Amazon Connect Customer now uses generative AI to automatically evaluate self-service interactions

Amazon Connect Customer now enables managers to use generative AI to automatically evaluate self-service interactions, and get aggregated insights to help improve customer experience. Managers can define custom evaluation criteria in natural language within evaluation forms — such as “Were all of the customer issues resolved by the AI agent?” — which generative AI uses to help assess the quality of the self-service interaction. Connect provides detailed reasoning for the evaluation along with relevant reference points from the conversation transcript.