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Sendbird vs Serviceaide ChangeGear comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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)
Sendbird
Average Rating
8.4
Reviews Sentiment
6.1
Number of Reviews
13
Ranking in other categories
Help Desk Software (7th), Enterprise Social Software (5th), AI Customer Experience Personalization (2nd), AI Customer Support (4th)
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (28th), IT Service Management (ITSM) (26th)
 

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.
Shadrach Godwish Chukwu - PeerSpot reviewer
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
Organized real-time customer chats have improved support efficiency and response handling
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools. One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.
Umair Akhlaque - PeerSpot reviewer
Enterprise Solutions & Services Head at Duroob Technology
A fairly stable solution that’s highly mature, but has a poor user interface
The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Quotes from Members

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

Pros

"No review content was provided."
"The saving of efforts within my project has been to the tune of 20% as of now and I am sure that it will improve as we explore the tool more and automate many more processes."
"Automation Anywhere can be considered as one of the most stable RPA tools in the industry, according to the perspective of the limited amount of tools that I've used."
"The most valuable feature in this solution is the IQ Bot."
"Automation Anywhere has helped save many man-hours in my organization by letting us automate monotonous and repetitive tasks."
"It is easy to use for non-technical people, with a simple drag-and-drop interface, so they don't need to be technically savvy to automate their processes."
"We've had many sit-down conversations with the Automation Anywhere team when we were testing out the document automation. We gave them feedback about potential enhancements, so when we launched our most recent document automation use case, the capabilities were already there. We didn't need to come up with a workaround or put the project on hold because the things we needed were unavailable. That commitment to customer success stands out because they know that without us, the product won't succeed."
"We do plenty of manual processing every day. This is repetitive work where an employee will come and do the same task. The tool helps us to avoid those repetitive tasks and save dollars."
"Sendbird is a very strong, reliable tool when it comes to real-time communications."
"The Sendbird developer portal provides each step, including methods, making it easy to implement."
"Sendbird is really valuable because I was able to create a chat from scratch in two to three days and a custom chat in a week by implementing things from scratch."
"Sendbird is reliable and generally crash-free."
"Sendbird has positively impacted my organization by giving the users of my product a feeling of community that we wanted to give, which has really increased the app usage time."
"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."
"Sendbird is very flexible, and they have made great strides towards optimization."
"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."
"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."
"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."
"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."
"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."
"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."
"CA Technologies support is excellent."
 

Cons

"The price is a little high and could be reduced."
"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."
"The document processing, OCR, needs to be more accurate. Sometimes, when you try it on documents, it keeps on failing and goes to a different queue. It needs to mature."
"Though the courses in the certification's learning hub are great and awesome, there is some more space for adding more explained contents."
"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."
"Several competing products now offer superior functionality compared to Automation Anywhere's current capabilities."
"IQ Bot does have some limitations."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance."
"Sendbird can be improved by looking into the app ID and improvements on a daily basis."
"For Sendbird to be improved, I would say creating more multi-platform SDKs is essential."
"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."
"Impersonating a user or using a template user to send messages for development purposes would be very useful."
"Their pricing is very high compared to competitors, which is a concern for us."
"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."
"One area that could be improved is the handling and visibility of unread message counts."
"Usability for IT analysts could be improved."
"Few probes need improvement in their function and the way they get deployed for monitoring."
"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."
"Their service management application needs a lot of work."
"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."
"Importing data with relations is difficult and could be better."
"We had a lot of issues with non-Windows servers during implementation."
"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."
 

Pricing and Cost Advice

"We have a few licenses. They cost roughly $10,000 each."
"It's a bit expensive compared to other RPA tools on the market."
"We have saved customers 400% in terms of time saved by implementing this product."
"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."
"There is an annual license to use the solution."
"We save approximately 10,000 hours per year."
"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."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"There is a starter plan for $399 per month, and a pro plan for $799 dollars."
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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
20%
Manufacturing Company
13%
Comms Service Provider
12%
Outsourcing Company
8%
Construction Company
20%
Comms Service Provider
12%
Outsourcing Company
10%
Financial Services Firm
8%
 

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 Enterprise5
Large Enterprise3
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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 Sendbird?
Compared to other chat providers, Sendbird is not that expensive to integrate and this cost is very low.
What needs improvement with Sendbird?
To improve Sendbird, it could provide features such as those in WhatsApp, including allowing users to share their cur...
What is your primary use case for Sendbird?
My main use case for Sendbird is chat with one-to-one persons or group chat, and with other features like audio calli...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Sendbird Calls, Sendbird Desk
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Interactive Demo

Demo not available
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Oakwood Systems Group
Find out what your peers are saying about Sendbird vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.
913,924 professionals have used our research since 2012.