9 Ratings
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Top Rated
132 Ratings
9 Ratings
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Score 7.7 out of 100

Khoros Care

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Top Rated
132 Ratings
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Score 8.4 out of 100

Attribute Ratings

  • Amazon Lex is rated higher in 2 areas: Usability, Support Rating
  • Khoros Care is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

Amazon Lex

80%
1 Rating
8.1

Khoros Care

81%
71 Ratings

Likelihood to Renew

Amazon Lex

N/A
0 Ratings
8.1

Khoros Care

81%
39 Ratings

Usability

9.0

Amazon Lex

90%
1 Rating
7.6

Khoros Care

76%
7 Ratings

Availability

Amazon Lex

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Performance

Amazon Lex

N/A
0 Ratings
9.0

Khoros Care

90%
4 Ratings

Support Rating

8.0

Amazon Lex

80%
1 Rating
7.2

Khoros Care

72%
10 Ratings

In-Person Training

Amazon Lex

N/A
0 Ratings
9.0

Khoros Care

90%
2 Ratings

Online Training

Amazon Lex

N/A
0 Ratings
7.3

Khoros Care

73%
1 Rating

Implementation Rating

Amazon Lex

N/A
0 Ratings
8.1

Khoros Care

81%
44 Ratings

Product Scalability

Amazon Lex

N/A
0 Ratings
8.5

Khoros Care

85%
36 Ratings

Likelihood to Recommend

Amazon AWS

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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Khoros (Formerly Spredfast + Lithium)

Khoros Care is great for quick responses on Facebook, Twitter, and Instagram, which are our three most used platforms. Based on what I have seen, it would be better to have a more in-depth review module that allows for better response capability. Right now, it seems that Khoros Care only allows us a bird's eye view of sentiment and issues, versus handling all responses across various review platforms.
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Pros

Amazon AWS

No answers on this topic

Khoros (Formerly Spredfast + Lithium)

  • Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
  • Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
  • Khoros Care helps our social media manager manage and monitor our teams.
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Cons

Amazon AWS

No answers on this topic

Khoros (Formerly Spredfast + Lithium)

  • More options to customize the default templates for the smart views in analytics or the pre-made one for work queues and agents
  • Automated and customized exports from analytics without the need to use APIs
  • More granular priorities or prioritization methods (like a point system)
  • More metrics to prioritize conversations with, like answer speed of the author, time waited since last answer, custom attributes, etc.
Read full review

Pricing Details

Amazon Lex

Starting Price

$0.004 Per Speech Request

Editions & Modules

Amazon Lex editions and modules pricing
EditionModules
Request and Response$0.0041
Stream Conversation$0.00652

Footnotes

  1. Per Speech Request
  2. Per Speech Interval

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Khoros Care

Starting Price

Editions & Modules

Khoros Care editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Pricing is variable based on the needs of the customer.

    Get a Demo

    Likelihood to Renew

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    I don't see any reason why we would not renew. We have had a great overall experience, and other than some support concerns, everything has run smoothly. In addition to the platform, our experience with the bot has been really good. We average between 25-30% of our volume handled by the bot, while still maintaining easy-to-use offramps for customers.
    Read full review

    Usability

    Amazon AWS

    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.
    Read full review

    Khoros (Formerly Spredfast + Lithium)

    The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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    Reliability and Availability

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Performance

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    No issues.
    Read full review

    Support Rating

    Amazon AWS

    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.
    Read full review

    Khoros (Formerly Spredfast + Lithium)

    Khoros [Care (Formerly Spredfast + Lithium)] has made several improvements to its support and engagement for clients. Response times have improved and the need to seek support has drastically reduced, highlighting the improvements in the experience to reduce customer pain.
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    In-Person Training

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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    Implementation Rating

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    The implementation was very easy! They work diligently to ensure that everything that you want to monitor is put into one place eliminating the worry of missed interactions and as needs change the ability to edit what's being searched for is quick and easy to set up.
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    Alternatives Considered

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    We previously used Hootsuite. Hootsuite was very clunky for Customer Service, and oftentimes it would end up that agents would accidentally step over each other, send out multiple responses, or struggle to identify posts to work. Hootsuite was more intended for marketing and struggled at times with response. However, Khoros Care is a good balance of both, and also has tools specific to marketing versus customer service. Additionally, Khoros now has far more platforms than we previously had in Hootsuite.
    Read full review

    Scalability

    Amazon AWS

    No answers on this topic

    Khoros (Formerly Spredfast + Lithium)

    I see the Khoros team bringing on new employees and different expertise as their platform grows to more brands. They are dedicated to ensure they are growing with their customers and building new products to fulfill the needs of their customers request
    Read full review

    Return on Investment

    Amazon AWS

    • 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

    Khoros (Formerly Spredfast + Lithium)

    • Less overheads due to automated features in the tool.
    • Stopped using external survey tools and used care CSAT surveys, this resulted in cost-cutting.
    • Saving time by responding to customers quicker.
    • Ability to manage different channels in one platform and unified reporting.
    Read full review

    Screenshots

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