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Espressive Barista vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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

Espressive Barista
Ranking in Help Desk Software
16th
Ranking in IT Service Management (ITSM)
15th
Average Rating
8.8
Reviews Sentiment
7.2
Number of Reviews
9
Ranking in other categories
AI-Powered Chatbots (4th)
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
221
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Espressive Barista is 0.4%, up from 0.1% compared to the previous year. The mindshare of ServiceNow is 22.9%, down from 27.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Jim Lobao - PeerSpot reviewer
Has helped enhance our support ability, reduced our resolution time, and reduced our service desk costs
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 intervention. However, Barista does help us identify and address some of these areas, allowing my team to step in and create intents and responses to questions. When a user asks a question that Barista doesn't immediately understand, we can recognize the pattern, capture it, and link it to a common intent. This is highly beneficial for acquiring such data, but it's a reactive approach and still requires curation. Natural language processing still has some way to go. One of our challenges is that our internal employees haven't yet adopted a natural way of interacting with Barista. Getting people to be concise and to the point, rather than being verbose as if they were interacting with a human, has been an ongoing challenge. While they may feel comfortable being conversational in Slack, expecting a human-like response, Barista is a different entity. Barista isn't interested in their recent vacation; it just wants to know they're locked out of their account. So, some users may assume Barista understands their intent when they say, "I'm back from vacation and locked out of my account." Barista, however, may interpret this as a request for the holiday schedule. Therefore, we're gradually educating our users to adapt their communication style for better success with Barista. Conversely, we desire Barista to adapt its behavior based on the interaction, the language used, and the way people communicate. I wholeheartedly desire an AI that can continuously learn and adapt to our organization's evolving needs. This is the most challenging aspect, as it involves understanding our organization's terminology, procedures, and toolsets. We've made significant progress in this area. However, from an NLP standpoint, we still face challenges with our nearly 3,000 Slack channel users, each with their unique communication styles. People ask questions in various ways, and sometimes there are misunderstandings. They want to interact with us naturally. However, we still struggle with natural language processing. People don't always realize that the bot is a virtual agent designed to be concise and efficient. Sometimes, less is more. It's been a difficult transition for people to grasp that they're conversing with a virtual agent, not a human. They still expect human-like interactions, such as discussing their weekend or holidays or simply pasting screenshots of errors. However, the bot can't interpret screenshots. If they provide the error code and some context about the application, the bot can better understand the issue. So, the key challenge is bridging the gap between human expectations and the bot's capabilities in terms of natural interaction.
Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Quotes from Members

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

Pros

"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"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"
"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."
"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."
"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."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"The analytics - we like to keep track of how much work everyone is doing."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."
"It offers ready-built automation and simpler configuration for workflows."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
 

Cons

"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"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."
"The reports provided by the solution are not customizable."
"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."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"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."
"It's a little expensive compared to other tools."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The capital expenditure neeed to get the tool up and running is extensive."
"Its stability and pricing need improvement."
"ServiceNow might need to improve its capabilities to integrate with third-party tools."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
 

Pricing and Cost Advice

"It is expensive. It's not a cheap thing."
"The price for the licensing is fair."
"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."
"The setup cost is high compared to others, especially when the scope is not fixed."
"This is a pretty expensive product, so the licensing could be better."
"The solution is expensive."
"Certainly, from a product-platform perspective, the price is not too bad."
"The price is okay for us. It's reasonable."
"ServiceNow's pricing is comparatively higher than Helix's."
"The CapEx version is great."
"Getting the solution up and running is expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
49%
Manufacturing Company
8%
Healthcare Company
5%
Retailer
5%
Educational Organization
22%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Espressive?
The most valuable feature is its scalability.
What is your experience regarding pricing and costs for Espressive?
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 ...
What needs improvement with Espressive?
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 ...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Overview

 

Sample Customers

Information Not Available
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about Espressive Barista vs. ServiceNow and other solutions. Updated: May 2025.
857,028 professionals have used our research since 2012.