Amazon Connect now provides analytics and monitoring capabilities for AI agents across self-service and agent assistance experiences. With this launch, you can measure and continuously improve AI agent performance and customer outcomes through easy to customize dashboards that provide key metrics like number of AI agent led interactions, hand-off rates, conversation turns, and average handle time. You can also compare AI agent performance across versions to identify optimal configurations and review insights to understand where AI agents are performing well and where improvements are needed. Additionally, with this launch, you can configure rules to trigger automated actions, such as sending alerts when self-service contacts are transferred to human agents with low sentiment scores. Amazon Connect also provides AI agent traces via APIs with detailed information such as request and response payloads and tool invocations, enabling you to easily understand AI agent actions and decision-making for faster troubleshooting.
This capabilities is available in all AWS Regions where Amazon Connect AI agents are offered. To learn more about AI agent analytics, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.
Categories: marketing:marchitecture/customer-enablement,general:products/amazon-connect,marketing:marchitecture/business-productivity
Source: Amazon Web Services
