Amazon Connect expanded its AI agent monitoring with eight metrics including goal success rate, faithfulness score, and tool selection accuracy. These metrics help quantify how effectively AI agents resolve requests, assess response reliability, and detect contextual inaccuracies or hallucinations during customer engagements.
Metrics are accessible via the AI Agent Performance dashboard or API endpoints for integration with analytics workflows. Customer feedback collection through thumbs up/down ratings further supports evaluation. This functionality is available in all AWS regions supporting Amazon Connect AI Agents, enabling organizations to iteratively refine AI-driven customer service.
Source & further reading
Amazon Connect now provides eight new metrics to measure and improve AI agent performance ↗Source published 2026-04-24. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.