Kore.ai vs ServiceNow Virtual Agent comparison

The compared Kore.ai and ServiceNow solutions aren't in the same category. Kore.ai is ranked #7 in AIAB , with an average rating of 7.9, and holds a 2.9% mindshare in the category. ServiceNow is ranked #1 in AIPC , with an average rating of 8.5, and holds a 4.2% mindshare. Additionally, 93% of Kore.ai users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

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Executive Summary

We performed a comparison between Kore.ai and ServiceNow Virtual Agent based on real PeerSpot user reviews.

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June 2026

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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

Automation Anywhere

Mindshare comparison

AI Agent Builders Mindshare Distribution
Product	Mindshare (%)
Kore.ai	2.9%
n8n	13.3%
Azure AI Foundry	10.5%
Other	73.3%

AI Agent Builders

AI-Powered Chatbots Mindshare Distribution
Product	Mindshare (%)
ServiceNow Virtual Agent	4.2%
Poe	4.2%
Claude for Enterprise	4.1%
Other	87.5%

AI-Powered Chatbots

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Judin Augustin

Associate Data Scientist at Guide House

Automation has reduced large call centers and provides real-time outbound support for patients

Kore.ai is a low-code platform, and you do not necessarily have to be an expert in artificial intelligence or generative AI to use this platform. However, if you have that experience, it will be a valuable add-on. The main advantage is that it has almost every kind of plugin available to use, whether for live agents or if you want to use it as a call center. You have real-time capabilities and the most useful plugins available, with almost every kind of model available with configurations. We can configure the ML models and train them. The platform is very user-friendly with explanatory features and a great UI. One significant feature is the live testing platform with Kore.ai. When you are creating a workflow, you have an interactive, real-time testing platform that reflects every change you make. This makes it easy to debug errors or add new features. Additionally, Kore.ai has many different tools and platforms that cater to different needs, whether for a call center, normal workflow, or machine learning workflow, which is really useful. Because of Kore.ai, it was much easier than creating something manually. A low-code platform always helps, and when that platform has this much capability, it provides far more value than manual development. It was particularly helpful for our team that we could create a POC and get that project into production. Kore.ai helped our team build a generative AI outbound calling chatbot, and it truly helped our customers. If you have a hospital with a thousand employees in a call center, you might consider outsourcing. However, with Kore.ai's outbound calling capabilities, you can eliminate the outsourcing part. You do not need a thousand call center employees. You can accomplish this through automation with just one or two employees if people need to switch to agents. This represented a significant cost reduction.

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KaustubhPartha

Business Process Consultant at Advance Solutions

Virtual agent has transformed support workflows and saves employees valuable time every day

The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow. There are administrators and end users. What happens with end users is that if your screen is open with the service portal and ServiceNow Virtual Agent on your screen, you do get your notifications. But if you accidentally close the window or the browser and start to work on something else, even if ServiceNow Virtual Agent responds, the notification is not sent to that person. ServiceNow has changed the game by bringing Now Assist and other AI related aspects where they have leveled up on the virtual agent capability. I would say that ServiceNow Virtual Agent as an individual entity can be improved in certain aspects. The biggest improvement needed for ServiceNow Virtual Agent is that it is currently only available on the service portal. If a person logs into ServiceNow and they are a fulfiller, in order to access ServiceNow Virtual Agent, they will have to open their service portal and keep it open until they receive the notifications. If ServiceNow Virtual Agent is available on the classic UI itself, the moment any fulfiller logs into ServiceNow, they do not have to additionally go on to the portal. That would be more helpful and would save some time. ServiceNow in general is doing a good thing across all the modules. I do not have any negative feedback to provide. The whole AI thing that has come after the Xanadu upgrade and then the Zurich upgrade, things are slowly improving and the way ServiceNow is building the build agent and other aspects, I do expect some really interesting and innovative features in the next year from the Australia release.

Read full review

Quotes from Members

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

Pros

"There are many features of Automation Anywhere that were found to be most valuable like WLM, PDF integration, Advanced Excel Commands, Terminal Emulator and its commands, Interactive Forms building features of A2019 which helped us in developing UI for our front office automation and integrate it with multiple rest APIs."

"The training and resources for this tool are very good, they are so simple that anyone can easily learn it, and one of the tool values is its ease of use."

"We had some business users who created their first bot four weeks back, and they were thrilled; it was very easy for them because of the drag and drag, and they understood the process very well."

"I like the OCR feature, where we can capture information from PDFs."

"The most valuable feature of Automation Anywhere is the unattended mode bots, because we don't need to go and look at what they're doing. They just go by themselves."

"We found that RPA with additional AI capabilities, such as machine learning and Computer Vision, can enable the organization to augment existing business operations by creating efficiencies and improving the accuracy of data to be processed, without changing too much of the existing system."

"The product has saved us a lot of time by reducing manually tasks, like entering data into Excel."

"For the cash and bank reconciliation, we brought down amount of days it takes to do the reconciling and announcing the results; previously, it took 10 to 15 days, now it takes two days."

More Automation Anywhere pros

"The best feature of Kore.ai is that it is a cost-saving tool because when we use IVR, we have to assign agents at the backend, but using Kore.ai, we can automate all of those functions."

"Kore.ai helps in operational efficiency and faster time-to-market, which is development velocity."

"Kore.ai has positively impacted our organization by reducing error rates from around fifteen to twenty percent to just two to three percent after implementation."

"Kore.ai has positively impacted my organization by helping us build intelligent chatbots and incorporating voice agents, enabling various clients to adopt these solutions, which have been revolutionary for their businesses."

"Kore.ai has positively impacted my organization by simplifying the process of responding to emails and streamlining the workflow, saving me considerable time."

"Because of Kore.ai, it was much easier than creating something manually, and when that platform has this much capability, it provides far more value than manual development."

"It impacted my organization by helping us move into being AI-native, and it helped a lot to show other clients that we have worked in AI."

"The positive impacts we have seen include expected reductions in average handle time, which is typically around 40 to 50 percent for any BFSI industry use case."

More Kore.ai pros

"If you want to decrease the pressure on your service desk team, the best solution is ServiceNow Virtual Agent."

"First and foremost, I do not have to focus too much on development, as it is an already ready-made offering that I can use and develop, and the LLM is quite mature and intelligent to provide answers, so the implementation time is also not too high and the results are good."

"Virtual Agent gives us connectivity that can reach out to any middleware."

"For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot."

"We had a total reduction of calls to the service desk of around 25% in costs, before we'd even completed the integration, despite that not being our main goal."

"What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution."

"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply."

"Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint."

More ServiceNow Virtual Agent pros

Cons

"The key area where improvement can happen is understanding the different perspectives and different industries that they're serving in terms of industry-wise use cases."

"It is a bit wonky with HTML when I'm working with it. There are times when it's not able to detect the technology that we are using. I don't know whether it's an Automation Anywhere issue or an internal issue. I want it to work smoothly with more technologies."

"There are a few features that we would love to have: running on the cloud, running on Linux, out of the box integration availability with larger ecosystems like Salesforce, Workday, or Microsoft."

"I would rate Automation Anywhere's support a four out of ten because the support is horrible for all customers."

"The Automation Anywhere University courses have helped us, but it could improve some things, like how the courses are designed."

"We are still hoping to see improvements in its ability to have the client answer automatically and reconnect when Windows updates are applied."

"Better use case management to prevent each development from scratch would be an improvement."

"With Oracle and ServiceNow, there seem to be challenges. With SAP, it worked very well."

More Automation Anywhere cons

"The two points I deduct relate to the integrations, which were not as extensive as I initially expected."

"Customer support is where Kore.ai has significant room for improvement. Post-implementation support is a particularly discouraging aspect for me."

"Customer support is okay, I guess. We get what we want from them whenever there is an issue or something, but sometimes when we had issues, it was delayed a lot."

"Kore.ai can be improved by enhancing their documentation, which is currently a bit disorganized."

"One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software."

"To improve Kore.ai, I suggest focusing on more agentic automation, such as offering MCP kind of features with an orchestration layer for use cases."

"In support, the team is not the greatest, but it works."

"I would suggest incorporating pre-recorded videos in the tutorials and enhancing the documentation area to make it more user-friendly."

More Kore.ai cons

"Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?""

"The only concern about ServiceNow Virtual Agent is that it helps in the notification, but in most companies, employees do not always work on ServiceNow."

"I'm not giving ServiceNow Virtual Agent a higher score, such as eight, nine, or ten, because it's still pretty new and needs to be more mature. I didn't find the AI and machine learning features great, so there's a possibility that your chatbot would only give or show the correct answers sometimes."

"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language."

"I am the owner and architect in the company with regard to permissions so everyone goes through me to manage their flows. If I could change the permissions so each department could see its own flows, it would simplify a lot in the process."

"ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher version of ServiceNow Virtual Agent."

"Lacks integration with AI search or any enterprise search machine."

"They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot."

Pricing and Cost Advice

"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."

"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."

"The licensing cost is approximately $4,000 USD, which is a seed license."

"As our team size increases, we may get some more licenses for the tool."

"The pricing for Automation Anywhere is reasonable."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

More Automation Anywhere pricing and cost advice

Information not available

"ServiceNow Virtual Agent was included in my company's basic ServiceNow package, so when you get a ServiceNow license, you can use ServiceNow Virtual Agent for free."

"Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it. You don't have to pay extra for the ServiceNow Virtual Agent license. So, there's no extra cost."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Construction Company

12%

Manufacturing Company

12%

Outsourcing Company

Financial Services Firm

Manufacturing Company

22%

Computer Software Company

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	3
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	1
Large Enterprise	5

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Kore.ai?

The experience with pricing, setup cost, and licensing of Kore.ai is that the price is low, and the licensing is also...

See all answers

What needs improvement with Kore.ai?

Kore.ai could be improved by adding more features, such as call flow automation in addition to chatbots, which would ...

See all answers

What is your primary use case for Kore.ai?

I develop chatbots using Kore.ai. I developed a travel assistant using Kore.ai that books tickets, cancels tickets, o...

See all answers

What is your experience regarding pricing and costs for ServiceNow Virtual Agent?

I do not know the cost breakdown. I am not at the level that deals with the cost of ServiceNow offerings.

See all answers

What needs improvement with ServiceNow Virtual Agent?

ServiceNow Virtual Agent can definitely be improved. ServiceNow has already deployed Now Assist, which is the higher ...

See all answers

What is your primary use case for ServiceNow Virtual Agent?

Samples can include situations where a user loses their password and needs to reset it. ServiceNow Virtual Agent can ...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

NICE CXone vs Kore.ai

Compared 11% of the time

Sierra vs Kore.ai

Compared 10% of the time

AGAT Software Pragatix AI Firewall vs Kore.ai

Compared 9% of the time

Ada vs Kore.ai

Compared 9% of the time

Glean Platform vs Kore.ai

Compared 3% of the time

More Kore.ai Competitors

Moveworks vs ServiceNow Virtual Agent

Compared 12% of the time

Aisera AI Customer Service vs ServiceNow Virtual Agent

Compared 9% of the time

Contextual AI vs ServiceNow Virtual Agent

Compared 7% of the time

Espressive Barista vs ServiceNow Virtual Agent

Compared 7% of the time

Tryvium Desk vs ServiceNow Virtual Agent

Compared 6% of the time

More ServiceNow Virtual Agent Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Kore.ai

June 2026

Download Kore.ai product report

Buyer's Guide

ServiceNow Virtual Agent

May 2026

Download ServiceNow Virtual Agent product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Virtual Assistant, Passage AI

Interactive Demo

Automation Anywhere

Demo not available

Kore.ai

Demo not available

ServiceNow

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Kore.ai provides advanced tools like Agent Desktop and Agent Co-pilot, designed to handle vast data volumes and improve efficiency. The platform integrates seamlessly with APIs and channels, supports multi-language capabilities, and offers real-time testing.

Kore.ai offers robust solutions for sectors like healthcare and aviation, enabling efficient ML model configuration and generative AI chatbot development. While there's room for improvement in language detection and scalability, particularly with Azure, Kore.ai excels in integrating with Microsoft ASR, TTS, Cloud Anthropic, and OpenAI, enhancing performance in industries such as insurance and healthcare. Users see potential in extending capabilities with advanced models like Claude or Anthropic. The post-implementation support could improve to match competitor offerings, and more comprehensive documentation is needed.

What are the key features of Kore.ai?

Agent Desktop: Streamlines customer interactions and reduces handle time
Agent Co-pilot: Assists agents with data handling and task efficiency
Advanced API Integration: Ensures seamless connectivity across platforms
Real-time Interactive Testing: Facilitates immediate testing and feedback
Low-code Configurator: Simplifies chatbot development and ML configuration

What benefits should users look for?

Operational Efficiency: Improved task handling and reduced costs
Scalability: Well-suited for diverse applications, though needs enhancement on Azure
Language Support: Global reach with multilingual features
Improved Customer Satisfaction: Enhanced interaction quality and faster resolutions

Kore.ai finds applications in banking, aviation, and automotive, facilitating real-time transactions, ticket booking, and customer feedback measurement. It is instrumental in creating AI chatbots for HR and customer services. Industries such as insurance and healthcare benefit from its capabilities in policy tracking and implementation, leveraging integrations with Microsoft ASR, TTS services, and OpenAI for superior chatbot functionality.

Kore.ai

ServiceNow Virtual Agent offers customizable conversational flows for workflow management, automating routine IT tasks, and significantly reducing service desk workload to enhance user satisfaction with deep search capabilities and improved response times.

ServiceNow Virtual Agent integrates a low-code platform that efficiently manages workflows through customizable conversational flows. It automates routine IT tasks such as password resets and ticket status checks, saving time and resources by decreasing service desk workloads by up to 60%. The intuitive design leverages advanced natural language processing to resolve customer queries, enhancing user experiences with swift response times. Its robust functionalities provide seamless integration with external systems, optimizing incident management and service catalog processes. While improvements in AI search integration, multilingual support, and permissions management could augment its capabilities, regular updates are anticipated to introduce innovative features.

What are the key features of ServiceNow Virtual Agent?

Customizable Conversational Flows: Create tailored workflows for specific needs, enhancing efficiency.
Automated IT Task Management: Streamline routine tasks like password resets, reducing manual workload.
Low-Code Integration: Simplifies integration with external systems for seamless operations.
Enhanced Response Times: Deep search and intuitive design ensure fast, accurate customer assistance.
Process Automation: Automate processes, saving time and reducing resource expenditure.

What benefits or ROI should be looked for in reviews?

Reduced Workload: Service desk workload reduction by up to 60% increases operational efficiency.
Improved User Satisfaction: Quick response and high accuracy enhance overall user experiences.
Time and Resource Savings: Automation and process integration minimize manual interventions.
Seamless Integration: Connects effortlessly with external systems for comprehensive service management.

In IT departments, ServiceNow Virtual Agent is primarily deployed to optimize support functions by automating repetitive tasks such as password management and incident resolution. Many industries leverage its capabilities to provide end-users with efficient self-service options and support integration with external systems, improving overall service delivery.

ServiceNow

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Leading banks & Enterprise Companies

MGM,Novant Health

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