We performed a comparison between Espressive Barista and ServiceNow 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."
"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."
"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 most valuable feature is its scalability."
"Its ability to recognize phrases has gotten smarter over time."
"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."
"The solution is available to support us instantly as required."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"Change management is most valuable."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"It can scale well if you are managing IT assets."
"Everything about the schema, including the design of ServiceNow, is great."
"I like the ease of use."
"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."
"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."
"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 knowledge management could definitely be improved."
"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."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"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)."
"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"
"The user interface for accessing assistance sometimes disconnects."
"When it comes to changing some of the features, I would like a little more leeway."
"I do not like the user interface."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Espressive Barista is rated 8.8, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Espressive Barista vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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