Amazon Connect now provides eight new metrics to measure and improve AI agent performance, including goal success rate, faithfulness score, and tool selection accuracy. These metrics offer visibility into the quality of AI-driven customer interactions, enabling measurement and continuous improvement of AI agent outcomes. With this launch, you can monitor whether AI agents successfully resolved customer requests, assess faithfulness and detect contextual hallucinations. You can also evaluate tool selection and utilization accuracy, and capture customer feedback through thumbs up/down ratings when enabled.
You can access these new metrics through Amazon Connect’s AI Agent Performance dashboard, or through the GetMetricDataV2 API and zero-ETL data lake for custom reporting or integration with your existing analytics workflows.
This feature is available in all AWS Regions where Amazon Connect AI Agents is supported. For more information, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, an AI-native solution that turns every customer interaction into a moment worth remembering, visit the Amazon Connect website
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect
Source: Amazon Web Services
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