Amazon Lex vs Capacity
Amazon Lex
aws.amazon.comCapacity
capacity.comSide by side
| Figure | Amazon Lex | Capacity |
|---|---|---|
| Price from | $0.50/mo | — |
| Free plan | Yes | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 7 | 6 |
| Spec score · Conversational AI Platforms | 9.1 (#1) | 8.4 (#11) |
| Spec score · Chatbot Builders | 9.1 (#7) | 8.5 (#54) |
| Channels | Bots can be deployed across mobile devices and chat services including Facebook Messenger, Slack, Kik, and Twilio SMS. | Its AI agents support chat, SMS, voice, and email. |
| Free plan | No | No |
| Human handoff | Yes | Yes |
| Pricing model | Lex charges based on usage, with request-and-response and streaming conversation interaction models and no upfront commitment or minimum fee. | Pricing combines an annual platform subscription with volume-based AI usage and selected integrations or add-ons; prices are provided through a custom package rather than listed dollar amounts. |
| Security and compliance | Amazon Lex V2 is HIPAA eligible and AWS describes it as PCI, SOC, and ISO compliant. | Capacity states that it uses AES-256 encryption at rest and TLS 1.2 or higher in transit, and lists GDPR, HIPAA and SOC 2 Type II compliance. |
Plans
Amazon Lex
- Text requestsFree
- Speech requestsFree
- Automated Chatbot Designer$0.50 a month
- AWS Free TierFree
- Speech requestFree
- Text requestFree
- Automated chatbot designer$0.50, paid once
Capacity
- CorePrice not published
- CorePriced on request
- EnterprisePrice not published
- EnterprisePriced on request
- ProPriced on request
- ProPrice not published
In their own words
Amazon Lex
Amazon Lex lets application builders create conversational interfaces that respond to natural-language voice or chat input. It combines automatic speech recognition for voice with natural language understanding for voice and text interactions. Builders can use a visual flow builder and AI bot generation. The Automated Chatbot Designer analyzes conversation transcripts and proposes an initial design with intents and slot types; Test Workbench supports creating test sets and reviewing results. For FAQ responses, an intent can query an authorized knowledge source and foundation models from Amazon Bedrock. Bots can be deployed on mobile devices and chat services including Facebook Messenger, Slack, Kik, and Twilio SMS. AWS integrations include Lambda for backend logic, Cognito for authentication, Polly for text-to-speech, and Amazon Connect for contact centers. Lex is available for Android, iOS, web, and API use. Text and speech requests use pay-as-you-use pricing, with no upfront commitment or minimum fee in the listed examples. Automated Chatbot Designer training time is listed at $0.50 a month, with pricing described as per minute of training time. The AWS Free Tier is available for six months after account creation, with credits subject to stated eligibility and expiry terms.
Capacity
Capacity is a customer-experience automation platform for contact centers. It connects knowledge, data, and business systems to support AI agents and tools for human agents. Agents can handle chat, SMS, voice, and email, while the platform adds real-time agent assistance, automatic quality assurance, conversation intelligence, and outbound campaigns. Its AI Knowledge Orchestration Layer is described as the foundation that learns from interactions. Capacity targets mid-market and enterprise contact centers, typically those with 50 to 500 or more agents. Usage is measured by response for chat and email, minute for voice, message for SMS, and agent-time hour for assist and intelligence. The platform lists 273 integrations, including Salesforce, Zendesk, Slack, and Microsoft Teams. It offers API access, workflow actions, voice support, and human handoff. Capacity lists Core, Pro, and Enterprise plans with storage up to 100GB, 1TB, and 2TB; pricing is on request and there is no free plan.