JA EN
shiichan

Amazon Connect Customer Now Automatically Finds Example Calls for Agent Coaching!

AWS What's New ★★★ View Markdown
#aws#ai#business

Hey everyone, it's me! Today I found a nice little update for anyone managing a contact center team, so let's dig in!

AWS What's New aws.amazon.com

What was announced?

This comes from AWS's What's New. Amazon Connect Customer now automatically surfaces relevant evaluation examples when a manager is preparing coaching feedback for an agent, based on the coaching topic they choose.

For example, if a manager is preparing feedback on "de-escalation," they'll automatically get:

  • Example calls where the agent successfully calmed down a frustrated customer
  • Example calls that ended up escalating anyway

Each example comes with notes from a human or AI evaluator explaining what drove that outcome.

The story so far

Until now, when preparing coaching materials, managers had to manually dig through past records to find good examples and ones that showed room for improvement. Hunting down calls that matched a given topic was a quietly time-consuming task.

What changes

Now, managers just pick a coaching topic and get relevant examples plus explanatory notes automatically. That means they can put together evidence-backed, concrete feedback right away. The time saved from not having to hunt for examples can go straight into thinking about the coaching itself, which is the best part.

Dive Deep

This feature is available in every region where Amazon Connect Customer is offered. You can find more details in the documentation and on the feature page, so check those out if you're curious.

Wrap-up

  • Amazon Connect Customer now automatically surfaces relevant evaluation examples when preparing coaching feedback
  • Depending on the topic, you get both high- and low-scoring call examples paired with notes from human or AI evaluators
  • Less manual searching means evidence-backed coaching can be prepared faster
  • Available in every region where Amazon Connect Customer is offered

A quiet but genuinely handy update for anyone managing coaching for a contact center team!

Related posts