranking in other categories
AI Data Analysis (91st), AI Sales & Marketing (14th), AI Content Creation (8th), AI Finance & Accounting (9th)
Zendesk
Ranking in AI Customer Support
9th
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
70
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (6th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI IT Support (4th)
 

Featured Reviews

KS
Account Director at a tech vendor with 10,001+ employees
Automation has transformed invoice and bank processing but still needs faster setup and better integration
Automation Anywhere AI Agent could be improved in a few ways. Since I am currently working with Salesforce and I understand that to compete Automation Anywhere as a middleware product with Mulesoft or Informatica, the implementation phase needs to be quicker. The POC is always successful, but the implementation phase has to be quicker. The business needs to understand this better. Automation Anywhere should get into the business team and focus on explainability at the business level, not just a technical thing, but in the language or discussion where the business team can understand. There is clear business reasoning missing right now. The learning is strong within the process for sure, but there is limited reuse of learning across processes, which I think is very important. Simple model governance for business users is needed so that anyone should be able to use or create bots on Automation Anywhere. Right now, consultants and partners are needed in place. Additionally, Automation Anywhere should have native integrations with core platforms such as Oracle, SAPs, Salesforce, and ServiceNow. It should have out of the box integration rather than going for APIs because the deals which are not getting closed with Automation Anywhere or UIPath are purely because these organizations do not have out-of-the-box connectors available.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Quotes from Members

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

Pros

"By automating repetitive processes such as data entry, report generation, and transaction processing, I reduced manual effort significantly as tasks that earlier took hours now take minutes, resulting in clear time savings."
"Since all three benefits are achieved—accuracy, efficiency, and cost saving—the business impact and dollar impact is really high."
"I feel Automation Anywhere AI Agent is better than Blue Prism in that specific context."
"The stability and performance have been perfect."
"The way it’s set up makes it very easy for agents, end-users, and administrators to use."
"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."
"Zendesk has positively impacted my organization because the interface is quite good, easy to use, and has a user-friendly UI."
"Our CS team has been able to quickly and effectively run through customer inquiries using the Zendesk platform."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"To be honest with you, I thought Zendesk was a very good product."
"Zendesk has been invaluable in automating communications such as email and phone calls."
 

Cons

"The OCR and document understanding of Automation Anywhere AI Agent still struggle with complex and unstructured formats such as invoices with multiple layouts, poor scan quality, or handwritten fields."
"The implementation cost even for a POC was very high, and that was a pain for all the customers."
"When considering weaknesses and improvements, the platform does not give us the liberty to use our own features where we can bring out creativity."
"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."
"The solution could integrate better with QR codes from some websites such as Facebook."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"There are various aspects of this product that need improvement such as its flexibility, price, and installation."
"The look and feel could use a little more polish."
"We had to modify extensively the reporting features to be meaningful to our business."
"There are some edge cases where the simplicity of the platform prevented some unusual workflows, but we worked around it without much hassle."
"It was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up."
 

Pricing and Cost Advice

Information not available
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"The price is very competitive."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"From what I hear, Zendesk's pricing is a little expensive."
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Top Industries

By visitors reading reviews
Construction Company
35%
Outsourcing Company
12%
Manufacturing Company
12%
Comms Service Provider
9%
Construction Company
11%
Outsourcing Company
9%
Financial Services Firm
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise22
Large Enterprise12
 

Questions from the Community

What needs improvement with Automation Anywhere AI Agent?
Automation Anywhere AI Agent is quite good overall, and I believe the main area for improvement is working on different OCRs to extract data properly. The OCR and document understanding of Automati...
What is your primary use case for Automation Anywhere AI Agent?
My main use case for Automation Anywhere AI Agent is to extract data from different invoices such as bills of lading, document automation, OCR extraction, and speech-to-text. In a recent project, a...
What advice do you have for others considering Automation Anywhere AI Agent?
My advice for others looking into using Automation Anywhere AI Agent is to start with a well-defined, stable process rather than a very complex one, as it works best when the process is standardize...
What is your experience regarding pricing and costs for Zendesk Support?
I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled those kinds of things. We were only using the application, so I have no idea abou...
What needs improvement with Zendesk Support?
The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If a customer is facing issues that need some testing in the backend, it takes time...
What is your primary use case for Zendesk Support?
My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also using Zendesk for live chat purposes. As a specific example, suppose a customer is f...
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Automation Anywhere AI Agent vs. Zendesk and other solutions. Updated: June 2026.
909,725 professionals have used our research since 2012.