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IBM SmartCloud Control Desk vs Leena AI comparison

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Comparison Buyer's Guide

Executive Summary

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
660
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
IBM SmartCloud Control Desk
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
9
Ranking in other categories
Help Desk Software (33rd)
Leena AI
Average Rating
8.4
Reviews Sentiment
7.0
Number of Reviews
3
Ranking in other categories
Help Desk Software (22nd), AI-Agents for HR (4th), AI IT Support (24th), AI Procurement & Supply Chain (5th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
KM
Computer System Engineer at Informatika d.d.
Has centralization and asset management features, and a helpful and knowledgeable technical support team
What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk.
AP
Human Resource Manager at a manufacturing company with 5,001-10,000 employees
Chatbot has organized HR queries and has improved employee experience and self-service
The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.

Quotes from Members

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

Pros

"The efficiency we get with Automation Anywhere is valuable."
"My clients have seen ROI, as what would take them two to three days in work is now taking them two to three hours."
"In particular, with our requirements, we have seen reduced dependency on the workforce and we had proper execution of our business process."
"Document Automation is a game changer. Earlier, with IQ Bot, we achieved partial automation—around 80% of the process was automated. With GenAI and Google Vision OCR now integrated into Document Automation, end-to-end automation is achievable, even with unstructured documents."
"Automation Anywhere RPA has enabled a lot of our employees to have their valuable time freed up to do other things, ranging from the Treasury department, the Revenue department, General and Cost Accounting."
"It is easy to fix bug issues which you encounter in the post-production process."
"Compared to other tools like NICE and Blue Prism, Automation Anywhere is the only tool that gets your work completed in half the time."
"Overall, we've saved a lot of time, as there's a recent process that we automated which saves around 200 to 300 hours each month, depending on the number of accounts that come in."
"The solution has been stable."
"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."
"What I like about the Control Desk is that everything is centralized, you have all the requests in one place, you know which ones are for whom and who is working on them, so you have one big package and nothing is lost."
"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."
"Overall, it's a good product that I would recommend."
"SLA integrations, reports, and integration with other applications are the most valuable."
"Overall, it has helped us continuously improve our business processes."
"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."
"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."
"Leena AI has impacted my organization positively because its cost management is low, its responses are faster, and it scales easily."
"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."
 

Cons

"New versions keep coming up. The challenge for us is to have the downtime to do the migrations."
"Configuring A2019 and using it is getting a little difficult because of frequent errors of compatibility. It is not so user friendly like the enterprise desktop version."
"Replacing the list of search options with voice commands for each item would be great."
"Automation Anywhere can be improved in certain areas specified in the cognitive zone where the information needs better OCR Engine + Machine Learning capabilities. Also, they can improve on the System Identified region function of the IQ Bot - Our team faced a tough time in handling that as we were not able to assign variable to System Identified Region as the IQ Bot tool wasn't allowing it."
"Some of the biggest improvements they can make are with the interface. It can be improved in terms of usability or searching for something. For example, icons are hard to find. Typically, you jump into the search box, but being able to go in and find things quickly with the eye could be very valuable."
"The product falls behind in working with webhooks."
"The customization feature should be made more user-friendly in order to enable the use of external reference components."
"From the IQ Bot perspective, frankly speaking, they still have to improve a lot... My expectation from a straight, technical, architectural point of view was that I would be able to create my own algorithm and integrate it. But with IQ Bot, I am not able to integrate anything..."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
"What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"The product is kind of clunky to use."
"The reporting in relation to updating could be improved upon."
"What needs improvement in IBM SmartCloud Control Desk is its graphical interface because it needs to be more user-friendly. IBM is a big company, but this solution is a little bit outdated. The most common comment I get from customers is that IBM SmartCloud Control Desk looks old and needs a refresh. Its frontend needs a little bit of work. The solution needs to be more modern. In the programming world, you see a lot of new technologies, but this particular solution is still on Java. IBM SmartCloud Control Desk isn't like web-based service request tools, and that's an area for improvement. What I'd like to see in the next version of the solution is a more upscale technology. IBM SmartCloud Control Desk has small issues with document links and attachments, and those could bother you when you're using it for a long time. A more user-friendly GUI is also another improvement I'd like to see in the next version of the solution, plus a better user experience, and it would be great if IBM could resolve the current issues I've noticed in IBM SmartCloud Control Desk."
"Leena AI can be improved if we are able to automate all the questions rather than only common questions available."
"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."
 

Pricing and Cost Advice

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."
"We have established a CoE and we take our bot opportunities based on their ROIs. The best ROI opportunity goes to development first. Our ROI opportunities are compliance, profitable growth, productivity enhancements, productivity gains, number of hours the productivity saved, and resources not available that the work can be done by the bot. However, the single most important criteria that we use to measure ROI is how much time does the bot cut down from an analyst's work, as this has the best ROI. E.g., if an analyst is spending a 100 hours of work that a bot can do in one hour, we calculate the 99 hours saved as ROI."
"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
"It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
"The license for IBM SmartCloud Control Desk is paid yearly and is on a per-user basis. You buy the product and pay for its license yearly. IBM is changing the licensing structure, but for now, it's a yearly license. There's no additional cost. It's just the license that you need to pay for to use IBM SmartCloud Control Desk."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Performing Arts
15%
Construction Company
13%
Manufacturing Company
10%
Comms Service Provider
10%
Construction Company
32%
Manufacturing Company
14%
Financial Services Firm
9%
Pharma/Biotech Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
By reviewers
Company SizeCount
Small Business6
Large Enterprise3
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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What is your experience regarding pricing and costs for Leena AI?
My experience with pricing, setup cost, and licensing for Leena AI is that the setup cost was low, and the license wa...
What needs improvement with Leena AI?
Leena AI can be improved if we are able to automate all the questions rather than only common questions available. If...
What is your primary use case for Leena AI?
My main use case for Leena AI is to manage our customer queries automatically on chat, email, and personally. A quick...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
SmartCloud Control Desk
No data available
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
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Find out what your peers are saying about IBM SmartCloud Control Desk vs. Leena AI and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.