What users are saying about
70 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 70 reviews and ratings
Top Rated
73 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.5 out of 100
Based on 73 reviews and ratings
Attribute Ratings
- Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) and SAP Conversational AI are tied in 1 area: Likelihood to Recommend
Likelihood to Recommend

7.7
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
77%
5 Ratings
7.7
SAP Conversational AI
77%
40 Ratings
Likelihood to Renew

5.2
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
52%
2 Ratings
SAP Conversational AI
N/A
0 Ratings
Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
N/A
0 Ratings
7.7
SAP Conversational AI
77%
2 Ratings
Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
N/A
0 Ratings
8.2
SAP Conversational AI
82%
2 Ratings
Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
N/A
0 Ratings
8.2
SAP Conversational AI
82%
2 Ratings
Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
N/A
0 Ratings
8.9
SAP Conversational AI
89%
63 Ratings
Likelihood to Recommend
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
- IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Managing Partner
BAC PartnersDesign, 11-50 employees
SAP Conversational AI
It would be most suitable to help you attain swift conversation flows as you engage with your audiences. The bots are also of indispensable value in handling repetitive tasks around the firm such as automated HR resourcing expeditions or marketing campaigns or any other important but monotonous tasks. I however admit that analyzing the bot's performance is quite complex, have an RPA specialist around.
Assistant Director Of Information Technology
J.CrewApparel & Fashion, 1001-5000 employees
Pros
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
- It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
- Data is captured and processed in real-time which reveal unknown issues as they are happening.
- Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.
Solution Architect
BlueSky Technology PartnersComputer Software, 11-50 employees
SAP Conversational AI
- SAP has helped me manage my teams cost in material management.
- SAP Conversational AI has provided with the goal of developing bot analytics to respond to common user face issues when reporting troubleshooting issues with software equipment as well as technical equipment.
- Has helped deploy new bots to increase response time to employees who require assistance with ordering equipment software as well as application development in software ordering.
Engineer II | Scientific Associate II
Vertex PharmaceuticalsBiotechnology, 1001-5000 employees
Cons
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- More knowledge sharing sessions
- UI/UX Improvements
- More tooltips on icons

Verified User
Employee in Information Technology
Airlines/Aviation Company, 10,001+ employeesSAP Conversational AI
- SAP can certainly provide better and more clear documentation on how to customize and deploy the chatbot/use SAP Conversational AI.
- There is 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/integrations.
- 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.
Manager
Skive itAirlines/Aviation, 51-200 employees
Pricing Details
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—SAP Conversational AI
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
I do not have power over contracts.

Verified User
Project Manager in Marketing
Health, Wellness and Fitness Company, 10,001+ employeesSAP Conversational AI
No score
No answers yet
No answers on this topic
Usability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
SAP Conversational AI
SAP Conversational AI 7.7
Based on 2 answers
Chatbots have already acquired most of the market and are still trending with the needs of changing market everyday. It will keep evolving with AI and NLP more to offer for improvements. SAP CAI is a good product to add to an enterprise using SAP ERP Suite

Verified User
Consultant in Information Technology
Information Technology and Services Company, 10,001+ employeesReliability and Availability
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
SAP Conversational AI
SAP Conversational AI 8.2
Based on 2 answers
Never had an issue. SAP CAI shares the same platform as any other product hosted on SAP Cloud Platform (aka BTP) and depends on your hosting (US, Europe, Asia). Maintenance modes are planned and customers are aware of it well in advance in order to mitigate potential impacts on the service offering.

Verified User
Team Lead in Professional Services
Information Technology and Services Company, 11-50 employeesPerformance
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
SAP Conversational AI
SAP Conversational AI 8.2
Based on 2 answers
It's a pure SaaS platform hosted on SAP Cloud Platform (aka BTP). The experience is pretty much seamless with minimum loadings or noticeable lags. The hosting depends on your location so you may want to make sure the instance is available on a server close to you, such as the USA, Europe or Asia.

Verified User
Team Lead in Professional Services
Information Technology and Services Company, 11-50 employeesSupport Rating
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
No score
No answers yet
No answers on this topic
SAP Conversational AI
SAP Conversational AI 8.9
Based on 63 answers
Great support from the people of SAP Conversational AI as of the community. Sometimes it takes a little while for folks of the SAP Conversational AI team to answer but this has mostly to do with the overload of questions and users the product has. The gold-support channel within Slack that SAP Conversational AI has, is a great help to distinguish more professional usage and therefore more urgent questions.

Verified User
Consultant in Information Technology
Information Technology and Services Company, 201-500 employeesAlternatives Considered
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Added benefit

Verified User
Director in Corporate
Apparel & Fashion Company, 10,001+ employeesSAP Conversational AI
The platforms have similarities in terms of making the organization more data-driven. However, the use cases are different. SAP Analytics Cloud is used for reporting, deploying dashboards, and scheduling timely delivery of reporting and analytics. SAP Conversational AI is a more front-end product that end users can directly use to navigate the web application better. Both have strengths in their respective areas. Conversational AI is more recent and cutting edge.
Supply Chain Data Analytics & Machine Learning
Publix Super MarketsHigher Education, 5001-10,000 employees
Return on Investment
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
- The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
- The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.
Managing Partner
BAC PartnersDesign, 11-50 employees
SAP Conversational AI
- The impact has been very positive for our business objectives. Through the chatbot, our clients can have an immediate response to any of their requests without the need of an intervention of a person or without the use of the telephone or email. Customer satisfaction has been much higher.

Verified User
Team Lead in Information Technology
Information Technology & Services Company, 51-200 employees