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

Amazon Web Services has enhanced its Amazon Connect Customer platform with generative AI capabilities that automatically evaluate self-service customer interactions. The new feature allows contact center managers to define custom evaluation criteria using natural language prompts, such as "Were all of the customer issues resolved by the AI agent?" The AI system then analyzes interactions and provides detailed reasoning for its assessments along with relevant references from conversation transcripts. Managers can access these AI-generated evaluations both individually and in aggregate form, alongside interaction recordings and transcripts, to identify areas for improving AI agent performance. The feature is designed to help organizations enhance their customer experience by providing data-driven insights into how well their automated systems are handling customer inquiries. The capability is currently available across seven AWS regions including US East, US West, multiple Asia Pacific locations, and Europe (Frankfurt).