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Leena AI vs Zendesk 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
642
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)
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)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
69
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (5th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (6th), AI IT Support (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.
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.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Quotes from Members

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

Pros

"We have increased our productivity internally by using RPA with our employees who are completing the same tasks every day."
"We saw a 70 percent decrease in manual steps. If something took 10 steps to do, we are doing it in three steps today."
"AA is a global market leader and the best RPA software to go with, in all aspects."
"The deployment is very easy."
"We are able to create robotic tasks in a short time."
"From what I have seen with the IQ Bot, it is very impressive and I think it is going to solve a lot of problems that we face right now."
"The thing I appreciate most about Automation Anywhere is how integrated the aspects of it are."
"Automation Anywhere offers the capability of integrating the DLL files with meta bot and hence the developer can use DLL files to connect to applications likes outlook, SAP, etc"
"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."
"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."
"Leena AI has impacted my organization positively because its cost management is low, its responses are faster, and it scales easily."
"It is a scalable solution."
"We rarely had issues with Zendesk."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."
"The stability has been very good."
"We were able to get up and running with Zendesk in a very short time and build a robust web app including help desk functionality that makes the product owner and client very happy."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"It's a very stable tool, very powerful."
 

Cons

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources. It consumes a lot for computing power. We have seen multiple instances where computers or the client has crashed because of this particular problem. Automation Anywhere can improve this a lot."
"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."
"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."
"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."
"When I used this tool in the bot, it did not work. I got this issue when using the document automation learning instance."
"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."
"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."
"It is not able to use OCR effectively and has limited usability."
"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."
"Leena AI can be improved if we are able to automate all the questions rather than only common questions available."
"Many channel inquiries are not possible to collect into a single interface."
"It would be easier to setup if there was metadata available and an API guru resource available."
"I really wish they had a chat feature - like Olark for example."
"Zendesk Guide's customization could be improved; I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself."
"It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"It needs to have a more intuitive application of macro’s in changing ticket statuses."
"The solution could integrate better with QR codes from some websites such as Facebook."
 

Pricing and Cost Advice

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."
"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
Information not available
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"The price is very competitive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
"From what I hear, Zendesk's pricing is a little expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
32%
Manufacturing Company
14%
Financial Services Firm
9%
Pharma/Biotech Company
7%
Construction Company
11%
Financial Services Firm
9%
Manufacturing Company
8%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise21
Large Enterprise12
 

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 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...
What is your experience regarding pricing and costs for Zendesk Support?
I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled t...
What needs improvement with Zendesk Support?
The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If ...
What is your primary use case for Zendesk Support?
My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also usin...
 

Comparisons

 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Leena AI vs. Zendesk and other solutions. Updated: June 2026.
902,894 professionals have used our research since 2012.