One-click checks for evaluation forms in Amazon Connect Customer!
Hello, it's Shii-chan! Here's a handy feature for anyone building contact center evaluation forms.
AWS What's New
aws.amazon.com
What was announced?
AWS What's New announced that Amazon Connect Customer now suggests changes to performance evaluation forms that improve the accuracy of evaluations automatically filled by AI.
What changes
While setting up an evaluation form, managers can run an automated check that compares the form against best practices with a single click. They get a list of questions that are missing context for AI to score reliably, along with suggestions to make them more specific.
Dive Deep
For example, the check might flag "Did the agent provide a sales disclosure?" and prompt the manager to define exactly what the agent must disclose before a sale.
The goal is to score human and AI agents fairly and accurately while spending less time refining forms.
Available in these eight Regions:
- US East (N. Virginia)
- US West (Oregon)
- Canada (Central)
- Europe (Frankfurt)
- Europe (London)
- Asia Pacific (Singapore)
- Asia Pacific (Sydney)
- Asia Pacific (Tokyo)
Wrap-up
- Compare an evaluation form against best practices in one click
- Finds vague questions that AI can't score reliably and suggests how to make them specific
- Makes it easier to score human and AI agents fairly
- Available in eight Regions
It's a good fit for quality managers in contact centers that use AI-based evaluation.