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Customer Support · head to head

Amazon Lex vs Gladly

Amazon Lex logo

Amazon Lex

Customer Support

AWS conversational AI service

From
$0.00075/per text request
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Amazon Lex pay-as-you-go model with no standard free tier, only AWS free credits for new customers (6 months, $200 limit); Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • They diverge on capability: Amazon Lex covers Speech recognition, Gladly covers Lifelong conversation.

Where they differ

Only the attributes on which Amazon Lex and Gladly actually diverge.

Attributes where Amazon Lex and Gladly differ
AttributeAmazon LexGladly
Starting price$0.00075/per text request$180/month
Pricing modelusage-basedsubscription
PlatformsWeb, AWS CloudWeb, Ios, Android
CategoryUnknownCustomer Support
Founded20062014

Identical on both: free tier (No), user rating (Not yet rated).

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 Lex

  • Speech recognition
  • Natural language understanding
  • Voice and text
  • Lambda integration
  • AWS services
  • Lambda
  • DynamoDB
  • SNS

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Salesforce

Both cover

  • Web support

What people use each for

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

Amazon Lex

  • Building conversational chatbots leveraging Alexa deep learning enginenot Gladly
  • Voice and text-based NLU applications requiring automatic speech recognitionnot Gladly
  • Custom conversational interfaces integrated into existing applicationsnot Gladly

Gladly

  • Customer service built around a single customer record rather than ticketsnot Amazon Lex
  • Handling support conversations across voice, messaging and emailnot Amazon Lex

Where each one falls short

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

Amazon Lex

  • Pay-as-you-go model with no standard free tier, only AWS free credits for new customers (6 months, $200 limit)
  • Speech requests cost $0.004 each, text requests $0.00075 each, training costs $0.50 per minute
  • Variable costs can accumulate quickly for high-volume applications

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Pricing, plan by plan

Amazon Lex

$0.00075/per text request

No published plan breakdown. See the Amazon Lex review.

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Which should you pick?

Choose Amazon Lex if

  • You need speech recognition.
  • You work on Web, AWS Cloud.
  • You also want natural language understanding.
Amazon Lex review

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Questions people ask

Is Amazon Lex or Gladly better?
Neither clearly leads. Amazon Lex starts at $0.00075/per text request and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Lex or Gladly?
Amazon Lex starts at $0.00075/per text request and Gladly at $180/month.
Does Amazon Lex or Gladly run on more platforms?
Amazon Lex runs on Web, AWS Cloud. Gladly runs on Web, Ios, Android.
What is Amazon Lex best used for?
Amazon Lex is most often used for building conversational chatbots leveraging alexa deep learning engine, voice and text-based nlu applications requiring automatic speech recognition, custom conversational interfaces integrated into existing applications. Of those, building conversational chatbots leveraging alexa deep learning engine and voice and text-based nlu applications requiring automatic speech recognition are not what Gladly is typically brought in for.
What can Amazon Lex do that Gladly cannot?
Amazon Lex covers Speech recognition, Natural language understanding, Voice and text, Lambda integration. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle Web support.
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Related pages

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