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

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This article announces that Amazon Connect Customer now uses generative AI to automatically evaluate self-service interactions and provide insights for improving customer experience.

  • Managers define custom evaluation criteria in natural language within evaluation forms
  • Generative AI automatically assesses quality of self-service interactions
  • System provides detailed reasoning and relevant transcript references for evaluations
  • Managers can review insights in aggregate or on individual contacts
  • Access to self-service interaction recordings and transcripts for performance analysis
  • Available in seven AWS regions including US, Asia Pacific, and Europe

In summary, Amazon Connect Customer now automates evaluation of AI agent interactions using generative AI, helping managers identify improvement opportunities and enhance customer experience.

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