Amazon Connect Customer now uses generative AI to automatically evaluate self-service interactions
Amazon Connect Customer now enables managers to use generative AI to automatically evaluate self-service interactions, and get aggregated insights to help improve customer experience. Managers can define custom evaluation criteria in natural language within evaluation forms — such as "Were all of the customer issues resolved by the AI agent?" — which generative AI uses to help assess the quality of the self-service interaction. Connect provides detailed reasoning for the evaluation along with relevant reference points from the conversation transcript. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance.
This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt). To learn more, please visit our documentation and our webpage. For information about Amazon Connect Customer pricing, please visit our pricing page.