We performed a comparison between Clarity SM and Espressive Barista based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"Scalability is very good. We have scaled to more users and more functionality."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"We can search open and closed cases to find what we have done in other incidents."
"Logging every action in Service Desk Manager (SDM)."
"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."
"The most valuable feature is its scalability."
"Its ability to recognize phrases has gotten smarter over time."
"Our developers have used the Barista Control Center to extend the platform by adding content, and they've found it fairly easy to do and manage"
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"The solution is available to support us instantly as required."
"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."
"I like Expressive Barista's integration with Microsoft Teams."
"Report solutions are a little short."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The API is very, very bad so we developed our own."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"Compared to some of the other products, I think we are bit behind."
"It doesn't yet have the ability to integrate with other products."
"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."
"The reports provided by the solution are not customizable."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"My only comment would be if they wanted to use this as an IT service management tool, maybe they could think about Barista making tickets and having change management and problem management capabilities."
"I would like to see the continued expansion of all of the automation capabilities."
"What would make things easier is more detail, out of the box, about what is helping out of the box. We're struggling a little bit to get that data. We want more information about what Barista has brought in that the employees are using, out of the box. We want more visibility into the things that we ourselves haven't done the interaction for."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Espressive Barista is ranked 12th in Help Desk Software with 9 reviews. Clarity SM is rated 7.8, while Espressive Barista is rated 8.8. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service. See our Clarity SM vs. Espressive Barista report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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