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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

"With Automation Anywhere, they receive their financial statements while still on the call."
"It is a great solution."
"The bot creation process is relatively simple."
"Since it is based on the cloud, it is a highly scalable product. It is easy to deploy, has a very good UI, and the bots can be easily deployed with no issues."
"Automation Anywhere has saved us a lot of time, money & efforts by automating our ServiceNow tickets."
"The technical support is something that I rely on if I have any queries or if I have to work on another alternate approach."
"There are instances where use cases and opportunities have arisen as a result of having Automation Anywhere and RPA in place that have come about through very casual conversations and have actually resulted in increased revenue opportunities that we didn't realize."
"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us."
"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."
"In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat."
"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."
"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."
"It truly does what I need it to do and anything else I would say, I would be making it up."
"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."
"The best feature of LiveChat in my evaluation is the AI chatbot module that I prefer most."
"We can attribute most of our high ticket sales to this software."
"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."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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."
"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 product has the best features for ITSM."
 

Cons

"I would like to see a bot button."
"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."
"The marketing for Automation Anywhere has room for improvement."
"Replacing the list of search options with voice commands for each item would be great."
"Automation Anywhere can be improved as there are issues with the recorder, which needs enhancement to extract more fields in the property set to increase reliability across various web application platforms, such as those built on React, React Azure, and React Angular."
"The bot insides should come in the same package versus having it as a different bundle by itself. If we could have this product come with all the inside solutions altogether, that would help."
"We had initial hiccups, like any new process. It took us six to eight months to sort the product out."
"There have been problems with scalability. It comes down to how we handle the code."
"LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan."
"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."
"The service needs to be more popular than it currently is."
"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."
"The biggest friction point I have experienced with LiveChat so far is the lack of a free plan."
"Integration was a major limitation with SummitAI."
"I would like them to add software inventory in the next release. We don't have that right now."
"Technical support takes too long for any issues to get resolved, and that created a lot of frustration."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
 

Pricing and Cost Advice

"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."
"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"Their licensing processes are in par with most industry standards."
"The setup cost for this is onetime and licensing is based on your choice of product."
"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."
"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."
Information not available
"We have a regular license."
"The product's cost is average."
"SummitAI IT Management Suite's pricing is a bit expensive."
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
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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.
913,924 professionals have used our research since 2012.