Amazon Connect introduces AI-powered manager assistance (Preview)

Today, Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ Amazon Connect metrics, including agent scheduling, self-service experience, and performance evaluations, with historical data for all of these, and receive results in seconds—eliminating hours of manual data gathering. The assistant can also diagnose underlying issues, such as identifying which queues are at risk of missing service level targets and recommending specific recovery actions.

This feature is available as a preview. To request access, contact your AWS account team or an AWS Representative. To learn more about Amazon Connect, the AWS cloud-based contact center, visit the Amazon Connect website.