Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled manually or automatically using insights from conversational analytics, and other Connect data. For example, you can automatically assess if the AI agent repeatedly fails to understand the customer, resulting in poor customer sentiment and transfer to a human agent. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance.
Manually filled evaluations of self-service interactions are available in all regions where Amazon Connect is offered. Automated evaluations of self-service interactions are available in the following AWS regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt). For information about Amazon Connect pricing, please visit our pricing page. To learn more, please visit our documentation and our webpage.
Categories: marketing:marchitecture/customer-enablement,marketing:marchitecture/business-productivity,general:products/amazon-connect
Source: Amazon Web Services
Latest Posts
- AWS End User Messaging and Amazon SES now offer AI agent skills for the AWS MCP Server
- Amazon EC2 M8i and M8i-flex instances are now available in additional regions
- Amazon EC2 R8i and R8i-flex instances are now available in additional regions
- Amazon EC2 C8i and C8i-flex instances are now available in additional regions
