Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages.
This feature is supported in 8 AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore). For information about Amazon Connect pricing, please visit our pricing page. To learn more, please visit our documentation and our webpage.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/applications,general:products/amazon-connect
Source: Amazon Web Services
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