Amazon Connect Customer now suggests changes to performance evaluation forms that improve the accuracy of evaluations automatically filled by AI. While setting up an evaluation form, managers can run an automated check that compares the form against best practices with a single click. Managers then receive a list of evaluation questions that are missing context for AI to score reliably, along with suggestions to make them more specific. For example, the check might flag “Did the agent provide a sales disclosure?” and prompt the manager to define exactly what the agent must disclose before a sale. This helps managers automatically score human and AI agents fairly and accurately, while spending less time refining their evaluation forms.
This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo). To learn more, please visit our documentation and our webpage. For information about Amazon Connect Customer pricing, please visit our pricing page.
Categories: general:products/amazon-connect,marketing:marchitecture/contact-center
Source: Amazon Web Services
