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Software · head to head

Kayako vs Amazon Lex

Kayako logo

Kayako

Software

Effortless customer service

From
$30/month
Rated
-
Full reviewWebsite
Amazon Lex logo

Amazon Lex

Software

AWS conversational AI service

From
$0.00075/per text request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription; Amazon Lex pay-as-you-go model with no standard free tier, only AWS free credits for new customers (6 months, $200 limit)
  • They diverge on capability: Kayako covers Unified inbox, Amazon Lex covers Speech recognition.

Where they differ

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

Attributes where Kayako and Amazon Lex differ
AttributeKayakoAmazon Lex
Starting price$30/month$0.00075/per text request
Pricing modelsubscriptionusage-based
PlatformsWeb, Ios, AndroidWeb, AWS Cloud
Founded20012006

Identical on both: free tier (No), 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 Kayako

  • Unified inbox
  • Live chat
  • Help center
  • Customer journey
  • Automation
  • Reporting
  • Slack
  • Salesforce

Only in Amazon Lex

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

Both cover

  • Web support

What people use each for

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

Kayako

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

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

Where each one falls short

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

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

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

Pricing, plan by plan

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

Amazon Lex

$0.00075/per text request

No published plan breakdown. See the Amazon Lex review.

Which should you pick?

Choose Kayako if

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

Choose Amazon Lex if

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

Questions people ask

Is Kayako or Amazon Lex better?
Neither clearly leads. Kayako starts at $30/month and Amazon Lex at $0.00075/per text request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Kayako or Amazon Lex?
Kayako starts at $30/month and Amazon Lex at $0.00075/per text request.
Does Kayako or Amazon Lex run on more platforms?
Kayako runs on Web, Ios, Android. Amazon Lex runs on Web, AWS Cloud.
What is Kayako best used for?
Kayako is most often used for help desk ticketing with a unified inbox and knowledge base, resolving support tickets automatically with an ai agent. Of those, help desk ticketing with a unified inbox and knowledge base and resolving support tickets automatically with an ai agent are not what Amazon Lex is typically brought in for.
What can Kayako do that Amazon Lex cannot?
Kayako covers Unified inbox, Live chat, Help center, Customer journey. Amazon Lex covers Speech recognition, Natural language understanding, Voice and text, Lambda integration. Both handle Web support.
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