Amazon Connect Customer now measures the outcomes that drive retention and revenue

Posted on: Oct 26, 2026

Amazon Connect Customer now scores the outcome of your customer interactions. It shows whether the customer left satisfied, is at risk of churning, made a purchase, or resolved their need in self-service. You can now see whether an interaction worked, not just how efficiently it ran. Each metric comes with a default definition you can adjust to match how your business defines success and are available both through the analytics dashboards and APIs.
 

This feature is available in all AWS Regions where Amazon Connect Customer is offered. To learn more, see the Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, please visit the Connect Customer website.