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Kore.ai vs Zendesk Messaging comparison

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Comparison Buyer's Guide

Executive Summary

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Kore.ai
Average Rating
7.8
Number of Reviews
16
Ranking in other categories
AI Agent Builders (7th), AI Customer Experience Personalization (7th), AI Security (8th), AI Customer Support (2nd), AI IT Support (7th)
Zendesk Messaging
Average Rating
9.0
Number of Reviews
3
Ranking in other categories
Text Messaging (5th), Live Chat (4th)
 

Mindshare comparison

AI Agent Builders Mindshare Distribution
ProductMindshare (%)
Kore.ai3.4%
n8n11.3%
Microsoft Foundry9.4%
Other75.9%
AI Agent Builders
Live Chat Mindshare Distribution
ProductMindshare (%)
Zendesk Messaging6.9%
LiveChat14.5%
ChatX Live Assist 3659.2%
Other69.4%
Live Chat
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Judin Augustin - PeerSpot reviewer
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.
Jairo Vega - PeerSpot reviewer
Technical Support Engineer/ QA at a computer software company with 11-50 employees
Unified chat and ticket history has improved 24/7 global support efficiency and reduced contacts
I believe the best feature in Zendesk was in the chat; it allows you to seamlessly change between having, for example, a ticket and a client opening a chat, and all this information is saved in the same ticket. You don't have to create different tickets for different features. Everything was on the same ticket, making it easy to follow the history of the client, regardless of whether they first sent an email, then a chat, then something else. That was our main feature, and it was a really good feature that I liked the most. On the chat, we automated it, and we actually get really great results with Zendesk. We ended up lowering the customer contact rate thanks to the automations that we generated, connecting them to our help articles. The bot was connected to our help articles and it reflected around 12% of the incoming tickets, so that was super good because we wanted to make the creation rate of tickets as low as possible per customer.

Quotes from Members

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

Pros

"Customers also are looking for the kinds of solutions that help enable their workforces to be more effective."
"Since it has capabilities to integrate with third-party applications easily, it makes the life of an automation engineer very easy."
"The solution is easy to learn and with it, it's easy to replicate knowledge."
"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."
"Automation Anywhere has a great learning curve, and we have automated processes through bots that ease our work by handling repetitive tasks and minimizing effort and work inefficiencies."
"All RPA tools used in the market have similar features and aspects that can be developed, however, specifically for Automation Anywhere, the ready-to-use templates which can be used as plug and play are a great feature."
"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."
"The feature I appreciate the most about Automation Anywhere is the interface."
"Kore.ai helped us integrate a lot through documentation and trial and error, making it straightforward to integrate overall, resulting in a very good experience for first-timers."
"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."
"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 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 being a big money saver because before having our chatbot, the use case was that every time some of our customers needed help, they used to call a number."
"Kore.ai offers multiple support and services, including API integration, webhook integration, and multiple channels, making it easy to design your own layout, integrate with multiple channels and webhooks, deploy quickly, and track any errors that occur, so it is a good way to start and easy to learn."
"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."
"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."
"We like the mobile application, which allows us to provide a faster response to the customer."
"Stability-wise, this product is outstanding."
"On the chat, we automated it, and we actually get really great results with Zendesk."
"Zendesk Messaging would be recommended to other companies."
 

Cons

"With respect to the user interface, everything works well, but the community expects more clear documentation with respect to use cases and end-to-end use cases, so one can understand how to handle these scenarios effectively."
"Automation Anywhere is troublesome for some people because of the way it is organized."
"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."
"The technical support needs improvement."
"Their bot runners could be made to handle multiple payloads at the same time because if I want to run multiple parallel operations, the number of bot runners that I have to buy just keeps increasing. It is adding to the cost. However, there is a possibility that we don't need that many bot runners, and we can run multiple operations in a bot runner. This would be a great addition to have."
"Regarding the pricing, I think it's high, and it's the same for the setup cost and licensing."
"The Automation Anywhere Control room component features can be improved, as of now it contains too many roles and rules which makes it confusing to use it."
"This solution should be more user-friendly so that our clients can take a bot that we have developed for them, and then run it by themselves."
"Customer support is where Kore.ai has significant room for improvement. Post-implementation support is a particularly discouraging aspect for me."
"Kore.ai can be improved by enhancing their documentation, which is currently a bit disorganized."
"I choose 7.5 out of 10 for Kore.ai because a few things already need to be improved, one of which I have mentioned."
"One thing I have learned is the unpredictability of LLMs and how buggy Kore.ai is as a software."
"The two points I deduct relate to the integrations, which were not as extensive as I initially expected."
"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."
"I would suggest incorporating pre-recorded videos in the tutorials and enhancing the documentation area to make it more user-friendly."
"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."
"We would like to have auto-templates for TT closure and TT updates."
"AI capabilities could be improved, as that is something everyone is trying to integrate now to automate more effectively."
"I believe they could implement AI in a better way for Zendesk Messaging."
 

Pricing and Cost Advice

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"I think it's $5,500 per license."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."
"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 recently launched a Community Edition, which is okay, but they should have done this a long time ago."
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Outsourcing Company
12%
Manufacturing Company
12%
Construction Company
11%
Retailer
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise14
No data available
 

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...
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...
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.
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...
What needs improvement with Kore.ai?
Kore.ai could be improved by offering more in-depth trainings and assignments with the platform itself so that anyone...
What is your primary use case for Kore.ai?
Kore.ai is designed to create AI chatbots for agents working with clients, integrating agents for their main duties. ...
What needs improvement with Zendesk Chat?
I believe they could implement AI in a better way for Zendesk Messaging. Right now, there is an AI, but it's not to t...
What is your primary use case for Zendesk Chat?
We tried to implement a 24/7 kind of global support with Zendesk, so we enabled Talk and enabled chat and ticketing, ...
What advice do you have for others considering Zendesk Messaging?
We're mostly based on data, and we do not engage in workload automation or testing. Right now, we use Linear in addit...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Zendesk Talk
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Leading banks & Enterprise Companies
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about UiPath, Microsoft, n8n.io and others in AI Agent Builders. Updated: October 2026.
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