AWS First Steps
New feature

Amazon Connect Customer expands automated performance evaluations to Malay

Amazon Connect Customer now automates evaluations of human and AI agents in Malay using generative AI, allowing managers to define custom criteria in natural language and receive AI-generated evaluations with justifications.

Amazon Connect Customer enables AI-driven automated evaluation of conversations spoken in Malay, using generative AI for both human and AI agents. Managers can define custom criteria in natural language, with AI generating results and rationale. The system supports cross-language evaluation, allowing English assessments of Malay conversations. This allows multilingual contact centers to use a unified evaluation framework regardless of language, and is available in eight AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore).

Why it matters

This update is useful for organizations operating multilingual contact centers, contributing to the standardization and efficiency of the evaluation process.

Read the original AWS announcement

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