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Leena AI vs Zendesk 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
6.9
Number of Reviews
662
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 (1st), AI Procurement & Supply Chain (1st)
Leena AI
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
4
Ranking in other categories
Help Desk Software (21st), AI-Agents for HR (4th), AI IT Support (17th), AI Procurement & Supply Chain (5th)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
69
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (6th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (9th), AI IT Support (4th)
 

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.
AP
Human Resource Manager at a manufacturing company with 5,001-10,000 employees
Chatbot has organized HR queries and has improved employee experience and self-service
The best feature that Leena AI offers is that it improves daily. Everything is improving with Leena AI, especially with enhancements in integrations, analytics, and the addition of AI in chatbots that help personalize content and provide relevant answers to end users based on past experiences from other companies. I worked in Human Resources and managed only the human resources section of Leena AI. Currently, Leena AI has also onboarded smart integration with WhatsApp, Teams, and Outlook, which is a valuable feature to have. Leena AI has positively impacted my organization since I implemented it in 2022 during COVID, as it organized messages from management and recruiters for 25,000 employees, helping to check their wellbeing while circulating important messages. After implementing Leena HR chatbot recently, workflows were streamlined. Queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience. The improvements include an increase in resolution times. Since Leena AI is a growing chatbot, information that was previously scattered is now centralized, improving employee experience from 70% to 90% according to our survey.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Quotes from Members

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

Pros

"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."
"We have automated a few processes, which take four to five hours to do manually, and when we automated these processes that time became less than one hour with RPA."
"It helps improve performance and helps companies save time and money."
"My clients have seen tremendous value when it comes to automating business processes, and the robust nature of the application allows them to scale their business processes pretty quickly."
"The best features of Automation Anywhere include the user interface, which is quite easy to use now compared to its previous versions that were more difficult, and all code is visible during coding, showing what is going ahead and what follows in the code, which is not available in other RPA tools such as UiPath, making it a standout feature."
"Automation Anywhere is a ten out of ten."
"Automation Anywhere has lots of features, some of them are accuracy increases, time consumption reduced, scalability. Automation Anywhere does not require a strong knowledge of programming languages. The dashboard is user-friendly."
"We are automatizing redundant activities, releasing employees to do value-added activities."
"After implementing Leena HR chatbot recently, workflows were streamlined, queries that previously took five, six, or ten days to resolve are now managed under SLA, significantly improving employee experience."
"Leena AI has impacted my organization positively because its cost management is low, its responses are faster, and it scales easily."
"Leena AI has positively impacted my organization by improving the efficiency of employees who were earlier not aware where to go to submit their HR-related queries."
"Leena AI has positively impacted my organization by improving employee productivity through automating repetitive HR, IT, and finance tasks, so instead of employees writing and waiting for support teams, they receive instant assistance through AI, which reduces response time, lowers operational costs, improves employee satisfaction, and allows support teams to focus on more strategic work."
"Zendesk has positively impacted my organization because the interface is quite good, easy to use, and has a user-friendly UI."
"Zendesk has helped us to increase productivity and has reduced the time between when a ticket is opened and when it is completed."
"Zendesk might seem a bit pricey at first, but once you get down to what value Zendesk can provide your company - both in terms of saved working hours, happier customers and CX data from multiple channels, it's well worth it!"
"Even though I haven't tried other solutions, I think this product is very useful and easy to use."
"It's an amazing product, it really helps out in organizing all our tasks."
"The ROI is amazing."
"The initial setup was incredibly simple: choose your integration method, set up your fields and workflow, and it’s running."
"Just buy it."
 

Cons

"Training is good and interactive but the final certification exam is very tough and it requires in-depth practical knowledge."
"Their OCR is a bit expensive, meaning the IQ Bot."
"Technical support needs to be much faster."
"Automation Anywhere needs to improve the startup time, as it tends to lag at the beginning of the day."
"Automation Anywhere could benefit from a more technical focus."
"With Oracle and ServiceNow, there seem to be challenges. With SAP, it worked very well."
"The architecture and pro-code support for pro-code agents are areas that could use improvement, which they don't have currently."
"Currently, there are some vulnerabilities in security that need attention in Automation Anywhere."
"Leena AI can be improved if we are able to automate all the questions rather than only common questions available."
"Leena AI can be improved by reducing manual work to achieve faster response times."
"Customer support for Leena AI is very good, but it takes a lot of turnaround time to come back and resolve the questions, queries, or issues."
"It would be easier to setup if there was metadata available and an API guru resource available."
"We needed to code stuff on our side due to business specific needs which Zendesk could not account for."
"As Zendesk is an international business and has customers world-wide, it would be nice if it would provide 24/7 support."
"Many channel inquiries are not possible to collect into a single interface."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"Support is not great. Their support is that specific support you get from a big American tech company."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
 

Pricing and Cost Advice

"We have seen about a 10 percent monetary savings."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."
"I do not know the price, but I am told that it is cheaper than UiPath."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"There is an annual license to use the solution."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
Information not available
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"The price is very competitive."
"From what I hear, Zendesk's pricing is a little expensive."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
26%
Manufacturing Company
20%
Comms Service Provider
7%
Financial Services Firm
7%
Construction Company
11%
Outsourcing Company
9%
Financial Services Firm
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise21
Large Enterprise12
 

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 Leena AI?
My experience with pricing, setup cost, and licensing for Leena AI is that the setup cost was low, and the license wa...
What needs improvement with Leena AI?
Leena AI can be improved by reducing manual work to achieve faster response times. Currently, it is adequate, but it ...
What is your primary use case for Leena AI?
Leena AI provides an AI-powered digital employee, which is an AI colleague that automates enterprise support and busi...
What is your experience regarding pricing and costs for Zendesk Support?
I actually have no idea about pricing, setup costs, and licensing. That was provided by our client, so they handled t...
What needs improvement with Zendesk Support?
The time saved or how quickly we resolve tickets now compared to before depends on the situation we are handling. If ...
What is your primary use case for Zendesk Support?
My main use case for Zendesk is for ticketing purposes. I was replying to customers over Zendesk, and I was also usin...
 

Comparisons

 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Leena AI vs. Zendesk and other solutions. Updated: August 2026.
908,800 professionals have used our research since 2012.