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Cherwell Service Management vs Leena AI comparison

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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
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)
Cherwell Service Management
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (26th)
Leena AI
Average Rating
8.4
Reviews Sentiment
7.0
Number of Reviews
3
Ranking in other categories
Help Desk Software (22nd), AI-Agents for HR (4th), AI IT Support (24th), AI Procurement & Supply Chain (5th)
 

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.
Thobile Moeketsi - PeerSpot reviewer
Senior Manager at Sasria SOC Ltd.
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
AP
Human Resource Manager at a manufacturing company with 5,001-10,000 employees
Chatbot has organized HR queries and has improved employee experience and self-service
The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.

Quotes from Members

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

Pros

"We have had a lot of success using Automation Anywhere products and we've actually built a few solutions that were done on the EY cloud, which are offered to clients as a managed service."
"It's really easy to use. We have a number of people at our firm who are now certified RPA developers that had no development background. They did that just by the online training in some cases. In some cases, it was the online training, as well as a three day class that we brought in-house and had taught."
"There are many features that are valuable including Whatsapp messages, OCR, and image recognization, but I have not tried all of them."
"The ease of access and deployment are the most valuable features."
"We have been able to take resources that have been doing manual work and putting them into more productive work."
"We can integration with other APIs, which is a good thing. This helps us with our database integration. For example, we have done an SAP integration, which is great, since SAP has a lot of manual work."
"It has absolutely been worth it for us and has provided us with good value."
"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard is very useful to get a quick overview of current tasks."
"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
"The most valuable features are problem management and change management."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"The dashboard and the reporting functionality are the solution's most valuable features."
"We use the solution every day and quite extensively."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."
"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."
"Leena AI has impacted my organization positively because its cost management is low, its responses are faster, and it scales easily."
 

Cons

"When we are moving from one version to another version, it's very difficult because most of the features stop working."
"I had an issue lasting for the better part of three years, and it was quite severe."
"Setup and deployment of this product could be difficult for those without experience. These processes should be made easier."
"When we are moving from one version to another version, it's very difficult because most of the features stop working. They should first test everything and then release the new version. For example, there's a system variable known as the Excel Cell Row.... When going from version 11.1 to 11.3, this variable was suddenly not supported, and most of our bots were dependent on that. Everything went down..."
"In a cost-sensitive industry like banking, where automation needs to prove clear ROI, a more flexible pricing structure would assist organizations in expanding automation more aggressively without feeling constrained by budget considerations."
"IQ Bot has some limitations that should be improved in future releases."
"We have had issues with stability in the past, and there should be a function that helps you to find out what is wrong with your environment that is causing the automation to fail."
"There are a lot of things that need to be improved, especially related to the Control Room, but you can develop and scale with this tool very, very fast."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
"The support from the actual manufacturer is poor."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Agile delivery should be supported."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Leena AI can be improved if we are able to automate all the questions rather than only common questions available."
"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."
 

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."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"The Community Edition is a good offering from the company."
"Its cost is good."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"We save approximately 10,000 hours per year."
"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."
"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"For an ITIL user, the cost is probably about 50 bucks a month."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
11%
Computer Software Company
9%
Manufacturing Company
9%
Energy/Utilities Company
8%
Construction Company
32%
Manufacturing Company
14%
Financial Services Firm
9%
Pharma/Biotech Company
7%
 

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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What is your experience regarding pricing and costs for Leena AI?
My experience with pricing, setup cost, and licensing for Leena AI is that the setup cost was low, and the license wa...
What needs improvement with Leena AI?
Leena AI can be improved if we are able to automate all the questions rather than only common questions available. If...
What is your primary use case for Leena AI?
My main use case for Leena AI is to manage our customer queries automatically on chat, email, and personally. A quick...
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Ausenco, Highlights for Children, B/E Aerospace
Information Not Available
Find out what your peers are saying about Cherwell Service Management vs. Leena AI and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.