What changed
AWS added evaluation form templates for three common scenarios: customer service, inbound sales and self-service. Each template assesses both human and AI agent behavior, for example whether the agent showed empathy for the customer's issue, and includes questions about business outcomes such as customer satisfaction and attrition risk. Managers can deploy a template as-is or customize it first, which shortens the setup for automated evaluations.
Vendor documentation (opens in a new tab)Why it matters
Building evaluation forms from scratch is often what delays automated quality programs. The templates make it easier to start, and they evaluate AI agents and human agents on the same criteria. Teams with existing forms should treat the templates as a reference point rather than replace their calibrated scoring overnight.
CxCave practical context
Who should care
- Quality teams
- Supervisors
- CX leadership
Implementation considerations
REVIEWCompare the templates with your current evaluation forms, borrow the outcome questions where they fill gaps, and calibrate any customized template against human-scored samples before using it for automated evaluations.
CxCave recommendation, not a vendor mandate unless explicitly stated.