Espressive Barista vs Kayako comparison

Espressive and Kayako are both solutions in the Help Desk Software category. Espressive is ranked #11 with an average rating of 8.6, while Kayako is ranked #40. Espressive holds a 0.4% mindshare in HDS, compared to Kayako’s 0.2% mindshare. Additionally, 87% of Espressive users are willing to recommend the solution, compared to 100% of Kayako users who would recommend it.

Espressive Barista

Read 9 Espressive Barista reviews

272 Views
84 Comparison Views

87% willing to recommend

Kayako

Read 1 Kayako review

103 Views
78 Comparison Views

100% willing to recommend

Espressive Barista

Kayako

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Espressive Barista and Kayako based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2024).

Buyer's Guide

Help Desk Software

September 2024

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Helped 813,161 peers since 2012

Categories and Ranking

Espressive Barista

Ranking in Help Desk Software

11th

Average Rating

8.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (9th), AI-Powered Chatbots (2nd)

Kayako

Ranking in Help Desk Software

40th

Average Rating

8.0

Number of Reviews

Ranking in other categories

Shared Inbox (11th)

Mindshare comparison

As of October 2024, in the Help Desk Software category, the mindshare of Espressive Barista is 0.4%, up from 0.1% compared to the previous year. The mindshare of Kayako is 0.2%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Jessica Spates

Business Services Technology Manager at a recreational facilities/services company with 5,001-10,000 employees

Oct 14, 2022

The bot is easy to update and the solution has good support, but it needs better knowledge management and more integrations

The knowledge management could definitely be improved. There's no easy way to see or understand the information you have in your system by categories and subcategories. Right now, you can search by what your FAQ title is or the questions, but there needs to be improvement so you can understand what workflows and FAQs you have out there by category and subcategory. That would be a lot more beneficial for maintaining it. Right now, you have to look through miss hits and be like, "Oh shoot, we updated that." Or, "That needs to get corrected." If you have a big update that you need to make and you need to go back into all of your conversation history, you need to keep a good record of it on your own.

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reviewer1712472

Operations and Support Manager at a consultancy with 501-1,000 employees

Feb 18, 2022

Flexible, straightforward implementation, and helpful support

We are in the process of switching from Kayako to ManageEngine Desktop Central. We went through a full review of our service desk processing and one of the solutions we purchased was a ManageEngine Desktop Central. When we were looking at the integrations into the Kayako system and how it works, we found that ManageEngine Desktop Central did very similar things. It had better layers of classification, other templating, and additional features that we did not have with Kayako. Our service manager made the decision to switch at that time. My advice to others wanting to implement Kayako would be for them to plan out their service processes first, prior to trying to implement them in the tool. We made the mistake of jumping in too soon back 10 years ago. I started using it in a way that we could have tooled it in a different way to make it better. We could have had more implementation process information to make sure we received what we wanted to out of the solution. I rate Kayako an eight out of ten.

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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 is available to support us instantly as required."

"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."

"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"

"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."

"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."

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

"The most valuable feature is its scalability."

"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."

More Espressive Barista pros

"The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."

Cons

"The reports provided by the solution are not customizable."

"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."

"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."

"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."

"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."

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

More Espressive Barista cons

"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."

Pricing and Cost Advice

"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 price for the licensing is fair."

"The solution is affordable."

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

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

"Kayako is a highly affordable solution."

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Top Industries

By visitors reading reviews

Computer Software Company

55%

Manufacturing Company

Healthcare Company

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Espressive?

The most valuable feature is its scalability.

See all answers

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 ...

See all answers

What needs improvement with Espressive?

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 ...

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Aisera AI Customer Service vs Espressive Barista

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Product Reports

Buyer's Guide

Espressive Barista

October 2024

Download Espressive Barista product report

Buyer's Guide

Help Desk Software

September 2024

Download Kayako product report

Learn More

Espressive

Video not available

Kayako

Overview

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%.

Kayako is a powerful customer service and support platform that gives your team the tools they need to communicate with customers across live chat, email, facebook and twitter.

Our approach brings every interaction your customer has with your business into Kayako and presents your agents with a comprehensive customer journey. This gives your team the context they need to immediately respond and support customers in a way that’s quick, accurate and personal.

Kayako is used by over 130,000 customer support pros in businesses of all sizes around the world, including Peugeot, NASA, Fedex, and GE.

Sample Customers

Information Not Available

Toshiba Canada, Disney, Avast, Namecheap, Texas Tech University

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: September 2024.

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