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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
660
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
6.1
Number of Reviews
13
Ranking in other categories
Help Desk Software (8th), Enterprise Social Software (5th), AI Customer Experience Personalization (2nd), 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

"We have seen increased productivity, because what used to take about two days to finish with laymen doing computer work, a bot can finish within a seven to eight hour time frame, meaning we are removing a lot of man-hours."
"We have been able to reduce our number of FTEs."
"The integration of RPA bots with other processes and documents is good. We don't have any issues there. We could have more connectors, but it's fine. I have used it for SAP and for direct API-to-API, and that went well."
"Overall, we've saved a lot of time, as there's a recent process that we automated which saves around 200 to 300 hours each month, depending on the number of accounts that come in."
"From a manageability perspective, this solution is very good."
"The most valuable feature is the power of AI Technologies involved in Automation Anywhere's IQBot - such as Natural Language Processing, Computer Vision, Fuzzy Logic, and Machine Learning."
"We had an old ERP which required human interactions because of the lack of a system, and what we did is have the robotics read an invoice and plug it directly into our ERP, avoiding the extra steps, saving about an hour-and-a-half a day and 20 percent of an FTE."
"The Excel operations are very good."
"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."
"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 positively impacts my organization by reducing our time to create the chat module for the applications over the web and the Android and iOS mobile applications, allowing us to easily integrate this chat feature with less time."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"Sendbird is a very strong, reliable tool when it comes to real-time communications."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"Sendbird is very flexible, and they have made great strides towards optimization."
"There are many useful features with Sendbird."
"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."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"Improved the effectiveness of my Service Desk Team and improved the SLA timing."
"The ability to add Additional Information Screens on the fly."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"CA Technologies support is excellent."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"This is really easy solution to scale up and get get going to add new catalog items."
 

Cons

"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."
"There is still a way to go for Automation Anywhere where we can see improvement."
"They can provide more features for desktop application automation. They don't have extensive capabilities for automating desktop applications."
"We experienced continuous bot disconnections in our environment."
"Citrix is only in the development stage. Automation Anywhere could put some time into improving this more."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up. We had one that got to 200K, and it bogged our whole machine down. We couldn't figure out what was going on until we found out that we had a 200K file sitting out there. We would like some sort of maintenance on the log files going forward."
"In the next release, once the bot is triggered, the system should always recognize the active state and not prompt the user to log in again before the bot finishes all of its tasks."
"One way Automation Anywhere can be improved is in ticketing."
"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."
"For Sendbird to be improved, I would say creating more multi-platform SDKs is essential."
"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."
"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."
"Sendbird can be improved by looking into the app ID and improvements on a daily basis."
"To improve Sendbird, it could provide features such as those in WhatsApp, including allowing users to share their current location and live location, and enabling users to keep and share their current status with others."
"Their pricing is very high compared to competitors, which is a concern for us."
"It loses points because it’s not GUI enough, too code-y."
"Flexibility to customize."
"I would love to see better two-factor authentication as that would really help us and make a big difference."
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"We had a lot of issues with non-Windows servers during implementation."
"Usability for IT analysts could be improved."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
 

Pricing and Cost Advice

"The licensing fees are approximately $10,000 USD for between five and ten users."
"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."
"The price of this product is good."
"The cost is anywhere between $10,000 and $100,000."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"This is a value for the money product."
"The price is very reasonable."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
Construction Company
22%
Manufacturing Company
14%
Comms Service Provider
10%
University
7%
Construction Company
21%
Outsourcing Company
10%
Comms Service Provider
9%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
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?
Compared to other chat providers, Sendbird is not that expensive to integrate and this cost is very low.
What needs improvement with Sendbird?
To improve Sendbird, it could provide features such as those in WhatsApp, including allowing users to share their cur...
What is your primary use case for Sendbird?
My main use case for Sendbird is chat with one-to-one persons or group chat, and with other features like audio calli...
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Earn 20 points
 

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

Demo not available
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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: August 2026.
909,725 professionals have used our research since 2012.