Agiloft Service Desk Suite vs Espressive Barista comparison

Agiloft and Espressive are both solutions in the Help Desk Software category. Agiloft is ranked #42, while Espressive is ranked #15 with an average rating of 9.3. Agiloft holds a 0.3% mindshare in HDS, compared to Espressive’s 0.5% mindshare. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 87% of Espressive users who would recommend it.

Agiloft Service Desk Suite

Read 2 Agiloft Service Desk Suite reviews

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70 Comparison Views

100% willing to recommend

Espressive Barista

Read 9 Espressive Barista reviews

244 Views
86 Comparison Views

87% willing to recommend

Agiloft Service Desk Suite

Espressive Barista

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Agiloft Service Desk Suite and Espressive Barista compete in the service management solutions category. While both offer unique advantages, Espressive Barista holds a slight edge due to its innovative AI-driven features that enhance productivity.

Features: Agiloft Service Desk Suite provides customizable workflows, comprehensive ticket management, and robust automation capabilities. Espressive Barista features AI-driven self-service, natural language processing, and quick query resolution.

Ease of Deployment and Customer Service: Agiloft offers flexible deployment options, including on-premise and cloud, with extensive customer support and training. Espressive focuses on cloud-based rapid deployment, minimizing IT involvement and featuring intuitive self-service.

Pricing and ROI: Agiloft Service Desk Suite offers competitive pricing with scalable options, highlighting long-term ROI through customization. Espressive Barista, while potentially more expensive upfront, emphasizes ROI through efficiency gains from AI-driven interactions.

To learn more, read our detailed Agiloft Service Desk Suite vs. Espressive Barista Report (Updated: April 2025).

Buyer's Guide

Agiloft Service Desk Suite vs. Espressive Barista

April 2025

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Helped 847,646 peers since 2012

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

Agiloft Service Desk Suite

Ranking in Help Desk Software

42nd

Average Rating

9.6

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Espressive Barista

Ranking in Help Desk Software

15th

Average Rating

8.8

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (14th), AI-Powered Chatbots (3rd)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.3%, up from 0.2% compared to the previous year. The mindshare of Espressive Barista is 0.5%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Matt Gibson

Project Executive at GT Services LLC

Our customer service and productivity have increased in quality and quantity since using this product

Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.

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Jim Lobao

Senior Manager for End User Support Services at Five9

Has helped enhance our support ability, reduced our resolution time, and reduced our service desk costs

Espressive Barista's natural language processing and conventional AI still have room for improvement. We haven't yet found anything that resembles true AI that can learn autonomously without human intervention. However, Barista does help us identify and address some of these areas, allowing my team to step in and create intents and responses to questions. When a user asks a question that Barista doesn't immediately understand, we can recognize the pattern, capture it, and link it to a common intent. This is highly beneficial for acquiring such data, but it's a reactive approach and still requires curation. Natural language processing still has some way to go. One of our challenges is that our internal employees haven't yet adopted a natural way of interacting with Barista. Getting people to be concise and to the point, rather than being verbose as if they were interacting with a human, has been an ongoing challenge. While they may feel comfortable being conversational in Slack, expecting a human-like response, Barista is a different entity. Barista isn't interested in their recent vacation; it just wants to know they're locked out of their account. So, some users may assume Barista understands their intent when they say, "I'm back from vacation and locked out of my account." Barista, however, may interpret this as a request for the holiday schedule. Therefore, we're gradually educating our users to adapt their communication style for better success with Barista. Conversely, we desire Barista to adapt its behavior based on the interaction, the language used, and the way people communicate. I wholeheartedly desire an AI that can continuously learn and adapt to our organization's evolving needs. This is the most challenging aspect, as it involves understanding our organization's terminology, procedures, and toolsets. We've made significant progress in this area. However, from an NLP standpoint, we still face challenges with our nearly 3,000 Slack channel users, each with their unique communication styles. People ask questions in various ways, and sometimes there are misunderstandings. They want to interact with us naturally. However, we still struggle with natural language processing. People don't always realize that the bot is a virtual agent designed to be concise and efficient. Sometimes, less is more. It's been a difficult transition for people to grasp that they're conversing with a virtual agent, not a human. They still expect human-like interactions, such as discussing their weekend or holidays or simply pasting screenshots of errors. However, the bot can't interpret screenshots. If they provide the error code and some context about the application, the bot can better understand the issue. So, the key challenge is bridging the gap between human expectations and the bot's capabilities in terms of natural interaction.

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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

"Our customer service and productivity have increased in quality and quantity since using this product."

"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."

"We have the ability to alter phrases, create new phrases, or enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need."

"The solution is available to support us instantly as required."

"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."

"I like Expressive Barista's integration with Microsoft Teams."

"Its ability to recognize phrases has gotten smarter over time."

"Our developers have used the Barista Control Center to extend the platform by adding content, and they've found it fairly easy to do and manage"

"The most valuable feature is its scalability."

More Espressive Barista pros

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."

"I would like to see the continued expansion of all of the automation capabilities."

"Espressive Barista's natural language processing and conventional AI still have room for improvement."

"The knowledge management could definitely be improved."

"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."

"My only comment would be if they wanted to use this as an IT service management tool, maybe they could think about Barista making tickets and having change management and problem management capabilities."

"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."

"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."

"What would make things easier is more detail, out of the box, about what is helping out of the box. We're struggling a little bit to get that data. We want more information about what Barista has brought in that the employees are using, out of the box. We want more visibility into the things that we ourselves haven't done the interaction for."

More Espressive Barista cons

Pricing and Cost Advice

"Agiloft has by far the best entry point for both cost and learning curve."

"After about six months, we started making a return on our investment at more than 300%."

"The price for the licensing is fair."

"The pricing isn't overly burdensome. It's going to be interesting to see how new models come in with new capabilities but, as it is, as a base system, it's pretty good."

"The solution is affordable."

"It is expensive. It's not a cheap thing."

"User-based licensing has been working well for us, and we believe we are deriving significant value from it."

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Top Industries

By visitors reading reviews

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Computer Software Company

51%

Manufacturing Company

Healthcare Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about Espressive?

The most valuable feature is its scalability.

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What is your experience regarding pricing and costs for Espressive?

Espressive has been very accommodating in trying to meet our needs and adapt to our current situation. User-based licensing has been working well for us, and we believe we are deriving significant ...

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What needs improvement with Espressive?

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Comparisons

No data available

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Compared 24% of the time

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Compared 11% of the time

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Product Reports

Buyer's Guide

Help Desk Software

March 2025

Download Agiloft Service Desk Suite product report

Buyer's Guide

Espressive Barista

April 2025

Download Espressive Barista product report

Overview

Top rated by analysts and users

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.

Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.

With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.

“Agiloft is one of the most caring and responsive vendors that I have ever worked with”

— Dave Ross, Cal Poly

Get more information | Try it now | Request a demo

What Makes Us Different

Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
Available both as a hosted cloud solution and as an in-house deployment.
Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
One affordable price that includes all features and functionality. No hidden fees, no surprises.

Agiloft

Barista, Espressive’s innovative virtual support agent (VSA) platform, takes on the role of the service agent, bringing the best of human experience with the best of artificial intelligence. Leveraging a proprietary and domain-specific large language model (LLM), the Employee Language Cloud, as well as integration with generalized LLMs, Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%.

Espressive

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies

Information Not Available

Buyer's Guide

Agiloft Service Desk Suite vs. Espressive Barista

April 2025

Free Report: Agiloft Service Desk Suite vs. Espressive Barista

Find out what your peers are saying about Agiloft Service Desk Suite vs. Espressive Barista and other solutions. Updated: April 2025.

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