LiveAgent vs ServiceNow comparison

Why PeerSpot?

QualityUnit and ServiceNow are both solutions in the IT Service Management (ITSM) category. QualityUnit is ranked #34, while ServiceNow is ranked #1 with an average rating of 8.6. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

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ServiceNow and LiveAgent compete in customer support and service management. LiveAgent is often seen as offering better value because of its strong feature set and lower price, whereas ServiceNow is recognized for its robust pricing and support options.

Features: ServiceNow provides comprehensive IT service management capabilities, integration options, and automation features. LiveAgent is known for live chat functionalities, ticket management, and multi-channel support.

Ease of Deployment and Customer Service: LiveAgent has a straightforward deployment model ideal for small to medium enterprises, with efficient customer service. ServiceNow offers a scalable model suitable for larger organizations with strong customer service support.

Pricing and ROI: ServiceNow comes with higher setup costs associated with its enterprise-grade features, providing substantial ROI for extensive users. LiveAgent involves lower initial costs, offering significant ROI through efficient customer-facing solutions.

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To learn more, read our detailed LiveAgent vs. ServiceNow Report (Updated: November 2026).

Buyer's Guide

LiveAgent vs. ServiceNow

November 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

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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it_user1729971

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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Hemanthreddy Vakiti

Data Engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"The solution has removed humans making errors while increasing our time savings, and we now have a lot more efficiencies in our process."

"On average, the return that I've seen is about three dollars for every dollar spent on RPA."

"AA brings a lot of benefits for our organization in a number of different ways."

"I like all of the features, especially the MetaBot, REST API, and SAP DLL."

"Automation Anywhere is a valuable tool, as a developer I can do whatever I want: if I want to do automation with the web, Windows, mainframe, or SAP applications, we can do whatever we want with automations using Automation Anywhere."

"The development tools are very good. It's very user-friendly and easy to develop and deploy with Automation Anywhere. Ordinary people, within a few weeks, can develop a bot using the tool."

"We have a plethora of good use cases saving good, hard dollars."

"I have in fact told all my friends and colleagues who are in the RPA domain to work with Automation Anywhere because it's easier to run as well as to implement."

More Automation Anywhere pros

"My experience with LiveAgent so far has been a seamless one."

"Provides service level optimization."

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

"The most valuable feature was how the solution helped us to prioritize tasks."

"Scheduling reports has decreased manual effort."

"Of all the systems in our environment, ours has been the most stable."

"Great that it's knowledge-based and you can use the flows in ServiceNow."

"The most valuable feature is the flexibility of development for customization."

"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."

"My advice to anyone looking into implementing ServiceNow is "Go for it", especially because the platform does everything."

"ServiceNow is a really great platform, and what I like about it is the integration capabilities that save a lot of time for our customers by connecting different systems with their suppliers."

"They have thought through it, and not just the whole domain in the platform but now they have connected it to the business side, the business needs and the processes, the work that people do down to the technology."

More ServiceNow pros

Cons

"Not all data is good quality. This presents a challenge for automation, which is important."

"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."

"Automation Anywhere can improve the product in potential areas of improvement with respect to automation and AI."

"We need more commands for PDF integration to make it more flexible."

"The help Automation Anywhere offers during setup isn't great for smaller companies like ours."

"When dealing with a large number of variables, uploading them directly from an Excel sheet to Automation Anywhere is not supported."

"From an ease of use point of view, on a scale of one to ten with ten being really easy, I would rate the tool a six."

"The areas that need improvement are the license management, user access permission, user role access management, and technical support."

More Automation Anywhere cons

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"Connection to other softwares could be improved."

"There are other products that are more popular."

"Just ease of use for people who aren't very technically savvy."

"The scalability needs improvement."

"I have a problem with the way the solution's price is calculated."

"The Service Portal could be improved."

"The RPA needs improvement. That's a new area for them that they're just entering into now."

"They could be more competitive with their licensing."

"We have customized so much, so I think that might have contributed to the learning curve for me, just figuring out where the organization had put things and what terminology they use and where to look for certain things."

"Complexities in the organization made the initial deployment complex."

More ServiceNow cons

Pricing and Cost Advice

"We purchase on a bot basis. Our costs are approximately $5,000."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

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

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."

"The setup cost for this is onetime and licensing is based on your choice of product."

"I believe it is $10,000 for Bot Creator."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

More Automation Anywhere pricing and cost advice

Information not available

"The cost is quite high."

"Certainly, from a product-platform perspective, the price is not too bad."

"ServiceNow's pricing is comparatively higher than Helix's."

"It is fairly expensive."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"The solution is expensive."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"The CapEx version is great."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Healthcare Company

25%

Comms Service Provider

16%

Retailer

16%

Construction Company

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

No data available

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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...

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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...

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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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Ask a question

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

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What is the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

HyperScience vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

Zendesk vs LiveAgent

Compared 15% of the time

JIRA Service Management vs LiveAgent

Compared 12% of the time

BMC Helix ITSM vs LiveAgent

Compared 7% of the time

Samanage vs LiveAgent

Compared 5% of the time

More LiveAgent Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 3% of the time

Zendesk vs ServiceNow

Compared 3% of the time

Airtable vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download LiveAgent product report

Buyer's Guide

ServiceNow

October 2026

Download ServiceNow product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

QualityUnit

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

LiveAgent offers innovative AI features that automate communication, helping customer service teams enhance response times and boost productivity. Integrated AI solutions are available on current pricing plans, excluding legacy ones.

LiveAgent provides comprehensive AI-powered capabilities to improve customer interactions and streamline support processes. The AI chatbot efficiently automates routine inquiries, providing multilingual support and lead generation. The AI Answer Assistant utilizes ChatGPT to craft personalized email replies, enhancing agent productivity while reducing costs. With FlowHunt integration, the system effortlessly manages FAQs and escalates complex queries, ensuring seamless customer experiences.

What are LiveAgent's key features?

AI Chatbot: Automates communication, reducing agent workload
Multilingual Support: Ensures global customer interaction
AI Answer Assistant: Generates polished, personalized email responses
Integration with FlowHunt: Handles FAQs and escalates complex queries

What benefits should users look for in LiveAgent reviews?

Improved Response Times: Faster communication with AI tools
Increased Agent Productivity: Focus on more complex tasks
Cost Reduction: Automation leads to lower support costs
Enhanced Customer Satisfaction: Quick, personalized responses

LiveAgent is versatile, catering to diverse industries like e-commerce, SaaS, education, and healthcare. Each sector benefits from customized support features, improving efficiency and customer engagement. From handling bulk inquiries in retail to streamlining communication in tech, LiveAgent's AI tools adapt seamlessly, contributing to improved service delivery and customer retention.

QualityUnit

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

LiveAgent vs. ServiceNow

November 2026

Free Report: LiveAgent vs. ServiceNow

Find out what your peers are saying about LiveAgent vs. ServiceNow and other solutions. Updated: November 2026.

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