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LiveChat vs SymphonyAI IT Service Management comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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)
LiveChat
Average Rating
9.2
Reviews Sentiment
5.8
Number of Reviews
8
Ranking in other categories
Help Desk Software (22nd), IT Service Management (ITSM) (21st), Live Chat (2nd)
SymphonyAI IT Service Manag...
Average Rating
7.6
Reviews Sentiment
6.6
Number of Reviews
6
Ranking in other categories
Help Desk Software (19th), IT Asset Management (14th), IT Service Management (ITSM) (18th)
 

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.
Vikas Kejriwal - PeerSpot reviewer
Engineering Manager at a comms service provider with 11-50 employees
Clean chat interface has supported basic AI handoffs but now needs omnichannel and a free plan
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These limitations made me switch to another solution. I believe LiveChat should support at least a basic free plan so that potential customers can try out their features before paying for the full suite.
AS
Senior Practitioner at a outsourcing company with 1,001-5,000 employees
Comprehensive IT service processes have been supported but customization and support need improvement
All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good. SymphonyAI IT Service Management does not have too many integrations and does not have too many out-of-the-box integrations compared to other peers in the market. I think that is the only place where they lack. However, they did have a functionality where we could build our own integration, so we were using that. If they had any out-of-the-box capabilities for some of the common infrastructure tools, that would have been easier for us. The out-of-the-box functionalities were good, including AI. However, the moment we had to customize options, that becomes very difficult with SymphonyAI IT Service Management. As long as we were using out-of-the-box, it worked great.

Quotes from Members

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

Pros

"Value for time: with the help of Enterprise A2019, we can get instant value."
"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."
"So far, the organization has 20+ bots, which has generated more than $50K of ROI."
"The most valuable features of Automation Anywhere are Excel, periods, database, and email action."
"Automation Anywhere has helped us with efficiency and accuracy."
"We work in the business process outsourcing arena, it has improved our organization mainly around freeing up people to do other things and that can be quite large numbers, in the high tens, even hundreds of people that can be freed up to do other work."
"I found that the REST API commands are very useful and easy to use."
"We are saving almost four FTEs, and it is far better in terms of savings."
"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."
"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."
"We can attribute most of our high ticket sales to this software."
"In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat."
"The best feature of LiveChat in my evaluation is the AI chatbot module that I prefer most."
"Since we started to use LC we managed to increase our customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all in real time."
"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."
"It truly does what I need it to do and anything else I would say, I would be making it up."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"It is a good tool to use."
"The product has the best features for ITSM."
"All ITSM functionalities of SymphonyAI IT Service Management, including incident, problem, change, service request, and their out-of-the-box functionalities, are pretty good."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
 

Cons

"It would be helpful if we could start running a process from a particular step."
"The support and user community need improvement. For example, it would be nice to have a place for those who create bots to have a place to share information and success stories."
"MetaBot helps getting data from SAP, but we still have some cases where we cannot fetch data from SAP."
"We have used the technical support. I am quite unhappy with the support part. The higher priority tickets are not getting resolved within the SLA. Higher priority tickets for production issues should be looked into immediately. However, until they get escalated, tickets are not receiving higher priority. I would like to see this improve."
"The Web Recorder should also include a feature where the user can select what browser you want it to run since it is currently using the Internet Explorer browser as default. Some of our web-based systems are currently not compatible with Internet Explorer and can only run using Firefox or Google Chrome."
"Automation Anywhere is not very scalable because the update and upgrade process requires immense effort from the IT organization to do a tool check."
"One thing I dislike about Automation Anywhere is that our process is time-consuming. Since the bot is utilized by that machine and if a long-running task is happening, then another bot may not run and the machine is locked."
"The bot scaling process was painful, when you go beyond a few bots, and because we had stability issues. We had to work through the issues, and they took us a long time."
"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."
"LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan."
"The biggest friction point I have experienced with LiveChat so far is the lack of a free plan."
"The service needs to be more popular than it currently is."
"I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc."
"There could be flexibility in terms of customization."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
"SummitAI IT Management Suite's project management and operational management features could be improved."
"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."
 

Pricing and Cost Advice

"Based on what I've heard, it's costly, but I don't know much about its pricing."
"I think it's $5,500 per license."
"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."
"The price of this product is good."
"The solution's pricing is pretty decent."
"The pricing for Automation Anywhere is reasonable."
"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."
"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."
Information not available
"SummitAI IT Management Suite's pricing is a bit expensive."
"The product's cost is average."
"We have a regular license."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Comms Service Provider
16%
Construction Company
16%
Manufacturing Company
12%
Financial Services Firm
5%
Manufacturing Company
15%
Construction Company
14%
Outsourcing Company
7%
Financial Services Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise2
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise6
Large Enterprise4
 

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 needs improvement with LiveChat?
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These l...
What is your primary use case for LiveChat?
I started using LiveChat six months ago when we explored it. My main use case for LiveChat was to implement it as an ...
What advice do you have for others considering LiveChat?
We conducted a demo with LiveChat during our evaluation period. When I opened LiveChat during my evaluation, I checke...
What is your experience regarding pricing and costs for SummitAI IT Management Suite?
Their pricing is competitive. With similar tools in the market, they are at a higher price, but it is pretty competit...
What needs improvement with SummitAI IT Management Suite?
I have not worked on their AI-driven analytics, so I am not sure about that capability. I do not know if it would be ...
What is your primary use case for SummitAI IT Management Suite?
We work on the ITSM modules, including predictive intelligence, AI, and ITOM as well. We have not used Orchestration ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
chat.io
Summus IT Management Suite
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Find out what your peers are saying about LiveChat vs. SymphonyAI IT Service Management and other solutions. Updated: September 2026.
913,806 professionals have used our research since 2012.