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Amazon Connect now provides eight new metrics to measure and improve AI agent performance

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This article announces eight new metrics for Amazon Connect to measure and improve AI agent performance.

  • Goal success rate tracks whether AI agents successfully resolved customer requests
  • Faithfulness score detects contextual hallucinations in AI responses
  • Tool selection accuracy evaluates proper tool utilization by AI agents
  • Customer feedback captured through thumbs up/down ratings when enabled
  • Metrics accessible via AI Agent Performance dashboard, GetMetricDataV2 API, and zero-ETL data lake
  • Available in all AWS Regions supporting Amazon Connect AI Agents

These metrics enable organizations to monitor AI agent quality and continuously improve customer interaction outcomes.

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