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Sendbird vs Serviceaide ChangeGear comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
656
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)
Sendbird
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
12
Ranking in other categories
Help Desk Software (9th), Enterprise Social Software (5th), AI Customer Experience Personalization (1st), AI Customer Support (3rd)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (28th)
 

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.
Shadrach Godwish Chukwu - PeerSpot reviewer
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
Organized real-time customer chats have improved support efficiency and response handling
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools. One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"Since implementing the solution, the tasks are taking place in a seamless manner. As long as the process is not changed, there is the ease of replicability. Repeatable tasks constantly get done without any challenges."
"I would recommend using this product; it is very useful, we can automate anything through it, there is much flexibility, and it provides a robust mechanism, which is good."
"Workbench, which is a development tool, is very friendly. It is complete. Compared to Power Automate, Automation Anywhere is much more comprehensive and easy to understand."
"All customers were happy after automating using AA because of the better accuracy, it's easy to develop and manage, and it's easy to manage the orchestrator."
"It is easy to use and very scalable."
"Automation Anywhere has been an integral part of this product's evolution in general. A hindrance that we were faced with was companies who did not have API integrations for Salesforce. This is where RPA and Automation Anywhere came in and helped us with integrating solutions which did not have API integrations within themselves. That's how we've evolved in the past two to three months."
"Compared to other RPA solutions on the market I have worked with, AA surpasses its competitors by far."
"The impact of Automation Anywhere on our organization has been significant; it has helped us save a considerable amount of time, approximately 30% to 40%, in repetitive processes and has improved automation accuracy."
"Sendbird has positively impacted my organization because we do not have to build custom chatbots with code, and we could do no-code deployment, which is simply straightforward."
"Sendbird has positively impacted my organization by giving the users of my product a feeling of community that we wanted to give, which has really increased the app usage time."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Overall, Sendbird is a solid choice if you are looking for a reliable, scalable chat solution without the overhead of building and maintaining your own messaging infrastructure."
"Sendbird is very flexible, and they have made great strides towards optimization."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"Sendbird is really valuable because I was able to create a chat from scratch in two to three days and a custom chat in a week by implementing things from scratch."
"CA Technologies support is excellent."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"The ability to add Additional Information Screens on the fly."
"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"This is really easy solution to scale up and get get going to add new catalog items."
 

Cons

"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."
"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."
"The Excel part needs improvement because we use it as a database. Right now, we are using UiPath for this feature, as that RPA tool allows us to sort, search, and filter in Excel databases."
"There is an issue with the object cloning in Excel. OCR is also not that stable. Image recognition works fine, but not all the time."
"The Control room audit logs should be moved to an archive for those that are more than six months old."
"After implementing, I have seen that some customers are not getting ROI from that, so they are stepping back from using Automation Anywhere."
"Cognitive services and PDF file automation should be refined."
"One thing I dislike about Automation Anywhere is that our process is time-consuming. Since the bot is utilized by that machine and if a long-running task is happening, then another bot may not run and the machine is locked."
"One area that could be improved is the handling and visibility of unread message counts."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"Their teams could be better in sync, as I had a very bad bug wherein all three SDKs had a problematic initialization order that required a bug fix version to be released after 17 email exchanges to finally get them to agree that the fault was on their side, which was pretty painful."
"More analytics tools could be integrated into Sendbird."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"Their pricing is very high compared to competitors, which is a concern for us."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"I thought that there should be the audio and the video call functionality as well."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"Flexibility to customize."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"It loses points because it’s not GUI enough, too code-y."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"We had a lot of issues with non-Windows servers during implementation."
 

Pricing and Cost Advice

"It is reasonable, but it can always be a little bit cheaper."
"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."
"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"Annually, we are paying almost one million reais."
"We have a three-year contract with Automation Anywhere."
"There is an annual license to use the solution."
"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
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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
22%
Manufacturing Company
17%
Financial Services Firm
7%
Media Company
6%
Construction Company
18%
Financial Services Firm
9%
Comms Service Provider
9%
Religious Institution
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise547
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise5
Large Enterprise3
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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 Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quit...
What needs improvement with Sendbird?
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. C...
What is your primary use case for Sendbird?
I have been using Sendbird for approximately two years. I have been using Sendbird mainly for customer communication ...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Sendbird Calls, Sendbird Desk
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Oakwood Systems Group
Find out what your peers are saying about Sendbird vs. Serviceaide ChangeGear and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.