Amazon Connect Customer now provides automated checks to improve performance evaluation forms
Amazon Connect Customer introduces automated checks to refine performance evaluation forms, helping managers improve AI-generated scoring accuracy with suggested adjustments.
Amazon Connect Customer now offers automated checks that evaluate performance evaluation forms against best practices with a single click. Managers receive a list of questions lacking sufficient context for AI to score reliably, along with specific suggestions for improvement. For instance, a flagged question like 'Did the agent provide a sales disclosure?' may prompt managers to define required disclosure details before a sale. This streamlines the process of refining evaluation forms for fair and accurate AI scoring.
The feature aims to reduce the time managers spend manually adjusting evaluation forms while ensuring AI can score responses consistently. By identifying missing context in questions, it helps standardize evaluations across human and AI agents. The automated checks are designed to enhance the reliability of performance assessments without requiring extensive manual input.
Managers can access the automated checks directly within the evaluation form setup process in Amazon Connect Customer. The system provides actionable feedback, such as rephrasing vague questions or adding missing criteria, to improve AI scoring accuracy. This feature is intended to simplify the creation of robust evaluation forms that align with best practices.
The feature is available in multiple AWS Regions, including US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo). Additional details can be found in the documentation, webpage, and pricing page linked by Amazon Connect Customer.