Amazon Connect now provides businesses with the ability to automatically evaluate the quality of self-service interactions and get aggregated insights to improve customer experience. Managers can define custom criteria to assess the quality of self-service interactions, that can be filled manually or automatically using insights from conversational analytics, and other Connect data. For example, you can automatically assess if the AI agent repeatedly fails to understand the customer, resulting in poor customer sentiment and transfer to a human agent. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance.
Manually filled evaluations of self-service interactions are available in all regions where Amazon Connect is offered. Automated evaluations of self-service interactions are available in the following AWS regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt). For information about Amazon Connect pricing, please visit our pricing page. To learn more, please visit our documentation and our webpage.
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