Discover more about what's new at AWS with Amazon Connect Customer now uses generative AI to automatically evaluate self-service interactions

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Amazon Connect Customer has added generative AI-powered automatic evaluation of self-service (AI agent) interactions. Managers can define custom evaluation criteria in natural language within evaluation forms, and the AI assesses interaction quality, provides reasoning, and surfaces reference points from transcripts. Aggregated and per-contact insights help identify opportunities to improve AI agent performance. The feature is available across seven AWS regions.