Zendesk
Zendesk chatbot software is a suite of support apps that helps transform your customer service into actionable customer retention and lead source via agent deployment. It has one of the most flexible plan structures, making it ideal for businesses of any size. It consists of support, chats, calls center solution, and knowledge base modules that you can upgrade separately. Zendesk makes support, sales, and customer engagement software for everyone with a quick to implement, easy to use, platform.
- Ownership: Assigning tickets to agents and allowing them to follow through the entire process from end to end.
- Organization: Multiple teams can be in the same instance and tickets can be assigned between teams depending on which stage of the process it is up to.
- Ease: For both end-users and agents. The end users can either just send an email to a designated email address or go in and use a preconfigured template on the landing page.
Cons:
- Out of the box, features are lacking
- Costs to add on other features to empower staff can get costly
- Support not always responsive
Features:
- Flexible
- Ticket management with automated workflow
- Multi-channel support: email, web, phone, chat, social media
- Mobile support with native iPhone, iPad, and Android apps
- Robust reporting and advanced analytics
- Customer-facing web interface that you can easily brand
- Knowledge base portal and community forums included
SAP Conversational AI
SAP Conversational AI service software helps users efficiently manage business tasks. As the conversational AI layer of SAP's Business Technology Platform, it enables users to build and monitor intelligent chatbots in one interface to automate tasks and workflows.
SAP Conversational AI provides a powerful building platform that allows the building of end-to-end chatbots as well as the customization of your digital assistant.
Pros:-
- SAP Conversational AI in addition to providing the chatbot features also integrates bot analytics without the need for much setup/deployment work.
- It is possible to code SAP Conversational AI chatbot in multiple coding languages (Node.js, Python, PHP, iOS, etc.) that makes it easy to both implements as well as integrate with existing IT stacks (eg. Analytics, AI, Databases).
- SAP Conversational AI service software is easy to implement and get it running especially if you are already using SAP S/4HANA Cloud.
Cons:-
SAP live chatbot software can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
There is a lot less developer community around SAP Conversational AI so it is hard to get help from outside developers and experts on best practices, hacks, and existing applications/integration.
It is hard to use SAP Conversational AI outside SAP S/4HANA Cloud, for example on AWS or GCP or in a multi-cloud environment.
Features:
- Native low-code chatbot platform-
It allows users to deploy chatbots easily and securely in SAP solutions and achieve a faster time to market with SAP Conversational AI services in SAP Business Technology Platform.
- High-performing natural language processing (NLP) technology-
It builds human-like chatbots in any language by using world-class NLP technology to analyze text inputs and enrich key data.
- Intuitive UI for business power users and developers
- It enables developers and non-developers to build and deploy chatbots as teams by leveraging enterprise-grade features in an intuitive interface.
Pricing:-
Zendesk:-
Suite Team | Suite Growth | Suite Professional | Suite Enterprise |
$49 per agent/month billed annually | $79 per agent/month billed annually | $99 per agent/month billed annually | $150 per agent/month billed annually |
SAP Conversational AI:
SAP Conversational AI provides custom pricing for their software. Moreover, SAP Conversational AI does not offer a free plan.
Taking everything into account, we can say that Zendesk offers a variety of add-ons: Chat, a tool for integrating chat support; Talk, for providing phone support; and Guide, which lets you easily create a help section for your website. While SAP Conversational AI provides a powerful building platform that allows the building of end-to-end chatbots as well as the customization of your digital assistant.
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