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Amazon Connect expands automated agent performance evaluations to 5 additional languages

Published
December 26, 2025
https://aws.amazon.com/about-aws/whats-new/2025/12/amazon-connect-automated-performance-evaluations-additional-languages/

Amazon Connect Automated Performance Evaluations in Additional Languages

Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers can define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also support cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages.

Supported Regions

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

What to do

Source: AWS release notes




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