Amazon Connect Customer now offers premade scorecards, so support managers can start grading human and AI agents without building forms first.
Amazon has added ready-made scorecards to Amazon Connect Customer, its customer service product. Managers no longer have to build an evaluation form from scratch to start scoring how agents handle customers. The scorecards work for human agents and for AI agents.
Amazon calls them evaluation form templates. They are meant to cut the time it takes to set up automated reviews of agent performance. Three templates cover common situations:
Each template checks the behavior of both human and AI agents. The customer service one, for example, asks, "Did the agent show empathy toward the customer's issue?" Templates also include questions about business results, such as customer satisfaction and attrition risk. That lets managers see how agent behavior lines up with those results.
Managers can use a template as is or change it before turning it on.
The feature is available in eight AWS Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Singapore), Asia Pacific (Sydney), and Asia Pacific (Tokyo). A Region is a location where Amazon runs its computing.
The announcement does not say what the templates cost. Pricing for Amazon Connect Customer is listed on Amazon's pricing page. It also does not say how many questions each template holds.
If you use Amazon Connect Customer, the new templates let you start scoring human and AI agents quickly, then adjust the questions to fit your team.
Disney+ is working on a free plan, more short clips and creator videos, according to a leaked internal deck. Here is what it could mean for your screen.
Read more: Disney+ plans a free tier, short videos and creator clipsCritics say Nvidia has no clear plan for who leads after Jensen Huang, a reminder that even giant companies can lean on one person.
Read more: Nvidia has no clear plan for who runs it after Jensen HuangAutomattic, the company behind WordPress.com, launched Spacefast, a simple way to publish sites and apps built with AI helpers, starting at $0.
Read more: WordPress's owner launches a place to publish sites built with AI
