Espressive Barista vs Kayako comparison

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220 views|49 comparisons
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103 views|78 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Espressive Barista and Kayako based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: February 2024).
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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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""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.""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.""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.""The solution is available to support us instantly as required."

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"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."

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Cons
"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.""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.""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.""The reports provided by the solution are not customizable.""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.""The knowledge management could definitely be improved."

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"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."

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Pricing and Cost Advice
  • "The price for the licensing is fair."
  • "It is expensive. It's not a cheap thing."
  • "The solution is affordable."
  • "The pricing isn't overly burdensome. It's going to be interesting to see how new models come in with new capabilities but, as it is, as a base system, it's pretty good."
  • "User-based licensing has been working well for us, and we believe we are deriving significant value from it."
  • More Espressive Barista Pricing and Cost Advice →

  • "Kayako is a highly affordable solution."
  • More Kayako Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable feature is its scalability.
    Top Answer:Espressive has been very accommodating in trying to meet our needs and adapt to our current situation. User-based licensing has been working well for us, and we believe we are deriving significant… more »
    Top Answer:Espressive Barista's natural language processing and conventional AI still have room for improvement. We haven't yet found anything that resembles true AI that can learn autonomously without human… more »
    Top Answer:The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice.
    Top Answer:Kayako is a highly affordable solution. I would rate the price of Kayako a five out of five.
    Top Answer:Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment.
    Ranking
    12th
    out of 59 in Help Desk Software
    Views
    220
    Comparisons
    49
    Reviews
    8
    Average Words per Review
    1,844
    Rating
    8.8
    45th
    out of 59 in Help Desk Software
    Views
    103
    Comparisons
    78
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    Learn More
    Espressive
    Video Not Available
    Kayako
    Video Not Available
    Overview
    Barista, Espressive’s innovative virtual support agent (VSA) platform, takes on the role of the service agent, bringing the best of human experience with the best of artificial intelligence. Leveraging a proprietary and domain-specific large language model (LLM), the Employee Language Cloud, as well as integration with generalized LLMs, Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%.

    Kayako is a powerful customer service and support platform that gives your team the tools they need to communicate with customers across live chat, email, facebook and twitter.

    Our approach brings every interaction your customer has with your business into Kayako and presents your agents with a comprehensive customer journey. This gives your team the context they need to immediately respond and support customers in a way that’s quick, accurate and personal.

    Kayako is used by over 130,000 customer support pros in businesses of all sizes around the world, including Peugeot, NASA, Fedex, and GE.


    Sample Customers
    Information Not Available
    Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University
    Top Industries
    REVIEWERS
    Manufacturing Company43%
    Computer Software Company29%
    Energy/Utilities Company14%
    Recreational Facilities/Services Company14%
    VISITORS READING REVIEWS
    Computer Software Company55%
    Manufacturing Company7%
    Healthcare Company5%
    Financial Services Firm4%
    No Data Available
    Company Size
    REVIEWERS
    Small Business33%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business48%
    Midsize Enterprise9%
    Large Enterprise43%
    No Data Available
    Buyer's Guide
    Help Desk Software
    February 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: February 2024.
    757,260 professionals have used our research since 2012.

    Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while Kayako is ranked 45th in Help Desk Software. Espressive Barista is rated 8.8, while Kayako is rated 8.0. The top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". On the other hand, Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Amelia, whereas Kayako is most compared with .

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.