TrustRadius

Amazon Lex vs. Verint Intelligent Virtual Assistant (IVA)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Lex
Score 7.5 out of 10
N/A
AWS provides Amazon Lex, a chatbot building technology.
$0
Per Speech Request
Verint Intelligent Virtual Assistant (IVA)
Score 7.7 out of 10
N/A
The Verint Intelligent Virtual Assistant (formerly Verint Self-Service solutions) is a customer-oriented knowledge management solution including technology acquired by Verint from Next IT in 2017. The platform includes voice self-service IVR, a virtual AI-guided assistant (Next IT), and Verint's own knowledge management system for self-service.N/A
Pricing
Amazon LexVerint Intelligent Virtual Assistant (IVA)
Editions & Modules
Request and Response
$0.004
Per Speech Request
Stream Conversation
$0.0065
Per Speech Interval
No answers on this topic
Offerings
Pricing Offerings
Amazon LexVerint Intelligent Virtual Assistant (IVA)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Amazon LexVerint Intelligent Virtual Assistant (IVA)
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Amazon LexVerint Intelligent Virtual Assistant (IVA)
Small Businesses
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Medium-sized Companies
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Enterprises
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Score 9.9 out of 10
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Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon LexVerint Intelligent Virtual Assistant (IVA)
Likelihood to Recommend
8.0
(0 ratings)
7.7
(0 ratings)
Usability
9.0
(0 ratings)
5.9
(0 ratings)
Support Rating
8.0
(0 ratings)
-
(0 ratings)
User Testimonials
Amazon LexVerint Intelligent Virtual Assistant (IVA)
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.
Verified User
Anonymous
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The IVA is very well suited to handle routine questions and basic actions that would typically require customer support. It may be a little more challenged handling edge cases but in those instances we have found it provides an easy transfer to a live agent
Verified User
Anonymous
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Pros
No answers on this topic
  • Payment Handling
  • FAQ
  • Contextual Interaction
  • High Volume, Low Value Calls
  • Replacement Card Handling
Verified User
Anonymous
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Cons
No answers on this topic
  • Customer service (support)
  • Reservations
  • E-Commerce
José Martín Rivera | TrustRadius Reviewer
José Martín Rivera
Innovation and Projects Manager
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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.
Verified User
Anonymous
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It is well suited for employees with technical experience
JL
James Liebherr
Director, CX Operation
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Support Rating
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.
Verified User
Anonymous
Read full review
No answers on this topic
Alternatives Considered
No answers on this topic
Verint Intelligent Virtual Assistant is a complement of the previous products selected. Once we study extensive customer wave information to study, and we identified opportunities areas to best and improve the operation then Verint Intelligent Virtual Assistant takes part to give customer solutions.
José Martín Rivera | TrustRadius Reviewer
José Martín Rivera
Innovation and Projects Manager
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
Verified User
Anonymous
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  • Decreased overall AHT in chat by 10% minutes
  • Improved overall containment rates by 10%
  • Has yet to help our CSAT/NPS scores
Verified User
Anonymous
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ScreenShots

Verint Intelligent Virtual Assistant (IVA) Screenshots

Screenshot of the IVA analytics dashboardScreenshot of an IVA conversation flowScreenshot of out-of-the-box IVA NLP AI modelsScreenshot of the connectors integration