What users are saying about
Top Rated
69 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
96 Ratings
Top Rated
69 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100

ServiceNow Now Platform

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
96 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Attribute Ratings

  • ServiceNow Now Platform is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.5

SAP Conversational AI

75%
37 Ratings
8.8

ServiceNow Now Platform

88%
25 Ratings

Likelihood to Renew

SAP Conversational AI

N/A
0 Ratings
10.0

ServiceNow Now Platform

100%
1 Rating

Usability

7.7

SAP Conversational AI

77%
2 Ratings
8.8

ServiceNow Now Platform

88%
19 Ratings

Availability

8.2

SAP Conversational AI

82%
2 Ratings

ServiceNow Now Platform

N/A
0 Ratings

Performance

8.2

SAP Conversational AI

82%
2 Ratings

ServiceNow Now Platform

N/A
0 Ratings

Support Rating

8.4

SAP Conversational AI

84%
63 Ratings
8.7

ServiceNow Now Platform

87%
23 Ratings

Contract Terms and Pricing Model

SAP Conversational AI

N/A
0 Ratings
8.8

ServiceNow Now Platform

88%
9 Ratings

Professional Services

SAP Conversational AI

N/A
0 Ratings
8.5

ServiceNow Now Platform

85%
4 Ratings

Likelihood to Recommend

SAP

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.
Read full review

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.
Read full review

Pros

SAP

  • 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.
Read full review

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.
Read full review

Cons

SAP

  • 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.
Read full review

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.
Read full review

Pricing Details

SAP Conversational AI

Starting Price

Editions & Modules

SAP Conversational AI 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

    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

      SAP

      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.
      Read full review

      Usability

      SAP

      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
      Read full review

      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.
      Read full review

      Reliability and Availability

      SAP

      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.
      Read full review

      ServiceNow

      No answers on this topic

      Performance

      SAP

      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.
      Read full review

      ServiceNow

      No answers on this topic

      Support Rating

      SAP

      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.
      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.
      Read full review

      Alternatives Considered

      SAP

      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.
      Read full review

      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

      SAP

      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.
      Read full review

      Professional Services

      SAP

      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.
      Read full review

      Return on Investment

      SAP

      • 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.
      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

      Screenshots

      Add comparison