Amazon Connect Customer now provides evaluation form templates so managers don’t have to build forms from scratch, reducing the time to deploy automated evaluations of human and AI agent performance. These templates cover typical customer interaction scenarios: customer service, inbound sales, and self-service. Each template assesses human and AI agent behaviors. For example, the customer service template includes questions such as “Did the agent show empathy toward the customer’s issue?” Templates also include questions that assess business outcomes such as customer satisfaction and attrition risk, so managers can see how agent behaviors relate to outcomes. Managers can use the templates as-is or customize them before deploying.
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, visit our documentation and our webpage. For Amazon Connect Customer pricing, visit our pricing page.
Categories: general:products/amazon-connect,marketing:marchitecture/contact-center
Source: Amazon Web Services
