Likelihood to Recommend
If you wish to quickly deploy multilingual chatbots without having to worry about infrastructure and model training, go for Amazon Lex. It is one of the best general-purpose conversational AI solutions in the market. The cherry on the cake is that it also seamlessly integrates with other AWS services, so you would be good there. Performance monitoring is very easy with AWS. It has support for both text and integration. If you are not a pro-NLP expert, Amazon Lex will make your job really easy.
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It is well suited for a web3 space, social media, or technology service company as it connects the users directly with the clients and is very user-friendly in my case. However, for small businesses, it can be higher in price, but in the end, it is always worth it.
Read full review Pros Real time conversations via online chat and WhatsApp. AI suggestions for online conversations and article enrichment. Insightful reports, both default and customized. Easy to upload in-app messages, for communicating contingecies for example. Easy to integrate to a wide variety of apps. Read full review Cons Live chat - if there was a way to have the live chat pop up as it does for the receiving end this would be a lot better Allocate the correct sending email when an email address is forwarded rather than bunch all email addresses together Option to forward an email to an outside email supplier for example Gmail Read full review Likelihood to Renew
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Read full review Usability
Easy to deploy and very easy to integrate with other AWS services. Automating simple tasks is also very easy with Amazon Lex. We never had NLP experts in our team, but we were still able to deploy chatbots for our support functions with minimal issues. Native integration with other AWS services like S3 and Lambda has been of paramount importance.
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We do need a reliable tool that connects us with our customers and the services we provide. Intercom helps us to do this easily. From user friendly interface to complex organization, intercom helps us provide great customer service that satisfies our customers. In return, we get more sales and contact
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Community support for Amazon Lex is good. Also, since it is an AWS service, the support has a similar standard as other AWS services. We have had a couple of instances of our bots weren't able to interact with our web apps. We reached out to the support team, and they were able to resolve our issue in no time. The documentation from the Amazon Lex team also makes creating chatbots a breeze.
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Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
Read full review Implementation Rating
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
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Keep in mind that my day-to-day focuses mainly on Help Center/article content. That's all I'm comparing/evaluating in this specific response. Intercom has come a long way in the two years or so that I've been using it. They've made major strides toward feature parity for articles and Help Center features and functionality. I'd say right now they're close to being on par with
, but still lacking a few key features. On the other hand, they've got ZD Guide beaten in some other areas--mostly recently added capabilities like direct, simple control over image sizing in article bodies (vs. manually clicking and dragging to resize images in ZD). One area where ZD (and I believe
, if I remember correctly) still has Intercom beat is in the process of creating inline hyperlinks to other articles in your same Help Center.
Read full review Return on Investment Support satisfaction has increased Time to resolve customer concerns has seen a major improvement Amazon Lex can quickly automate repetitive simple tasks for us Our organization has built NLP capability without having to hire language experts/linguists Since the integration with AWS services is natively supported, our existing DevOps team can manage our Amazon Lex deployment Read full review I like how easy it is to spot the user data needed to assist our members. Love how easy it is to link articles on the chat that will help both us and the customers. I like that the sales force or the tickets is already connected on the chat Read full review ScreenShots