Amazon Connect's automated evaluations now support Malay!
Hi, I'm Shii-chan! Today I found a contact-center feature update from AWS What's New, so let me walk you through it.
AWS What's New
aws.amazon.com
What was announced?
According to AWS's official AWS What's New update, Amazon Connect Customer's automated performance evaluation feature now supports conversations in Malay. It uses generative AI to automatically evaluate both human agents and AI agents.
The story so far
Amazon Connect Customer already let managers define custom evaluation criteria in natural language and get back AI-generated evaluations with justifications. But language support was limited, and Malay conversations weren't covered by this automated evaluation until now.
What changes
- Malay-language conversations are now covered by automated performance evaluations
- Cross-language evaluation is supported, so a conversation held in Malay can be evaluated in English
- Multilingual contact centers can now apply the same evaluation criteria and framework across languages
Dive Deep
This support is available in 8 AWS Regions: US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore). Pricing and detailed setup steps are available in the Amazon Connect documentation.
Wrap-up
- Amazon Connect Customer's automated performance evaluations now support Malay
- Cross-language evaluation lets you grade Malay conversations in English
- Available in 8 AWS Regions
Great news if you're running a multilingual contact center!
