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JIRA Service Management vs LiveChat comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Apr 5, 2026

Review summaries and opinions

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

ROI

Sentiment score
6.6
Users experience cost and time savings with Automation Anywhere, noting reduced errors and improved processes within 6-18 months.
Sentiment score
5.9
JIRA Service Management improves efficiency and cost-effectiveness by centralizing processes, enhancing productivity, and optimizing resource management.
Sentiment score
4.1
Businesses report outstanding ROI from LiveChat, citing increased sales, efficient management, and notable client successes since 2012.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
 

Customer Service

Sentiment score
7.0
Automation Anywhere's customer service is praised for responsiveness and knowledge, though some users report delays and communication gaps.
Sentiment score
6.0
Atlassian's support is generally effective and appreciated, but users note delays and seek improvements in communication and timeliness.
Sentiment score
1.0
LiveChat's 24/7 customer service is praised for responsiveness, quick issue resolution, and extending subscriptions when needed.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
I have reached out to customer support whenever I face an issue in JIRA, especially when creating any automation.
TechOps Engineer at a financial services firm with 201-500 employees
 

Scalability Issues

Sentiment score
7.4
Automation Anywhere efficiently scales from small projects to complex processes with flexible architecture and seamless cloud-based growth.
Sentiment score
7.4
JIRA Service Management is scalable, adaptable, supports large organizations, integrates easily with third parties, but faces database performance issues.
Sentiment score
2.9
LiveChat scales seamlessly across company sizes, integrating easily with websites and maintaining optimal performance during increased usage.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees
JIRA Service Management scales effectively as the number of users, projects, and work items increases.
Integration Supervisor Lead at a manufacturing company with 5,001-10,000 employees
JIRA Service Management's scalability is excellent; I just need to submit an email to indicate how many licenses I want.
TechOps Engineer at a financial services firm with 201-500 employees
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is largely stable and reliable, though infrastructure dependencies and updates can cause occasional temporary instability.
Sentiment score
7.8
JIRA Service Management is a reliable tool with consistent updates, minimal issues, and improved performance, despite occasional minor bugs.
Sentiment score
7.3
LiveChat provides stable, transparent service with minimal disruptions and regular updates, though opinions on AI and modularity vary.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
There should be more governance for permissions and more options for customized access without frequently involving the admin.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees
In terms of stability, JIRA Service Management is reliable day-to-day as long as the data is fed in correctly.
Integration Supervisor Lead at a manufacturing company with 5,001-10,000 employees
JIRA Service Management is stable for my needs; I have not encountered any issues with reliability.
TechOps Engineer at a financial services firm with 201-500 employees
In terms of LiveChat's AI capabilities, I think its accuracy and reliability of output were quite accurate.
Engineering Manager at a comms service provider with 11-50 employees
 

Room For Improvement

Users seek improved integration, documentation, and performance while addressing costs, UI complexity, and feature enhancements in Automation Anywhere.
JIRA Service Management needs better integration, automation, and enhancements in usability, features, and resources for improved user experience.
LiveChat users suggest multi-channel features, a free plan, report filtering, and wider popularity while praising current capabilities.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Infrastructure Lead at a tech vendor with 10,001+ employees
JIRA's user interface needs training to understand and utilize.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees
It remains one of the main barriers to using JIRA Service Management across our entire company.
GB, Development Practice - Technical Director at EJADA
We need to consider which AI tool would be most suitable for our project.
Database Administrator at a retailer with 10,001+ employees
I believe LiveChat should support at least a basic free plan so that potential customers can try out their features before paying for the full suite.
Engineering Manager at a comms service provider with 11-50 employees
The biggest friction point I have experienced with LiveChat so far is the lack of a free plan.
Security Operations Manager at SecurView
 

Setup Cost

Automation Anywhere offers flexible pricing from $50,000 to $200,000 with cost-effective options for diverse deployment needs.
JIRA Service Management offers competitive pricing but can be costly, especially with additional plugin expenses and user-tier licensing.
LiveChat offers flexible per-seat pricing with pro-rata billing, ideal for scaling and adjusting agent numbers as needed.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
We used Jira's free version for some time.
Sr Test Lead at Emerson
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.
TechOps Engineer at a financial services firm with 201-500 employees
 

Valuable Features

Automation Anywhere offers user-friendly automation with drag-and-drop features, enhancing productivity and efficiency without extensive coding.
JIRA Service Management's key features include user-friendly interface, seamless integrations, customizable workflows, and efficient project management tools.
LiveChat offers real-time monitoring, customizable integrations, and robust analytics, with AI chatbots and extensive support enhancing user experience.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
JIRA itself is valuable for managing tickets, user stories, and pipeline.
GB, Development Practice - Technical Director at EJADA
For every task we are working on, the project manager can see the status once we update the stories mentioned.
Senior Software Engineer at Annalect
It is beneficial if someone is on vacation since others can follow up on the tickets.
IT Specialist at Allianz
The integration is adequate and the SDK documentation is clear, which allows us to integrate easily with the documentation.
Security Operations Manager at SecurView
In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat.
Engineering Manager at a comms service provider with 11-50 employees
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
646
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)
JIRA Service Management
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
LiveChat
Average Rating
9.2
Reviews Sentiment
5.8
Number of Reviews
8
Ranking in other categories
Help Desk Software (23rd), IT Service Management (ITSM) (21st), Live Chat (1st)
 

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.
Sohaib Ahmad - PeerSpot reviewer
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.
Vikas Kejriwal - PeerSpot reviewer
Engineering Manager at a comms service provider with 11-50 employees
Clean chat interface has supported basic AI handoffs but now needs omnichannel and a free plan
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These limitations made me switch to another solution. I believe LiveChat should support at least a basic free plan so that potential customers can try out their features before paying for the full suite.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
15%
Manufacturing Company
9%
Educational Organization
7%
Computer Software Company
6%
Comms Service Provider
17%
Construction Company
17%
Manufacturing Company
12%
Performing Arts
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise538
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise2
 

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.
What is your experience regarding pricing and costs for JIRA Service Management?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...
What needs improvement with JIRA Service Management?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...
What needs improvement with LiveChat?
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These l...
What is your primary use case for LiveChat?
I started using LiveChat six months ago when we explored it. My main use case for LiveChat was to implement it as an ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
JIRA Service Desk, Atlassian Jira Service Management
chat.io
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.
Find out what your peers are saying about JIRA Service Management vs. LiveChat and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.