We performed a comparison between Espressive Barista and Ivanti Neurons for ITSM 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."We have the ability to alter phrases, create new phrases, or enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need."
"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."
"Its ability to recognize phrases has gotten smarter over time."
"The most valuable feature is its scalability."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"I like Expressive Barista's integration with Microsoft Teams."
"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"
"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."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The solution is easy to use and has a user-friendly interface"
"The integrations are quite simple and clear."
"The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"It is easy to set up."
"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."
"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."
"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."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"The reports provided by the solution are not customizable."
"I would like to see the continued expansion of all of the automation capabilities."
"The knowledge management could definitely be improved."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"The patching for non-Windows OSes such as Linux is poor."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The user interface must be made simpler and more effective."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"There's a lack of integration with other products. This needs to be improved."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews. Espressive Barista is rated 8.8, while Ivanti Neurons for ITSM is rated 8.2. The top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". On the other hand, the top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management. See our Espressive Barista vs. Ivanti Neurons for ITSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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