AWS connect documentation change
Summary
Replaced curly apostrophes with straight apostrophes in customer-facing text
Security assessment
Changes are typographical corrections without security implications. No vulnerability fixes or security enhancements mentioned.
Diff
diff --git a/connect/latest/adminguide/generative-ai-performance-evaluations.md b/connect/latest/adminguide/generative-ai-performance-evaluations.md index 7b453fef9..364b64d89 100644 --- a//connect/latest/adminguide/generative-ai-performance-evaluations.md +++ b//connect/latest/adminguide/generative-ai-performance-evaluations.md @@ -15 +15 @@ Process to automate evaluations using generative AIUse Ask AI to get generative -Managers can specify their evaluation criteria in natural language, and use generative AI for automating evaluations of up to 100% of customer interactions. Generative AI can enable you to automate evaluations of additional agent behaviors (for example, was the agent able to resolve the customer’s issue?), enabling managers to comprehensively monitor and improve regulatory compliance, agent adherence to quality standards and sensitive data collection, while reducing the time spent on evaluating agent performance. Along with answers, you are also provided with context and justification, and references to specific points in the transcript that you can use to provide agent coaching. +Managers can specify their evaluation criteria in natural language, and use generative AI for automating evaluations of up to 100% of customer interactions. Generative AI can enable you to automate evaluations of additional agent behaviors (for example, was the agent able to resolve the customer's issue?), enabling managers to comprehensively monitor and improve regulatory compliance, agent adherence to quality standards and sensitive data collection, while reducing the time spent on evaluating agent performance. Along with answers, you are also provided with context and justification, and references to specific points in the transcript that you can use to provide agent coaching. @@ -81 +81 @@ To set the language of the evaluation form: - 3. Ensure your form’s questions, instructions and answer choices are in the same language as the selected **Form language** , for optimal AI performance. + 3. Ensure your form's questions, instructions and answer choices are in the same language as the selected **Form language** , for optimal AI performance. @@ -103 +103 @@ To set the language of the evaluation form: - 1. Use complete sentences to word questions, for example, replacing _ID validation_ with "Did the agent attempt to validate the customer’s identity?" enables the generative AI to better understand the question. + 1. Use complete sentences to word questions, for example, replacing _ID validation_ with "Did the agent attempt to validate the customer's identity?" enables the generative AI to better understand the question. @@ -105 +105 @@ To set the language of the evaluation form: - 2. It is recommended that you provide detailed criteria for answering the question within the **instructions to evaluators,** especially if its not possible to answer the question based on the question text alone. For example, for the question "Did the agent try to validate the customer identity?" you may want to provide additional instructions such as, _The agent is required to always ask a customer their membership ID and postal code before addressing the customer’s questions_. + 2. It is recommended that you provide detailed criteria for answering the question within the **instructions to evaluators,** especially if its not possible to answer the question based on the question text alone. For example, for the question "Did the agent try to validate the customer identity?" you may want to provide additional instructions such as, _The agent is required to always ask a customer their membership ID and postal code before addressing the customer's questions_.