What changed
AWS added an automated check to Amazon Connect Customer evaluation form setup. It compares a form against best practices and lists questions that are missing the context AI needs to score them reliably, with suggestions to make them more specific, for example defining exactly what a required sales disclosure must contain.
Vendor documentation (opens in a new tab)Why it matters
AI-filled evaluations are only as consistent as the questions behind them. Vague criteria produce scores that are hard to defend to agents, so a pre-flight check is a practical calibration step before scaling automated scoring to human or AI agents.
CxCave practical context
Who should care
- Quality teams
- Supervisors
- Administrators
Action
REVIEWRun the check on forms already used for AI-filled evaluations, tighten flagged questions, and recalibrate against a sample of manually scored contacts before relying on the results.
CxCave recommendation, not a vendor mandate unless explicitly stated.