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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
8.4
Reviews Sentiment
6.9
Number of Reviews
216
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

"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."
"The solution is available to support us instantly as required."
"I like Expressive Barista's integration with Microsoft Teams."
"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."
"Its ability to recognize phrases has gotten smarter over time."
"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."
"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."
"It allows us to filter the data, create graphs, and get detailed reports."
"Easy to integrate with third-party applications."
"The solution has a user-friendly interface."
"It is robust and very user-friendly."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
 

Cons

"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."
"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."
"I would like to see the continued expansion of all of the automation capabilities."
"The reports provided by the solution are not customizable."
"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."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Very expensive."
"It's missing monitoring capabilities."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"Licensing costs are very high."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version.  The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"They could improve license management, particularly when integrating different applications or toolsets."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
 

Pricing and Cost Advice

"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."
"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 cost is quite high."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"It has a higher cost compared to local/regional solutions."
"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
"Certainly, from a product-platform perspective, the price is not too bad."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"I would say it is moderately expensive, ranging from six to seven on a scale of ten."
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Top Industries

By visitors reading reviews
Computer Software Company
51%
Manufacturing Company
9%
Healthcare Company
7%
Retailer
4%
Educational Organization
28%
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: February 2025.
844,944 professionals have used our research since 2012.