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Live Chat & Chatbots · head to head

Amazon Lex vs Salesforce Service Cloud

Amazon Lex logo

Amazon Lex

Live Chat & Chatbots

AWS conversational AI service

From
$0.00075/per text request
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Customer Support

Customer service software that powers loyalty

From
$25/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); Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers
  • They diverge on capability: Amazon Lex covers Speech recognition, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which Amazon Lex and Salesforce Service Cloud actually diverge.

Attributes where Amazon Lex and Salesforce Service Cloud differ
AttributeAmazon LexSalesforce Service Cloud
Starting price$0.00075/per text request$25/month
Pricing modelusage-basedsubscription
PlatformsWeb, AWS CloudWeb, Ios, Android
CategoryLive Chat & ChatbotsCustomer Support
Founded20061999

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 Salesforce Service Cloud

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • Slack

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

Salesforce Service Cloud

  • Enterprise customer servicenot Amazon Lex
  • Field servicenot Amazon Lex
  • Self-service portalsnot Amazon Lex
  • AI-powered supportnot 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

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

Pricing, plan by plan

Amazon Lex

$0.00075/per text request

No published plan breakdown. See the Amazon Lex review.

Salesforce Service Cloud

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

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 Salesforce Service Cloud if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud review

Questions people ask

Is Amazon Lex or Salesforce Service Cloud better?
Neither clearly leads. Amazon Lex starts at $0.00075/per text request and Salesforce Service Cloud at $25/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Amazon Lex or Salesforce Service Cloud?
Amazon Lex starts at $0.00075/per text request and Salesforce Service Cloud at $25/month.
Does Amazon Lex or Salesforce Service Cloud run on more platforms?
Amazon Lex runs on Web, AWS Cloud. Salesforce Service Cloud 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 Salesforce Service Cloud is typically brought in for.
What can Amazon Lex do that Salesforce Service Cloud cannot?
Amazon Lex covers Speech recognition, Natural language understanding, Voice and text, Lambda integration. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Web support.
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