Evaluate agent performance in Connect Customer using generative AI

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/generative-ai-performance-evaluations.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation; licence not inspected; no-redistribution; short excerpts and locators only

Source notes citing this source

• AWS states that AI-generated evaluations are not 100% accurate, recommends reviewing a sample and keeping a manual evaluation process, and notes that if the AI cannot identify an appropriate answer option it selects Not Applicable even on a non-optional question, which excludes that question from scoring. in context
• The generative AI evaluations guide page states that Ask AI recommendations are available for up to 10 questions per contact and that automatically submitted evaluations can use generative AI to answer up to 10 questions per contact. disputed in context
• Generative AI evaluation answers are derived from the conversation transcript using the question title and instructions to evaluators; AWS says the AI cannot analyze screen recordings, access internal or third-party systems, evaluate across multiple contacts, or determine tone of voice. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Evaluate agent performance in Connect Customer using generative AI. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-genai-performance-evaluations

BibTeX

@misc{warmtransfer-aws-connect-genai-performance-evaluations,
  title  = {Evaluate agent performance in Connect Customer using generative AI},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-genai-performance-evaluations},
  note   = {Amazon Web Services, accessed 2026-09-30}
}