Amazon Connect now provides automated performance evaluations for self-service interactions
News
This article announces that Amazon Connect now provides automated performance evaluations for self-service interactions, enabling businesses to assess and improve AI agent quality.
- Managers can define custom criteria to evaluate self-service interaction quality
- Evaluations can be filled manually or automatically using conversational analytics
- Automatically detects when AI agents fail to understand customers
- Identifies poor sentiment and unnecessary transfers to human agents
- Provides aggregate insights and individual contact reviews with recordings and transcripts
- Manual evaluations available in all Amazon Connect regions
- Automated evaluations available in seven AWS regions globally
Amazon Connect's new evaluation feature helps businesses optimize self-service AI performance by providing data-driven insights into agent effectiveness and customer experience.
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