Amazon Lex vs ServiceNow Virtual Agent comparison

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Pros
"It helps context control natively so that you can manage the context immediately without the need for custom code."

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"The ITSM topics were valuable. They reduced service desk usage and freed agents. They saved 40% to 50% of the time, and the agents were able to do other tasks instead of just replying to customers, replying to their emails, or logging the incidents themselves. That percentage of work was now done directly by end-users who were also happy because they were able to get the query response within seconds instead of waiting in a queue or waiting for an agent to reply.""For me, it's very valuable that many of the IT solutions that normally service desk agents provide and that take a lot of their time can be done. For example, password reset normally takes a lot of time for service desk agents, and that is something that can be very easily automated so that they can focus on something that adds more value. Password reset or helping with password reset looks simple, and maybe naive, but it takes a significant amount of time for service desk agents. That is something that helps a lot.""Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it learn to address newer questions as you work with it from a support staff standpoint.""What's best about ServiceNow Virtual Agent is easy implementation. It's a drag-and-drop process where you can set up a chatbot over the UI. I like that ServiceNow Virtual Agent is a low-code solution. For ServiceNow Virtual Agent integration, you'll only need to write short lines of code, so that's easier. As ServiceNow Virtual Agent is under ServiceNow, it's easy to raise an incident, look for a knowledge base article, etc., so this is another pro of the solution.""Virtual Agent gives us connectivity that can reach out to any middleware."

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Cons
"Lex is not multilingual and supports only English."

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"There were occurrences where the machine was not recognizing the topic correctly and not routing the users to the correct topic. It was specifically related to the Spanish language.""They can help the developers with ready-made structures or JavaScript structures or topics that can be integrated into the basic package. That would help a lot.""Right now, out of the box, ServiceNow Virtual Agent has no natural language conversion. You can't convert from one language to another. If that functionality were available in ServiceNow Virtual Agent, that would make the solution better and easier for users. For example, if a user is typing in Chinese and the service desk staff is using Hindi, there should be a dynamic conversion of the languages, so there'd be good and accurate communication between the end user and the service desk team. The additional feature I'd like ServiceNow Virtual Agent to have in its next release is language conversion because that's where it's lagging. It's one of the most critical features that clients ask for. I'm in a consulting firm, and I'm helping people implement ServiceNow Virtual Agent. As a consultant, people often ask me this question: "How do you remove the language barrier?"""Lacks integration with AI search or any enterprise search machine."

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Pricing and Cost Advice
  • "The platform itself costs us less than $5000 annually and is taking care of 1 million requests from end-users."
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  • "ServiceNow Virtual Agent was included in my company's basic ServiceNow package, so when you get a ServiceNow license, you can use ServiceNow Virtual Agent for free."
  • "Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it. You don't have to pay extra for the ServiceNow Virtual Agent license. So, there's no extra cost."
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    Top Answer:Virtual Agent frees up resources. When properly populated, it's a great asset because it can provide answers 24/7, and you can operate it with reduced staff. You save money. Over time, you can have it… more »
    Top Answer:I am a developer, so I've not been involved with its licensing, but I've read about it. Based on what I know, when you purchase ServiceNow ITSM, ServiceNow Virtual Agent comes out of the box with it… more »
    Top Answer:Even though the way that the developers program the topics for the Virtual Agent is very intuitive and flexible, there is some room for improvement. There are things that can be done visually, and… more »
    Ranking
    Views
    3,915
    Comparisons
    2,620
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    1st
    out of 41 in AI-Powered Chatbots
    Views
    3,628
    Comparisons
    1,815
    Reviews
    5
    Average Words per Review
    1,186
    Rating
    7.8
    Comparisons
    Also Known As
    Virtual Assistant, Passage AI
    Learn More
    Overview

    Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions. With Amazon Lex, the same deep learning technologies that power Amazon Alexa are now available to any developer, enabling you to quickly and easily build sophisticated, natural language, conversational bots (“chatbots”).

    Speech recognition and natural language understanding are some of the most challenging problems to solve in computer science, requiring sophisticated deep learning algorithms to be trained on massive amounts of data and infrastructure. Amazon Lex democratizes these deep learning technologies by putting the power of Amazon Alexa within reach of all developers. Harnessing these technologies, Amazon Lex enables you to define entirely new categories of products made possible through conversational interfaces.

    Make it easy for employees and customers to resolve issues quickly and get what they need, when they need it, with an enterprise conversational experience powered by AI.

    Sample Customers
    Ryanair, Electronic Caregiver, HubSpot, Capital One
    MGM,Novant Health
    Top Industries
    VISITORS READING REVIEWS
    Financial Services Firm18%
    Computer Software Company13%
    Insurance Company9%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Financial Services Firm17%
    Computer Software Company11%
    Manufacturing Company9%
    Healthcare Company9%
    Company Size
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise11%
    Large Enterprise72%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise12%
    Large Enterprise73%

    Amazon Lex is ranked 3rd in Chatbot Development Platforms while ServiceNow Virtual Agent is ranked 1st in AI-Powered Chatbots with 5 reviews. Amazon Lex is rated 9.0, while ServiceNow Virtual Agent is rated 7.8. The top reviewer of Amazon Lex writes "Extremely stable with great speech recognition and helpful technical support". On the other hand, the top reviewer of ServiceNow Virtual Agent writes "Low-code, has a drag-and-drop feature, and easy to implement, but lacks a language conversion feature". Amazon Lex is most compared with Google Dialogflow, Salesforce Einstein Bot, Rasa, IBM Watson Assistant and Microsoft Azure Language Understanding, whereas ServiceNow Virtual Agent is most compared with Moveworks, Amelia, Espressive Barista, Kore.ai and IBM Watson Assistant.

    We monitor all Chatbot Development Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.