Managers historically faced difficulty extracting actionable insights from complex contact center data. The new feature enables querying performance metrics in natural language, delivering prioritized findings with evidence and suggested remediation steps instantly.
By synthesizing metrics across queues, agent performance, and self-service, it identifies opportunities like automation candidates based on high handle time or after-contact work. This reduces reliance on analysts and accelerates data-driven decision making. The capability is available wherever Amazon Connect Customer AI Agents operate.
Source & further reading
Amazon Connect Customer now lets managers chat with their data ↗Source published 2026-08-21. 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.