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Espressive Barista vs SimpleWorks Enterprise Chatbot comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Espressive Barista
Ranking in AI-Powered Chatbots
2nd
Average Rating
8.8
Number of Reviews
9
Ranking in other categories
Help Desk Software (10th), IT Service Management (ITSM) (8th)
SimpleWorks Enterprise Chatbot
Ranking in AI-Powered Chatbots
18th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the AI-Powered Chatbots category, the mindshare of Espressive Barista is 6.9%, up from 6.5% compared to the previous year. The mindshare of SimpleWorks Enterprise Chatbot is 0.6%, down from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
AI-Powered Chatbots
 

Featured Reviews

Jim Lobao - PeerSpot reviewer
Nov 21, 2023
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:
 

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."
"User-based licensing has been working well for us, and we believe we are deriving significant value from it."
"The solution is affordable."
"It is expensive. It's not a cheap thing."
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Top Industries

By visitors reading reviews
Computer Software Company
55%
Manufacturing Company
7%
Healthcare Company
5%
Media Company
4%
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.
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 ...
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Sample Customers

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ICC commercial crime services, Fair First insurance, Union Assurance, Reliance Foundation, KARVY
Find out what your peers are saying about ServiceNow, Espressive, Darktrace and others in AI-Powered Chatbots. Updated: October 2024.
814,763 professionals have used our research since 2012.