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Amazon Connect vs Google Dialogflow

Amazon Connect logo

Amazon Connect

Software

Cloud contact center from AWS

From
Free
Rated
-
Full reviewWebsite
Google Dialogflow logo

Google Dialogflow

Software

Google's conversational AI platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call; Google Dialogflow google's own Dialogflow pricing page (cloud.google.com/dialogflow/pricing) prices Conversational Agents (CX) text requests at $0.007 per request, audio input at $0.0065 per 15 seconds and audio output from $4 per 1 million characters, all in USD, with a one-time $600 free credit for the first 12 months; Dialogflow ES (Essentials) is billed per request separately from CX and the two are not interchangeable, so a chatbot built on ES cannot simply switch to CX pricing without migration.
  • They diverge on capability: Amazon Connect covers Voice, Google Dialogflow covers NLU and NLG.

Where they differ

Only the attributes on which Amazon Connect and Google Dialogflow actually diverge.

Attributes where Amazon Connect and Google Dialogflow differ
AttributeAmazon ConnectGoogle Dialogflow
PlatformsWebWeb, Mobile, Messaging apps, Voice assistants
Founded20061998

Identical on both: starting price (Free), pricing model (usage-based), free tier (Yes), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Amazon Connect

  • Voice
  • Chat
  • Tasks
  • ML-powered analytics
  • Contact Lens
  • Outbound campaigns
  • Forecasting
  • Salesforce

Only in Google Dialogflow

  • NLU and NLG
  • Multi-language support
  • Integration with Google services
  • Webhooks
  • Google Cloud
  • Slack
  • Facebook
  • Telegram

Both cover

  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Amazon Connect

  • Cloud contact centre with no per-seat licencenot Google Dialogflow
  • Voice, chat, email and SMS in one queuenot Google Dialogflow
  • Conversational analytics and agent assistnot Google Dialogflow
  • Outbound campaigns and automated contactnot Google Dialogflow
  • Workforce scheduling for contact centre agentsnot Google Dialogflow

Google Dialogflow

  • Customer engagementnot Amazon Connect
  • Lead generationnot Amazon Connect
  • Customer supportnot Amazon Connect
  • Sales automationnot Amazon Connect

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Amazon Connect

  • Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
  • Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
  • Rates vary by region and by third-party provider, so a published figure is indicative rather than final
  • Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks

Google Dialogflow

  • Google's own Dialogflow pricing page (cloud.google.com/dialogflow/pricing) prices Conversational Agents (CX) text requests at $0.007 per request, audio input at $0.0065 per 15 seconds and audio output from $4 per 1 million characters, all in USD, with a one-time $600 free credit for the first 12 months; Dialogflow ES (Essentials) is billed per request separately from CX and the two are not interchangeable, so a chatbot built on ES cannot simply switch to CX pricing without migration.

Pricing, plan by plan

Amazon Connect

Free
  • Pay-as-you-go$0.018/minute
    • Voice minutes
    • Free tier available
    • No upfront costs

Google Dialogflow

Free
  • Free TierFree
    • 100 requests/day
    • Basic NLU
  • Standard$0.005/month
    • Pay per request
    • Advanced features
  • Enterprise$undefined/month
    • Custom SLAs
    • Dedicated support

Which should you pick?

Choose Amazon Connect if

  • You need voice.
  • You want to start without paying.
  • You also want chat.
Amazon Connect review

Choose Google Dialogflow if

  • You need nlu and nlg.
  • You want to start without paying.
  • You work on Web, Mobile, Messaging apps, Voice assistants.
  • You also want multi-language support.
Google Dialogflow review

Questions people ask

Is Amazon Connect or Google Dialogflow better?
Neither clearly leads. Amazon Connect starts at Free and Google Dialogflow at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Connect or Google Dialogflow?
Amazon Connect starts at Free and Google Dialogflow at Free.
Does Amazon Connect or Google Dialogflow run on more platforms?
Amazon Connect runs on Web. Google Dialogflow runs on Web, Mobile, Messaging apps, Voice assistants.
Can I use Amazon Connect for free?
Both have a free tier, so you can try either at no cost before committing.
What is Amazon Connect best used for?
Amazon Connect is most often used for cloud contact centre with no per-seat licence, voice, chat, email and sms in one queue, conversational analytics and agent assist, outbound campaigns and automated contact. Of those, cloud contact centre with no per-seat licence and voice, chat, email and sms in one queue are not what Google Dialogflow is typically brought in for.
What can Amazon Connect do that Google Dialogflow cannot?
Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Google Dialogflow covers NLU and NLG, Multi-language support, Integration with Google services, Webhooks. Both handle Web support.
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Related pages

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