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aws AWS What's New ·

Amazon Connect uses generative AI for automated self-service interaction evaluation

aiawsengineer
feature

Amazon Connect now integrates generative AI to automatically evaluate self-service customer interactions, providing managers with aggregated insights for improving customer experience. Users can define custom evaluation criteria in natural language, and the AI will assess interaction quality, offering detailed reasoning. This feature is available in select AWS regions and aims to help identify opportunities for enhancing AI agent performance.

  • →Automated self-service interaction evaluation with generative AI
  • →Aggregated insights for AI agent performance improvement
  • →Availability in specific AWS Regions
Features (1) ›
  • Automated self-service interaction evaluation with generative AI

    Managers can now use generative AI within Amazon Connect to automatically evaluate self-service interactions. The system uses natural language definitions to assess interaction quality and provides detailed reasoning.

Enhancements (1) ›
  • Aggregated insights for AI agent performance improvement

    The feature provides aggregated and individual contact insights, alongside interaction recordings and transcripts. This helps managers identify opportunities to improve AI agent performance.

Notes (1) ›
  • Availability in specific AWS Regions

    This functionality is currently available in the US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt) AWS Regions.

Read the original announcement →

https://aws.amazon.com/about-aws/whats-new/2026/05/amazon-connect-customer-gen-AI-evaluations-self-service

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