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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
661
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)
Leena AI
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
4
Ranking in other categories
Help Desk Software (20th), AI-Agents for HR (4th), AI IT Support (15th), AI Procurement & Supply Chain (5th)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
70
Ranking in other categories
CRM Customer Engagement Centers (2nd), CRM (5th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (7th), Knowledge Management Software (3rd), AI Customer Support (8th), 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

"Automation Anywhere has made it very easy for you to install, they've got the tools to make it very simple for you to create a quick, small application and to get out there."
"Automation Anywhere lets us do that, as users can develop the bots by themselves."
"The most valuable feature of Automation Anywhere is the automation that frees up time for our employees to engage with customers."
"The ability to automate low decision, highly repetitive tasks and clear large backlogs of tasks that we could not do with our human staff."
"The feature we found to be the most valuable is the documentation automation as it allows us to focus on the actual important piece of building automation instead of tracking some of the repugnant documentation that goes along with building automation."
"Excel automation is especially helpful because a lot of small companies are still using Excel as their data storage."
"Learning Automation Anywhere prepares our students for a better future because the future belongs to RPA Automation."
"We have automated every finance-based operation, from collections to invoice processing, and it has streamlined many manual processes, eliminating errors and inefficiencies while allowing us to introduce metrics so we can generate operational reports and improve our overall business."
"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."
"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 impacted my organization positively because its cost management is low, its responses are faster, and it scales easily."
"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."
"It forced the organization to rethink sub-par work processes and enabled us to work smarter."
"We chose Zendesk because of its ease of use and the projected ROI."
"Even though I haven't tried other solutions, I think this product is very useful and easy to use."
"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."
"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."
"Users can create their own tags, and they have their own views which are very nicely organized so they can see what is happening at any given time."
"As I am a big fan of assigning tasks to people who are most skilled at doing them in a timely fashion, I found the auto-tagging function to be most valuable."
"Zendesk has been invaluable in automating communications such as email and phone calls."
 

Cons

"The product's technical support could use improvement."
"There can be some options to connect to the database directly where we should be able to add some data."
"I have been using IQ Bot, and its accuracy can be improved. It could be more accurate."
"There is still a way to go for Automation Anywhere where we can see improvement."
"The human training area is still something that needs to be improved. It's not so much the actual technology learning, but rather how you bring this to life with all the peripheral competencies that are needed for it."
"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."
"With Automation Anywhere, it took us a bit of time to stand it up initially. We tried to do it in a virtual environment, which caused us a bit of headache. It could have been smoother in this aspect."
"The scheduling is a little difficult at times. Rather than setting up individual instances, it would be really nice if we had the ability to set repetitive jobs easily. Right now, if you want a job to run every 15 minutes, you have to schedule it a lot of times. I'd rather have the ability to just say 'run every 15 minutes.'"
"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."
"Leena AI can be improved if we are able to automate all the questions rather than only common questions available."
"Most of the time, if a particular candidate has too many documents, it really takes some time to load."
"Report Generator needs to be improved."
"I would like easy access for the mobile app as it can take quite a while to load the data."
"Merging tickets is very time consuming; maybe the system can automatically merge tickets that are related and on the same topic."
"Customer Service: 6/10 – usually helpful but sometimes very slow. Technical Support: 6/10 – usually helpful but sometimes very slow."
"Additionally, "Internal note" is never just an internal note, it is sent to all recipients on the ticket, which has led to quite a lot of miscommunication and frustration."
"I would like to see improvement in the "trigger" sections and "macros" as well."
"For smaller environments, some type of tutorial or walkthrough would be helpful for first time users."
 

Pricing and Cost Advice

"We would like them to change the license model of charging per bot."
"Licensing costs range from $50,000 to $200,000."
"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"I would like them to have better license management."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."
Information not available
"From what I hear, Zendesk's pricing is a little expensive."
"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."
"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."
"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."
"The price is very competitive."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Construction Company
23%
Manufacturing Company
19%
Comms Service Provider
10%
Financial Services Firm
8%
Outsourcing Company
10%
Construction Company
10%
Financial Services Firm
8%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise22
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?
My experience with pricing, setup cost, and licensing for Zendesk shows that pricing is really affordable compared to...
What needs improvement with Zendesk Support?
Regarding my main use case for Zendesk, it is really easy to use, but one of the cons I have with it is that it takes...
What is your primary use case for Zendesk Support?
On a day-to-day basis, I use Zendesk to track, manage, and work on my cases. I also use it to upload information secu...
 

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: September 2026.
913,683 professionals have used our research since 2012.