The system allows managers to define evaluation criteria in natural language for assessing AI agent performance during customer self-service interactions. Generative AI analyzes conversations, offering detailed reasoning and referencing specific transcript points to explain quality assessments.
This feature supports aggregate and individual contact reviews, enabling identification of performance gaps and improvement opportunities. Available in multiple AWS regions, it enhances customer experience management by automating quality evaluation with AI-generated explanations accessible alongside interaction recordings and transcripts.
Source & further reading
Amazon Connect Customer now uses generative AI to automatically evaluate self-service interactions ↗Source published 2026-05-27. 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.