Amazon Connect Contact Lens now automates agent performance evaluations using generative AI

Amazon Connect Contact Lens now provides you with the ability to use generative AI to automatically fill and submit agent performance evaluations. Managers can now specify their evaluation criteria in natural language, and use generative AI for automating evaluations of any or all of agents’ customer interactions, and get aggregated agent performance insights across cohorts of agents over time. You are also provided with context and justification for the automated evaluations along with references to specific points in the conversation for agent coaching. This launch provides managers with automated evaluations of additional agent behaviors (e.g., was the agent able to resolve the customer’s issue?), enabling managers to comprehensively monitor and improve regulatory compliance, agent adherence to quality standards and sensitive data collection, while reducing the time spent on evaluating agent performance.

This feature is supported in the English language and is available in 8 AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore). To learn more, please visit our documentation and our webpage. This feature is included within Contact Lens performance evaluations at no additional cost. For information about Contact Lens pricing, please visit our pricing page.