What users are saying about
9 Ratings
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87 Ratings
9 Ratings
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Score 7.7 out of 100

ServiceNow Now Platform

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87 Ratings
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Score 8.5 out of 100

Attribute Ratings

  • Amazon Lex is rated higher in 1 area: Usability
  • ServiceNow Now Platform is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.0

Amazon Lex

80%
1 Rating
8.8

ServiceNow Now Platform

88%
25 Ratings

Likelihood to Renew

Amazon Lex

N/A
0 Ratings
10.0

ServiceNow Now Platform

100%
1 Rating

Usability

9.0

Amazon Lex

90%
1 Rating
8.8

ServiceNow Now Platform

88%
19 Ratings

Support Rating

8.0

Amazon Lex

80%
1 Rating
8.7

ServiceNow Now Platform

87%
23 Ratings

Contract Terms and Pricing Model

Amazon Lex

N/A
0 Ratings
8.8

ServiceNow Now Platform

88%
9 Ratings

Professional Services

Amazon Lex

N/A
0 Ratings
8.5

ServiceNow Now Platform

85%
4 Ratings

Likelihood to Recommend

Amazon AWS

If you wish to quickly deploy multilingual chatbots without having to worry about infrastructure and model training, go for Amazon Lex. It is one of the best general-purpose conversational AI solutions in the market. The cherry on the cake is that it also seamlessly integrates with other AWS services, so you would be good there. Performance monitoring is very easy with AWS. It has support for both text and integration. If you are not a pro-NLP expert, Amazon Lex will make your job really easy.
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ServiceNow

Using it in the application support team is worth it as it is capable of carrying a lot of information. But using it for a Service Desk operation might not be of much use as it won't be used up to its full potential and will be costly as compared to other alternatives available in the market.
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Pros

Amazon AWS

No answers on this topic

ServiceNow

  • The best ITSM management just in 1 tool.
  • User friendly for no IT people when they must raise a IT issue.
  • It offer very good workflow during incident or request item.
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Cons

Amazon AWS

No answers on this topic

ServiceNow

  • Providing admins/devs with easier mechanisms for providing businss stakeholders with self-service admin capabilities across the platform
  • Tutorials on how to be the best at reporting in servicenow
  • Guided tour functionaltiy is a bit rigid and could use more workflow capabilities
  • Making it easier to push form variables to the user so there is more context when providing an approval. The out of box approval UI/form is terrible in my opinion.
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Pricing Details

Amazon Lex

Starting Price

$0.004 Per Speech Request

Editions & Modules

Amazon Lex editions and modules pricing
EditionModules
Request and Response$0.0041
Stream Conversation$0.00652

Footnotes

  1. Per Speech Request
  2. Per Speech Interval

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

ServiceNow Now Platform

Starting Price

Editions & Modules

ServiceNow Now Platform editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Amazon AWS

    No answers on this topic

    ServiceNow

    Everybody in the company is happy to use ServiceNow. All people are happy to use a user-friendly web tool in order to open IT incidents. IT people can easily support people with a stable and solid tool.
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    Usability

    Amazon AWS

    Easy to deploy and very easy to integrate with other AWS services. Automating simple tasks is also very easy with Amazon Lex. We never had NLP experts in our team, but we were still able to deploy chatbots for our support functions with minimal issues. Native integration with other AWS services like S3 and Lambda has been of paramount importance.
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    ServiceNow

    As a regular user of the ServiceNow platform, including the incident management, change management and enterprise application management modules, I find that I am able to competently use the platform with minimal training and assistance. User guides are available from the vendor if required. The customisable front-end that we use in the organisation as an ordering tool for internal IT services is very easy to use, and makes searching for the required IT service simple for business users.
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    Support Rating

    Amazon AWS

    Community support for Amazon Lex is good. Also, since it is an AWS service, the support has a similar standard as other AWS services. We have had a couple of instances of our bots weren't able to interact with our web apps. We reached out to the support team, and they were able to resolve our issue in no time. The documentation from the Amazon Lex team also makes creating chatbots a breeze.
    Read full review

    ServiceNow

    They are Knowledgeable. They explain from the layman's perspective and are always quick and ready to help. They carry the patient in their conversation and provide a detailed understanding of our query. They also help to build knowledge. They are quick in rendering their help in Service Now forums. They understand their responsibility as the face of the company and are on top of things.
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    Alternatives Considered

    Amazon AWS

    No answers on this topic

    ServiceNow

    ServiceNow is by far a better tool over Remedy. Its ability to integrate so seamlessly to so many tools allows for plenty of opportunity to streamline and improve processes. Servicenow has intuitive flows that allow you to quickly pivot if process change. Its adaptiveness is what makes it far better solution over Remedy
    Read full review

    Contract Terms and Pricing Model

    Amazon AWS

    No answers on this topic

    ServiceNow

    Our base managed service MSA is very clear and focused on our use of ITSM (ITIL role license). Other parts of the platform use some sort of transaction count licensing. This type of pricing does not work for an implementation of our scale.
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    Professional Services

    Amazon AWS

    No answers on this topic

    ServiceNow

    Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.
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    Return on Investment

    Amazon AWS

    • Support satisfaction has increased
    • Time to resolve customer concerns has seen a major improvement
    • Amazon Lex can quickly automate repetitive simple tasks for us
    • Our organization has built NLP capability without having to hire language experts/linguists
    • Since the integration with AWS services is natively supported, our existing DevOps team can manage our Amazon Lex deployment
    Read full review

    ServiceNow

    • Ensuring good service support internally and externally has triggered opportunities to sustain good links with everyone and opened the door to more sales and successful business and ServiceNow has been key in all this, so the investment came back to us faster than expected.
    Read full review

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