We performed a comparison between Espressive Barista and Serviceaide ChangeGear 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 most valuable feature is its scalability."
"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."
"I like Expressive Barista's integration with Microsoft Teams."
"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."
"Its ability to recognize phrases has gotten smarter over time."
"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 bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"I would like to see the continued expansion of all of the automation capabilities."
"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."
"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."
"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."
"The knowledge management could definitely be improved."
"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."
"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 solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Espressive Barista is rated 8.8, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk. See our Espressive Barista vs. Serviceaide ChangeGear report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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