Episode 43: Listening to some unedited AI Agent Calls...

Host Tom Morgan runs a solo episode of the Amazon Connect Podcast to play five unedited recordings of Amazon Connect Customer AI agent calls and explain what’s happening under the hood.

Four clips come from CloudInteract’s multi-industry demo environment and one from a noisy conference floor. Scenarios include airline fare lookup with email capture, retail banking identity verification, transaction clarification, balance and loan payoff (with calculations done via external tools) and a guarded handoff for address change, a retail order address-change handoff showing the value of ID verification and intent capture, healthcare appointment rescheduling with mishearing detection/correction and a safety transfer for medication side effects, and a conference concierge agent that performs well amid background noise.

Tom emphasizes guardrails, tool use, 100% QA via evaluations and rules, AI agent performance metrics, and the GA release of the Agentic CX Designer visual canvas.

Find out more about CloudInteract at cloudinteract.io.