Amazon Connect Customer now includes an automated check for performance evaluation forms. When a manager sets up a form, they can click a button that compares the questions to best‑practice guidelines. The AI lists any questions lacking enough context for reliable scoring and offers specific wording suggestions. This aims to make scoring of both human and AI agents fairer while reducing the time spent refining forms. The feature is live in several AWS regions worldwide.
Why it matters
Call‑center supervisors can improve evaluation accuracy without extra manual editing, saving time and reducing bias.
