Kore.ai vs ServiceNow Virtual Agent comparison

The compared Kore.ai and ServiceNow solutions aren't in the same category. Kore.ai is ranked #7 in AIAB , with an average rating of 7.9, and holds a 2.9% mindshare in the category. ServiceNow is ranked #1 in AIPC , with an average rating of 8.5, and holds a 4.2% mindshare. Additionally, 93% of Kore.ai users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Kore.ai and ServiceNow Virtual Agent based on real PeerSpot user reviews.

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June 2026

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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

Mindshare comparison

AI Agent Builders Mindshare Distribution
Product	Mindshare (%)
Kore.ai	2.9%
n8n	13.3%
Azure AI Foundry	10.5%
Other	73.3%

AI Agent Builders

AI-Powered Chatbots Mindshare Distribution
Product	Mindshare (%)
ServiceNow Virtual Agent	4.2%
Poe	4.2%
Claude for Enterprise	4.1%
Other	87.5%

AI-Powered Chatbots

Featured Reviews

Venkat Sivaprakash

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.

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Judin Augustin

Associate Data Scientist at Guide House

Automation has reduced large call centers and provides real-time outbound support for patients

Kore.ai is a low-code platform, and you do not necessarily have to be an expert in artificial intelligence or generative AI to use this platform. However, if you have that experience, it will be a valuable add-on. The main advantage is that it has almost every kind of plugin available to use, whether for live agents or if you want to use it as a call center. You have real-time capabilities and the most useful plugins available, with almost every kind of model available with configurations. We can configure the ML models and train them. The platform is very user-friendly with explanatory features and a great UI. One significant feature is the live testing platform with Kore.ai. When you are creating a workflow, you have an interactive, real-time testing platform that reflects every change you make. This makes it easy to debug errors or add new features. Additionally, Kore.ai has many different tools and platforms that cater to different needs, whether for a call center, normal workflow, or machine learning workflow, which is really useful. Because of Kore.ai, it was much easier than creating something manually. A low-code platform always helps, and when that platform has this much capability, it provides far more value than manual development. It was particularly helpful for our team that we could create a POC and get that project into production. Kore.ai helped our team build a generative AI outbound calling chatbot, and it truly helped our customers. If you have a hospital with a thousand employees in a call center, you might consider outsourcing. However, with Kore.ai's outbound calling capabilities, you can eliminate the outsourcing part. You do not need a thousand call center employees. You can accomplish this through automation with just one or two employees if people need to switch to agents. This represented a significant cost reduction.

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KaustubhPartha

Business Process Consultant at Advance Solutions

Virtual agent has transformed support workflows and saves employees valuable time every day

The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow. There are administrators and end users. What happens with end users is that if your screen is open with the service portal and ServiceNow Virtual Agent on your screen, you do get your notifications. But if you accidentally close the window or the browser and start to work on something else, even if ServiceNow Virtual Agent responds, the notification is not sent to that person. ServiceNow has changed the game by bringing Now Assist and other AI related aspects where they have leveled up on the virtual agent capability. I would say that ServiceNow Virtual Agent as an individual entity can be improved in certain aspects. The biggest improvement needed for ServiceNow Virtual Agent is that it is currently only available on the service portal. If a person logs into ServiceNow and they are a fulfiller, in order to access ServiceNow Virtual Agent, they will have to open their service portal and keep it open until they receive the notifications. If ServiceNow Virtual Agent is available on the classic UI itself, the moment any fulfiller logs into ServiceNow, they do not have to additionally go on to the portal. That would be more helpful and would save some time. ServiceNow in general is doing a good thing across all the modules. I do not have any negative feedback to provide. The whole AI thing that has come after the Xanadu upgrade and then the Zurich upgrade, things are slowly improving and the way ServiceNow is building the build agent and other aspects, I do expect some really interesting and innovative features in the next year from the Australia release.

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Quotes from Members

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

Pros

"Automation Anywhere is a great platform; it is the tool that allowed us to bring back to life former plans to create our digital workforce."

"Automation Anywhere is the best among all other automation tools available in the market such as Power Automate and UiPath."

"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."

"Many of our tasks are automated using AA and due to ease in handling, it becomes the first choice in terms of RPA tool."

"The efficiency we get with Automation Anywhere is valuable."

"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."

"There were about three to four people who were manually updating data into a system, then we replaced that process or augmented that with a bot that now reaches data and enters it on behalf of users, which gives significant hours back to the business so those people can work on some other high value task."

"I appreciate that Automation Anywhere is so user-friendly, and currently, our team is learning Power Automate and migrating some of the processes as we go."

More Automation Anywhere pros

"The positive impacts we have seen include expected reductions in average handle time, which is typically around 40 to 50 percent for any BFSI industry use case."

"Kore.ai offers multiple support and services, including API integration, webhook integration, and multiple channels, making it easy to design your own layout, integrate with multiple channels and webhooks, deploy quickly, and track any errors that occur, so it is a good way to start and easy to learn."

"Kore.ai has positively impacted my organization by simplifying the process of responding to emails and streamlining the workflow, saving me considerable time."

"Kore.ai helps in operational efficiency and faster time-to-market, which is development velocity."

"It impacted my organization by helping us move into being AI-native, and it helped a lot to show other clients that we have worked in AI."

"Kore.ai has positively impacted my organization because we are implementors, and I would say that approximately 80% of our income comes from developed projects with Kore.ai."

"Kore.ai offers many valuable features, particularly its extensive array of connectors, allowing easy integration with various ERP systems and the straightforward implementation of webhooks and APIs."

"The best feature of Kore.ai is that it is a cost-saving tool because when we use IVR, we have to assign agents at the backend, but using Kore.ai, we can automate all of those functions."

More Kore.ai pros

"First and foremost, I do not have to focus too much on development, as it is an already ready-made offering that I can use and develop, and the LLM is quite mature and intelligent to provide answers, so the implementation time is also not too high and the results are good."

"Virtual Agent gives us connectivity that can reach out to any middleware."

"What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution."

"If you want to decrease the pressure on your service desk team, the best solution is ServiceNow Virtual Agent."

"We had a total reduction of calls to the service desk of around 25% in costs, before we'd even completed the integration, despite that not being our main goal."

"For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot."

"ServiceNow Virtual Agent has reduced the time from ten minutes to a maximum of two to three minutes, and the biggest factor that has changed is the whole turnaround time has come down from nearly five to six to seven minutes, which is a lot in the IT industry when you save time."

"Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint."

More ServiceNow Virtual Agent pros

Cons

"More interactions with PDFs would be great for Automation Anywhere. The ability to use more legacy technology for object cloning, flash plugins, etc. A lot of their Excel commands could use some improvement."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."

"I have experienced the issues of UI getting stuck. There seems to be an issue with server stability. This is something that can be better."

"In terms of improvements for Automation Anywhere, I would prefer to see more options in packages and pricing, including a breakdown of different features and products, which would allow us to select certain products while potentially skipping others as needed."

"Sometimes the tool is timing out, which would be a good thing to have resolved."

"We only faced some problems when integrating it with SAP, and Oracle integration was a bit challenging, especially with Oracle Fusion. We had some issues when we were trying to connect some of the applications on the API level. But, in general, integration using Automation Anywhere is fine."

"A standardized improvement area for any RPA tool is making it more user-friendly. This can be done by allowing users to give instructions in their language. For example, one should be able to say in his or her language to automate the login page of the XYZ application. It should be able to create a flow based on the information or screenshots that the user provides."

"In the version that we have, there are some challenges with the browser-based applications, the cloning of the objects, and the solution's stability."

More Automation Anywhere cons

"I would suggest incorporating pre-recorded videos in the tutorials and enhancing the documentation area to make it more user-friendly."

"One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software."

"In my experience, Kore.ai is not stable."

"I choose 7.5 out of 10 for Kore.ai because a few things already need to be improved, one of which I have mentioned."

"To improve Kore.ai, I suggest focusing on more agentic automation, such as offering MCP kind of features with an orchestration layer for use cases."

"Kore.ai can be improved by enhancing their documentation, which is currently a bit disorganized."

"In support, the team is not the greatest, but it works."

"The two points I deduct relate to the integrations, which were not as extensive as I initially expected."

More Kore.ai cons

"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language."

"Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?""

"They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot."

"The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow."

"ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher version of ServiceNow Virtual Agent."

"I'm not giving ServiceNow Virtual Agent a higher score, such as eight, nine, or ten, because it's still pretty new and needs to be more mature. I didn't find the AI and machine learning features great, so there's a possibility that your chatbot would only give or show the correct answers sometimes."

"I am the owner and architect in the company with regard to permissions so everyone goes through me to manage their flows. If I could change the permissions so each department could see its own flows, it would simplify a lot in the process."

"Lacks integration with AI search or any enterprise search machine."

Pricing and Cost Advice

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."

"It's the best RPA tool, but the pricing could be improved."

"The pricing model can be a bit more flexible."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

"This solution costs approximately $3,500 USD per license."

"They're very flexible around pricing and licensing."

More Automation Anywhere pricing and cost advice

Information not available

"Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it. You don't have to pay extra for the ServiceNow Virtual Agent license. So, there's no extra cost."

"ServiceNow Virtual Agent was included in my company's basic ServiceNow package, so when you get a ServiceNow license, you can use ServiceNow Virtual Agent for free."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Construction Company

12%

Manufacturing Company

12%

Outsourcing Company

Financial Services Firm

Manufacturing Company

22%

Computer Software Company

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	3
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	1
Large Enterprise	5

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...

See all answers

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...

See all answers

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.

See all answers

What is your experience regarding pricing and costs for Kore.ai?

The experience with pricing, setup cost, and licensing of Kore.ai is that the price is low, and the licensing is also...

See all answers

What needs improvement with Kore.ai?

Kore.ai could be improved by adding more features, such as call flow automation in addition to chatbots, which would ...

See all answers

What is your primary use case for Kore.ai?

I develop chatbots using Kore.ai. I developed a travel assistant using Kore.ai that books tickets, cancels tickets, o...

See all answers

What is your experience regarding pricing and costs for ServiceNow Virtual Agent?

I do not know the cost breakdown. I am not at the level that deals with the cost of ServiceNow offerings.

See all answers

What needs improvement with ServiceNow Virtual Agent?

ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher ...

See all answers

What is your primary use case for ServiceNow Virtual Agent?

Samples can include situations where a user loses their password and needs to reset it. ServiceNow Virtual Agent can ...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

NICE CXone vs Kore.ai

Compared 11% of the time

Sierra vs Kore.ai

Compared 10% of the time

AGAT Software Pragatix AI Firewall vs Kore.ai

Compared 9% of the time

Ada vs Kore.ai

Compared 9% of the time

Glean Platform vs Kore.ai

Compared 3% of the time

More Kore.ai Competitors

Moveworks vs ServiceNow Virtual Agent

Compared 12% of the time

Aisera AI Customer Service vs ServiceNow Virtual Agent

Compared 9% of the time

Contextual AI vs ServiceNow Virtual Agent

Compared 7% of the time

Espressive Barista vs ServiceNow Virtual Agent

Compared 7% of the time

Tryvium Desk vs ServiceNow Virtual Agent

Compared 6% of the time

More ServiceNow Virtual Agent Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Kore.ai

June 2026

Download Kore.ai product report

Buyer's Guide

ServiceNow Virtual Agent

May 2026

Download ServiceNow Virtual Agent product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Virtual Assistant, Passage AI

Interactive Demo

Automation Anywhere

Demo not available

Kore.ai

Demo not available

ServiceNow

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Kore.ai provides advanced tools like Agent Desktop and Agent Co-pilot, designed to handle vast data volumes and improve efficiency. The platform integrates seamlessly with APIs and channels, supports multi-language capabilities, and offers real-time testing.

Kore.ai offers robust solutions for sectors like healthcare and aviation, enabling efficient ML model configuration and generative AI chatbot development. While there's room for improvement in language detection and scalability, particularly with Azure, Kore.ai excels in integrating with Microsoft ASR, TTS, Cloud Anthropic, and OpenAI, enhancing performance in industries such as insurance and healthcare. Users see potential in extending capabilities with advanced models like Claude or Anthropic. The post-implementation support could improve to match competitor offerings, and more comprehensive documentation is needed.

What are the key features of Kore.ai?

Agent Desktop: Streamlines customer interactions and reduces handle time
Agent Co-pilot: Assists agents with data handling and task efficiency
Advanced API Integration: Ensures seamless connectivity across platforms
Real-time Interactive Testing: Facilitates immediate testing and feedback
Low-code Configurator: Simplifies chatbot development and ML configuration

What benefits should users look for?

Operational Efficiency: Improved task handling and reduced costs
Scalability: Well-suited for diverse applications, though needs enhancement on Azure
Language Support: Global reach with multilingual features
Improved Customer Satisfaction: Enhanced interaction quality and faster resolutions

Kore.ai finds applications in banking, aviation, and automotive, facilitating real-time transactions, ticket booking, and customer feedback measurement. It is instrumental in creating AI chatbots for HR and customer services. Industries such as insurance and healthcare benefit from its capabilities in policy tracking and implementation, leveraging integrations with Microsoft ASR, TTS services, and OpenAI for superior chatbot functionality.

Kore.ai

ServiceNow Virtual Agent offers customizable conversational flows for workflow management, automating routine IT tasks, and significantly reducing service desk workload to enhance user satisfaction with deep search capabilities and improved response times.

ServiceNow Virtual Agent integrates a low-code platform that efficiently manages workflows through customizable conversational flows. It automates routine IT tasks such as password resets and ticket status checks, saving time and resources by decreasing service desk workloads by up to 60%. The intuitive design leverages advanced natural language processing to resolve customer queries, enhancing user experiences with swift response times. Its robust functionalities provide seamless integration with external systems, optimizing incident management and service catalog processes. While improvements in AI search integration, multilingual support, and permissions management could augment its capabilities, regular updates are anticipated to introduce innovative features.

What are the key features of ServiceNow Virtual Agent?

Customizable Conversational Flows: Create tailored workflows for specific needs, enhancing efficiency.
Automated IT Task Management: Streamline routine tasks like password resets, reducing manual workload.
Low-Code Integration: Simplifies integration with external systems for seamless operations.
Enhanced Response Times: Deep search and intuitive design ensure fast, accurate customer assistance.
Process Automation: Automate processes, saving time and reducing resource expenditure.

What benefits or ROI should be looked for in reviews?

Reduced Workload: Service desk workload reduction by up to 60% increases operational efficiency.
Improved User Satisfaction: Quick response and high accuracy enhance overall user experiences.
Time and Resource Savings: Automation and process integration minimize manual interventions.
Seamless Integration: Connects effortlessly with external systems for comprehensive service management.

In IT departments, ServiceNow Virtual Agent is primarily deployed to optimize support functions by automating repetitive tasks such as password management and incident resolution. Many industries leverage its capabilities to provide end-users with efficient self-service options and support integration with external systems, improving overall service delivery.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Leading banks & Enterprise Companies

MGM,Novant Health

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