Amazon Connect Contact Lens now provides generative AI-powered agent performance evaluations (preview)

Amazon Connect Contact Lens now provides managers with generative AI-powered recommendations for answers to questions in agent evaluation forms, enabling them to perform evaluations faster and more accurately. Managers now receive additional agent behavioral insights (e.g., did the agent show empathy while delivering bad news?) and will get context and justification for the recommended answers (reference points from the transcript that were used to provide answers).

These generative AI-powered recommendations are built using Amazon Bedrock and are available in US West (Oregon) and US East (North Virginia) regions in the English language. To learn more, please visit our documentation and our webpage. During preview, this feature is included with Contact Lens performance evaluations at no additional charge. For information about Contact Lens pricing, please visit our pricing page.