Amazon Connect Customer launches evaluation form templates

Amazon Connect Customer has launched pre-built evaluation form templates designed to help managers assess agent performance without starting from scratch. The templates target common customer interaction scenarios, including customer service, inbound sales, and self-service, ensuring standardized evaluations across different use cases. Each template includes questions that evaluate both human and AI agent behaviors, such as assessing empathy in customer service interactions. The forms also incorporate metrics tied to business outcomes, like customer satisfaction and attrition risk, enabling managers to link agent actions to measurable results.

Managers can deploy the templates immediately or customize them to align with specific business needs before implementation. This flexibility allows organizations to tailor evaluations to their unique requirements while maintaining consistency in performance tracking. The templates are designed to reduce the time and effort required to set up automated evaluations, accelerating the deployment of quality assurance processes. Support for multiple languages is included to accommodate diverse customer bases.

The feature is now available in eight AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Organizations in these regions can begin using the templates without additional setup delays. The regional availability ensures broader accessibility for global teams managing customer interactions.

To assist users, Amazon Connect Customer provides documentation and a dedicated webpage outlining the evaluation form templates and their features. Pricing details for Amazon Connect Customer are available on a separate pricing page, allowing organizations to assess costs before adoption. These resources support informed decision-making and implementation of the new evaluation tools.