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Google Dialogflow vs Salesforce Service Cloud

Google Dialogflow logo

Google Dialogflow

Software

Google's conversational AI platform

From
Free
Rated
-
Full reviewWebsite
Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite

The short version

  • Only Google Dialogflow has a free tier, so it costs nothing to try first.
  • Each has a real cost: 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.; 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: Google Dialogflow covers NLU and NLG, Salesforce Service Cloud covers Case management.

Where they differ

Only the attributes on which Google Dialogflow and Salesforce Service Cloud actually diverge.

Attributes where Google Dialogflow and Salesforce Service Cloud differ
AttributeGoogle DialogflowSalesforce Service Cloud
Starting priceFree$25/month
Pricing modelusage-basedsubscription
Free tierYesNo
PlatformsWeb, Mobile, Messaging apps, Voice assistantsWeb, Ios, Android
Founded19981999

Identical on both: 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 Google Dialogflow

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

Only in Salesforce Service Cloud

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

Both cover

  • Slack
  • Web support

What people use each for

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

Google Dialogflow

  • Customer engagementnot Salesforce Service Cloud
  • Lead generationnot Salesforce Service Cloud
  • Customer supportnot Salesforce Service Cloud
  • Sales automationnot Salesforce Service Cloud

Salesforce Service Cloud

  • Enterprise customer servicenot Google Dialogflow
  • Field servicenot Google Dialogflow
  • Self-service portalsnot Google Dialogflow
  • AI-powered supportnot Google Dialogflow

Where each one falls short

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

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.

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

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

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 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

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 Google Dialogflow or Salesforce Service Cloud better?
Neither clearly leads. Google Dialogflow starts at Free 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, Google Dialogflow or Salesforce Service Cloud?
Google Dialogflow has a free tier; the other does not. Paid plans start at Free for Google Dialogflow and $25/month for Salesforce Service Cloud.
Does Google Dialogflow or Salesforce Service Cloud run on more platforms?
Google Dialogflow runs on Web, Mobile, Messaging apps, Voice assistants. Salesforce Service Cloud runs on Web, Ios, Android.
Can I use Google Dialogflow for free?
Yes. Google Dialogflow has a free tier, so you can try it without paying. Salesforce Service Cloud starts at $25/month.
What is Google Dialogflow best used for?
Google Dialogflow is most often used for customer engagement, lead generation, customer support, sales automation. Of those, customer engagement and lead generation are not what Salesforce Service Cloud is typically brought in for.
What can Google Dialogflow do that Salesforce Service Cloud cannot?
Google Dialogflow covers NLU and NLG, Multi-language support, Integration with Google services, Webhooks. Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. Both handle Slack, Web support.
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Related pages

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