AWS Expands Amazon Connect with Generative AI Evaluation Tools for Self-Service

Amazon Web Services has introduced new generative AI evaluation capabilities for Amazon Connect, focused on improving self-service customer experiences in contact centers. The tools allow organizations to assess AI-driven interactions across self-service channels, helping teams evaluate response quality, effectiveness and customer experience outcomes. The capabilities are designed to provide insights into how generative AI systems perform during customer engagements. Managers can review these insights in aggregate and on individual contacts, alongside self-service interaction recordings and transcripts, to identify opportunities to improve AI agent performance.

AWS said the evaluation features integrate with Amazon Connect workflows and are intended to help organizations refine conversational AI systems over time. The goal is to support more accurate responses, improve automation quality and identify areas where human intervention may still be required. This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Europe (Frankfurt).

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Posted by AWS Editors on 05/28/2026