Amazon Connect Customer Now Lets Managers Chat With Their Data
AWS, Friday, August 21st, 2026
Amazon Connect Customer adds a plain-language interface that answers questions across 150+ contact centre metrics.
Amazon Connect Customer now lets managers query their data in plain language and receive the answer, the evidence behind it, and a recommended fix within seconds.
AWS frames the problem as managers having the data but not the time to dig through dashboards, work out what is driving performance and decide what to do next.
The feature searches across more than 150 metrics spanning self-service, agent performance and queue performance to find what matters, explain why and recommend a next step.
Managers can start with a broad question and drill into specifics in the same conversation. The capability targets the gap between contact centre reporting and action.