Amazon's customer service software now tracks if customers were helped

Amazon Connect Customer, Amazon's customer service software, now scores how each customer interaction ended. Until now, the focus was on how efficiently a call or chat ran. Now a business can see whether it actually worked.

What it measures

The software scores four outcomes. It shows whether the customer left satisfied, whether the customer is at risk of churning (leaving for good), whether the customer made a purchase, and whether the customer solved their need through self-service, meaning without an agent.

• Satisfied or not at the end of the interaction
• Risk of the customer leaving for good
• Whether a purchase was made
• Whether self-service solved the problem

Each score comes with a default definition. A business can change it to match how it defines success. The scores appear in the analytics dashboards and are also available through APIs, which let a company pull the data into its own tools.

Who it is for

This is aimed at businesses that run service teams on Amazon Connect Customer. A manager can judge the team by results, not only by how fast each call was handled. The feature is available in all AWS Regions where the product is offered.

What is not known yet

The announcement does not mention pricing or whether the scores cost extra. It also does not explain how each score is calculated or how accurate it is. Businesses that want details can check the Connect Customer Administrator Guide.