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Kore.ai vs Zendesk Messaging 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
6.8
Number of Reviews
666
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 (2nd), AI Procurement & Supply Chain (1st)
Kore.ai
Average Rating
7.8
Number of Reviews
16
Ranking in other categories
AI Agent Builders (7th), AI Customer Experience Personalization (7th), AI Security (6th), AI Customer Support (2nd), AI IT Support (7th)
Zendesk Messaging
Average Rating
9.0
Number of Reviews
3
Ranking in other categories
Text Messaging (4th), Live Chat (4th)
 

Mindshare comparison

AI Agent Builders Mindshare Distribution
ProductMindshare (%)
Kore.ai3.5%
n8n11.3%
Microsoft Foundry9.6%
Other75.6%
AI Agent Builders
Live Chat Mindshare Distribution
ProductMindshare (%)
Zendesk Messaging6.7%
LiveChat14.2%
ChatX Live Assist 3659.3%
Other69.8%
Live Chat
 

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.
Judin Augustin - PeerSpot reviewer
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.
Jairo Vega - PeerSpot reviewer
Technical Support Engineer/ QA at a computer software company with 11-50 employees
Unified chat and ticket history has improved 24/7 global support efficiency and reduced contacts
I believe the best feature in Zendesk was in the chat; it allows you to seamlessly change between having, for example, a ticket and a client opening a chat, and all this information is saved in the same ticket. You don't have to create different tickets for different features. Everything was on the same ticket, making it easy to follow the history of the client, regardless of whether they first sent an email, then a chat, then something else. That was our main feature, and it was a really good feature that I liked the most. On the chat, we automated it, and we actually get really great results with Zendesk. We ended up lowering the customer contact rate thanks to the automations that we generated, connecting them to our help articles. The bot was connected to our help articles and it reflected around 12% of the incoming tickets, so that was super good because we wanted to make the creation rate of tickets as low as possible per customer.

Quotes from Members

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

Pros

"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."
"The OCR is the most valuable feature, though this is a third party feature that we have integrated. It is quite easy to integrate with other solutions."
"This is a perfect solution for us and Automation Anywhere helps us to close many deals."
"Co-Pilot is a valuable feature."
"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."
"We are working with one of the bots where we send claims through WhatsApp. Any user could take a photo in WhatsApp, then send that data to the organization. Now, whenever a photo is takes, different phones have different primary resolutions, and the data being captured is not clear data. At that moment, the data is automated to a very power system which centralizes the process to one point. This is what we are using for the insurance provider. They fill out the claims form and send this information to the organization, then we use automation tools to automate the process and come to a conclusion."
"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."
"The recorder feature for front end automation and email packages is the most valuable feature as it has more features and it makes the email server related tasks easier and more independent on the email client."
"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 has positively impacted our organization by reducing error rates from around fifteen to twenty percent to just two to three percent after implementation."
"Compared to other tools, Kore.ai provides a well-organized chatbot experience that others do not offer."
"Kore.ai has positively impacted my organization by helping us build intelligent chatbots and incorporating voice agents, enabling various clients to adopt these solutions, which have been revolutionary for their businesses."
"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 by being a big money saver because before having our chatbot, the use case was that every time some of our customers needed help, they used to call a number."
"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 many valuable features, particularly its extensive array of connectors, allowing easy integration with various ERP systems and the straightforward implementation of webhooks and APIs."
"On the chat, we automated it, and we actually get really great results with Zendesk."
"We like the mobile application, which allows us to provide a faster response to the customer."
"Stability-wise, this product is outstanding."
"Zendesk Messaging would be recommended to other companies."
 

Cons

"I would like to use VB.NET native code inside of Automation Anywhere."
"What I am suggesting, when using A2019, if there are any additional features to exclude those antivirus scans until after my task is completed, then the antivirus can start scheduling. Then, I can easily tell the client that the priority are running and the Automation Anywhere scans can wait until after the release."
"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."
"I would suggest adding more fields while calling in API. There is no option to generate Authentication token within the Bot."
"From an IT perspective, we had too many issues and headaches."
"We would like to see more options for merging and un-merging PDFs. More flexibility there would be good. We've figured out ways around this and, using their software, we've been able to do everything we wanted to do. It just took a bit more time to do it. We were on version 10.5 and in their Bot Store they actually had a bot that did exactly what we wanted to do, but it was for Version 11.0."
"Operationally, there's room for improvement, especially in the area of high-availability and deployment."
"IQ Bot has some limitations that should be improved in future releases."
"In support, the team is not the greatest, but it works."
"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."
"This is a regret for me."
"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."
"One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software."
"I would suggest incorporating pre-recorded videos in the tutorials and enhancing the documentation area to make it more user-friendly."
"I rated Kore.ai an 8 out of 10 because additional features could be added to it."
"AI capabilities could be improved, as that is something everyone is trying to integrate now to automate more effectively."
"I believe they could implement AI in a better way for Zendesk Messaging."
"We would like to have auto-templates for TT closure and TT updates."
 

Pricing and Cost Advice

"We would like them to change the license model of charging per bot."
"Subscription for Automation Anywhere (AA) is paid yearly."
"The pricing of AA is similar to UiPath."
"The licensing needs to be made simpler or shortened."
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"The price is very reasonable."
Information not available
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Outsourcing Company
12%
Manufacturing Company
12%
Construction Company
11%
Financial Services Firm
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise14
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.
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...
What needs improvement with Kore.ai?
Kore.ai could be improved by offering more in-depth trainings and assignments with the platform itself so that anyone...
What is your primary use case for Kore.ai?
Kore.ai is designed to create AI chatbots for agents working with clients, integrating agents for their main duties. ...
What needs improvement with Zendesk Chat?
I believe they could implement AI in a better way for Zendesk Messaging. Right now, there is an AI, but it's not to t...
What is your primary use case for Zendesk Chat?
We tried to implement a 24/7 kind of global support with Zendesk, so we enabled Talk and enabled chat and ticketing, ...
What advice do you have for others considering Zendesk Messaging?
We're mostly based on data, and we do not engage in workload automation or testing. Right now, we use Linear in addit...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Zendesk Talk
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Leading banks & Enterprise Companies
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about UiPath, n8n.io, Microsoft and others in AI Agent Builders. Updated: October 2026.
915,341 professionals have used our research since 2012.