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Live Chat & Chatbots · head to head

Amazon Lex vs LiveChat

Amazon Lex logo

Amazon Lex

Live Chat & Chatbots

AWS conversational AI service

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

LiveChat

Live Chat & Chatbots

Customer service software that delights

From
$20/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); LiveChat the Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • They diverge on capability: Amazon Lex covers Speech recognition, LiveChat covers Live chat.

Where they differ

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

Attributes where Amazon Lex and LiveChat differ
AttributeAmazon LexLiveChat
Starting price$0.00075/per text request$20/month
Pricing modelusage-basedsubscription
PlatformsWeb, AWS CloudWeb, Ios, Android, Desktop
Founded20062002

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 LiveChat

  • Live chat
  • Ticketing
  • Chat routing
  • Analytics
  • Canned responses
  • File sharing
  • Shopify
  • WordPress

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 LiveChat
  • Voice and text-based NLU applications requiring automatic speech recognitionnot LiveChat
  • Custom conversational interfaces integrated into existing applicationsnot LiveChat

LiveChat

  • Live chat support on a website with agent routingnot Amazon Lex
  • Handling customer conversations across chat, SMS and messaging channelsnot 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

LiveChat

  • The Starter plan retains only 60 days of chat history, so an audit trail requires the Team plan at $49 per person per month
  • Pricing is per agent, so support cost scales with headcount rather than with conversation volume
  • AI reply suggestions are capped by plan, at 3 knowledge sources on Starter and 10 above it
  • Surveys and eye catchers are predefined rather than customisable below the Enterprise plan
  • SSO, white labelling and HIPAA compliance are Enterprise only

Pricing, plan by plan

Amazon Lex

$0.00075/per text request

No published plan breakdown. See the Amazon Lex review.

LiveChat

$20/month
  • Starter$20/month
    • 60-day chat history
    • Basic customization
    • Ticketing system
  • Team$41/month
    • Unlimited history
    • Advanced reporting
    • Branding removal
  • Business$59/month
    • Staffing prediction
    • Work scheduler
    • Apple Business Chat
  • Enterprise$undefined/month
    • Dedicated account manager
    • Product training
    • SSO

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 LiveChat if

  • You need live chat.
  • You work on Web, Ios, Android, Desktop.
  • You also want ticketing.
LiveChat review

Questions people ask

Is Amazon Lex or LiveChat better?
Neither clearly leads. Amazon Lex starts at $0.00075/per text request and LiveChat at $20/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Lex or LiveChat?
Amazon Lex starts at $0.00075/per text request and LiveChat at $20/month.
Does Amazon Lex or LiveChat run on more platforms?
Amazon Lex runs on Web, AWS Cloud. LiveChat runs on Web, Ios, Android, Desktop.
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 LiveChat is typically brought in for.
What can Amazon Lex do that LiveChat cannot?
Amazon Lex covers Speech recognition, Natural language understanding, Voice and text, Lambda integration. LiveChat covers Live chat, Ticketing, Chat routing, Analytics. Both handle Web support.
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