LivePerson vs ServiceNow Virtual Agent comparison

"The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable."

"LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company."

"LivePerson has been really useful for us. For example, there are several features, such as predefined content and rating information, that are more client-oriented."

"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."

"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."

"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."

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

"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply."

"They should add an auto-correction tool. If we are writing the wrong word, it should show or type the right word that we want to convey to the customer. This feature is currently not available."

"During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson."

"In my current organization, we have faced the problem of not having very detailed instructions. For example, if you need to integrate this application with SSO, you need to enter some specific information. Unfortunately, we weren't able to find detailed instructions on what exactly needs to be entered in the specified fields."

"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."

"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."

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

"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?""

"I am not aware of the pricing, but I have seen it not only being used in India. It is also being used in a lot of other countries such as the Philippines and Jamaica. So, I would assume that it is affordable."

"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."

"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."