Amazon Connect Customer now uses generative AI to automatically evaluate self-service interactions

Amazon Connect Customer Updates

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?" Generative AI uses these criteria to assess the quality of the self-service interaction, providing detailed reasoning and 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.

Available Regions

• US East (N. Virginia)
• US West (Oregon)
• Asia Pacific (Seoul)
• Asia Pacific (Singapore)
• Asia Pacific (Sydney)
• Asia Pacific (Tokyo)
• Europe (Frankfurt)

What to do

• Visit the Amazon Connect Customer documentation for more information.
• Check the Amazon Connect Customer webpage for updates.
• Review the Amazon Connect Customer pricing page.

Source: AWS release notes

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