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Espressive Barista vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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

Espressive Barista
Ranking in Help Desk Software
15th
Ranking in IT Service Management (ITSM)
14th
Average Rating
8.8
Reviews Sentiment
7.2
Number of Reviews
9
Ranking in other categories
AI-Powered Chatbots (3rd)
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
217
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Espressive Barista is 0.3%, up from 0.1% compared to the previous year. The mindshare of ServiceNow is 24.2%, down from 27.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Jim Lobao - PeerSpot reviewer
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.
Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

Quotes from Members

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

Pros

"I like Expressive Barista's integration with Microsoft Teams."
"The most valuable feature is its scalability."
"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"
"Its ability to recognize phrases has gotten smarter over time."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"The solution is available to support us instantly as required."
"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."
"ServiceNow was the first true enterprise to service management platform."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
 

Cons

"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"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."
"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."
"I would like to see the continued expansion of all of the automation capabilities."
"The knowledge management could definitely be improved."
"The reports provided by the solution are not customizable."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"Direct support from ServiceNow is not very good. Most of the support comes from partners, and customers heavily rely on them."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"There is a need for bug or error tracking in ServiceNow."
"The interface can be a bit more intuitive."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The solution’s user interface could be improved and given a better design."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
 

Pricing and Cost Advice

"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."
"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."
"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
"They could be more competitive with their licensing."
"Getting the solution up and running is expensive."
"ServiceNow is an expensive solution."
"It is fairly expensive."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"It is an expensive platform."
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Top Industries

By visitors reading reviews
Computer Software Company
51%
Manufacturing Company
9%
Healthcare Company
7%
Retailer
4%
Educational Organization
27%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

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.
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 ...
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 ...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Overview

 

Sample Customers

Information Not Available
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about Espressive Barista vs. ServiceNow and other solutions. Updated: April 2025.
848,576 professionals have used our research since 2012.