Espressive Barista vs Serviceaide ChangeGear comparison

Espressive and Serviceaide are both solutions in the IT Service Management (ITSM) category. Espressive is ranked #8 with an average rating of 9.3, while Serviceaide is ranked #32. Espressive holds a 0.3% mindshare in ISM, compared to Serviceaide’s 0.4% mindshare. Additionally, 87% of Espressive users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

Espressive Barista

Read 9 Espressive Barista reviews

196 Views
65 Comparison Views

87% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

171 Views
125 Comparison Views

85% willing to recommend

Espressive Barista

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and Espressive Barista are competing products in the IT service management space. Serviceaide ChangeGear holds an advantage in pricing and support services, while Espressive Barista is known for innovative features and value for cost.

Features: Serviceaide ChangeGear offers robust ITIL-based processes, flexible configuration options, and comprehensive reporting tools. Espressive Barista features an AI-driven interface, automating responses and delivering personalized interactions with a focus on AI-driven self-service.

Room for Improvement: Serviceaide ChangeGear could enhance its AI capabilities, improve integration with modern platforms, and offer a more user-friendly interface. Espressive Barista may benefit from simplifying its initial deployment, expanding customization options, and improving setup guidance for non-technical users.

Ease of Deployment and Customer Service: Serviceaide ChangeGear is praised for its straightforward deployment and efficient customer service, requiring less time for integration. Espressive Barista uses cloud-based infrastructure for efficient deployment but can be initially complex. Customer service for Barista is highly responsive, offering expertise but requires more setup time.

Pricing and ROI: Serviceaide ChangeGear offers lower setup costs and a quicker ROI with its cost-effective licensing model. Espressive Barista involves higher initial investment due to AI functionality but delivers long-term efficiency gains, translating to significant value over time with enhanced automation.

To learn more, read our detailed Espressive Barista vs. Serviceaide ChangeGear Report (Updated: November 2024).

Buyer's Guide

Espressive Barista vs. Serviceaide ChangeGear

November 2024

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Categories and Ranking

Espressive Barista

Ranking in Help Desk Software

10th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.8

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

AI-Powered Chatbots (2nd)

Serviceaide ChangeGear

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

32nd

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2024, in the IT Service Management (ITSM) category, the mindshare of Espressive Barista is 0.3%, up from 0.2% compared to the previous year. The mindshare of Serviceaide ChangeGear is 0.4%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Jessica Spates

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

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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it_user347802

Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees

It's provided self-service and automation, notifications, and reporting, although adding group names is a complicated process.

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

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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

"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."

"The most valuable feature is its scalability."

"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."

"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."

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

"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"

More Espressive Barista pros

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

Cons

"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."

"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."

"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."

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

"The knowledge management could definitely be improved."

More Espressive Barista cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

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

"The price for the licensing is fair."

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

"The solution is affordable."

"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."

Information not available

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824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

53%

Manufacturing Company

Healthcare Company

Media Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 ...

See all answers

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Comparisons

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Compared 26% of the time

ServiceNow vs Espressive Barista

Compared 9% of the time

Aisera AI Customer Service vs Espressive Barista

Compared 7% of the time

Inbenta AI Chatbot vs Espressive Barista

Compared 6% of the time

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ServiceNow vs Serviceaide ChangeGear

Compared 100% of the time

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

Espressive Barista

December 2024

Download Espressive Barista product report

Buyer's Guide

IT Service Management (ITSM)

November 2024

Download Serviceaide ChangeGear product report

Also Known As

No data available

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Learn More

Espressive

Serviceaide

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%.

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Sample Customers

Information Not Available

Oakwood Systems Group

Buyer's Guide

Espressive Barista vs. Serviceaide ChangeGear

November 2024

Free Report: Espressive Barista vs. Serviceaide ChangeGear

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824,053 professionals have used our research since 2012.

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