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Live Chat & Chatbots · head to head

Amazon Lex vs Kayako

Amazon Lex logo

Amazon Lex

Live Chat & Chatbots

AWS conversational AI service

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

Kayako

Live Chat & Chatbots

Effortless customer service

From
$30/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); Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • They diverge on capability: Amazon Lex covers Speech recognition, Kayako covers Unified inbox.

Where they differ

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

Attributes where Amazon Lex and Kayako differ
AttributeAmazon LexKayako
Starting price$0.00075/per text request$30/month
Pricing modelusage-basedsubscription
PlatformsWeb, AWS CloudWeb, Ios, Android
Founded20062001

Identical on both: free tier (No), user rating (Not yet rated), category (Live Chat & Chatbots).

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 Kayako

  • Unified inbox
  • Live chat
  • Help center
  • Customer journey
  • Automation
  • Reporting
  • Slack
  • 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 Kayako
  • Voice and text-based NLU applications requiring automatic speech recognitionnot Kayako
  • Custom conversational interfaces integrated into existing applicationsnot Kayako

Kayako

  • Help desk ticketing with a unified inbox and knowledge basenot Amazon Lex
  • Resolving support tickets automatically with an AI agentnot 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

Kayako

  • The AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • A resolution counts when the AI solves the issue without human involvement, so the definition of a billable event is set by the vendor's own system
  • No per agent monthly price is published for the full Kayako One platform
  • Full platform pricing requires talking to an expert

Pricing, plan by plan

Amazon Lex

$0.00075/per text request

No published plan breakdown. See the Amazon Lex review.

Kayako

$30/month
  • Inbox$30/month
    • Email & live chat
    • Help center
    • Basic automation
  • Growth$60/month
    • Everything in Inbox
    • Customer journey
    • SLA management
  • Scale$100/month
    • Everything in Growth
    • Advanced reporting
    • Custom roles

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 Kayako if

  • You need unified inbox.
  • You work on Web, Ios, Android.
  • You also want live chat.
Kayako review

Questions people ask

Is Amazon Lex or Kayako better?
Neither clearly leads. Amazon Lex starts at $0.00075/per text request and Kayako at $30/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Lex or Kayako?
Amazon Lex starts at $0.00075/per text request and Kayako at $30/month.
Does Amazon Lex or Kayako run on more platforms?
Amazon Lex runs on Web, AWS Cloud. Kayako 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 Kayako is typically brought in for.
What can Amazon Lex do that Kayako cannot?
Amazon Lex covers Speech recognition, Natural language understanding, Voice and text, Lambda integration. Kayako covers Unified inbox, Live chat, Help center, Customer journey. Both handle Web support.
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Related pages

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