AWSTemplateFormatVersion: '2010-09-09'
Description: 'AI Agent Evaluation Form CloudFormation Template'

Parameters:
ConnectInstanceArn:
Type: String
Description: Amazon Connect Instance ARN

Resources:
AIAgentEvaluationForm:
Type: AWS::Connect::EvaluationForm
Properties:
InstanceArn: !Ref ConnectInstanceArn
Title: "ai-agent-voice-evaluation"
Status: "ACTIVE"
Items:
- Section:
Title: "Self-service success"
RefId: "s8af9f1d6"
Instructions: ""
Items:
- Question:
Title: "Was the customer able to self-serve at least one of their needs?"
Instructions: ""
RefId: "qd01ad877"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "odfc99cb7"
Text: "Yes"
Score: 10
AutomaticFail: false
- RefId: "od93a6fb1"
Text: "No"
Score: 0
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-task-completed"
Condition: "PRESENT"
OptionRefId: "odfc99cb7"
DefaultOptionRefId: "od93a6fb1"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Did the system successfully complete the requested task or transaction?"
Instructions: ""
RefId: "qd0e73fc4"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o0c21b477"
Text: "Yes"
Score: 10
AutomaticFail: false
- RefId: "ocbda31c8"
Text: "No"
Score: 0
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-task-completed"
Condition: "PRESENT"
OptionRefId: "o0c21b477"
DefaultOptionRefId: "ocbda31c8"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "Customer experience"
RefId: "s1d87ab13"
Instructions: ""
Items:
- Question:
Title: "Did the customer express frustration during self-service?"
Instructions: ""
RefId: "qd5fb89ab"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o819b8e84"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "ob4b64bf3"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-customer-frustrated"
Condition: "PRESENT"
OptionRefId: "o819b8e84"
DefaultOptionRefId: "ob4b64bf3"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Did the customer request to speak with a human agent?"
Instructions: ""
RefId: "qa8f8c50d"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o820c496a"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o17076b98"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-transfer-requested"
Condition: "PRESENT"
OptionRefId: "o820c496a"
DefaultOptionRefId: "o17076b98"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Did the customer experience confusion with menu options or navigation?"
Instructions: ""
RefId: "q95b5a2f1"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o87d5379b"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o5bea7838"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-menu-confusion"
Condition: "PRESENT"
OptionRefId: "o87d5379b"
DefaultOptionRefId: "o5bea7838"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Were there any language or communication barriers during the interaction?"
Instructions: ""
RefId: "qf1f52306"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o426bc2cb"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o56a9578a"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-language-barrier"
Condition: "PRESENT"
OptionRefId: "o426bc2cb"
DefaultOptionRefId: "o56a9578a"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "AI agent behaviors"
RefId: "s0c8f3d59"
Instructions: ""
Items:
- Question:
Title: "Did the AI agent fail to understand the customer and asked them to repeat themselves?"
Instructions: ""
RefId: "qa4ecf08f"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "oe95c4d77"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o63ccfd6f"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-customer-repeat"
Condition: "PRESENT"
OptionRefId: "oe95c4d77"
DefaultOptionRefId: "o63ccfd6f"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Was the AI agent rude or aggressive towards the customer at any point?"
Instructions: ""
RefId: "q5d793dd7"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o4dded8ee"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o3a2d8401"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-customer-frustrated"
Condition: "PRESENT"
OptionRefId: "o4dded8ee"
DefaultOptionRefId: "o3a2d8401"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "Technical performance"
RefId: "s36fc0ad5"
Instructions: ""
Items:
- Question:
Title: "Were there any technical issues or system errors during the interaction?"
Instructions: ""
RefId: "q541337d1"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "od131f889"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o92bc2ea2"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-technical-issue"
Condition: "PRESENT"
OptionRefId: "od131f889"
DefaultOptionRefId: "o92bc2ea2"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "Resolution and handoff"
RefId: "sd2264828"
Instructions: ""
Items:
- Question:
Title: "Was the customer successfully transferred to a human agent when needed?"
Instructions: ""
RefId: "q77089850"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o09774075"
Text: "Yes"
Score: 10
AutomaticFail: false
- RefId: "o27a2d2c1"
Text: "No"
Score: 0
AutomaticFail: false
- RefId: "o27a2d2f1"
Text: "NA"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-human-handoff"
Condition: "PRESENT"
OptionRefId: "o09774075"
- RuleCategory:
Category: "ai-agent-transfer-requested"
Condition: "NOT_PRESENT"
OptionRefId: "o27a2d2f1"
DefaultOptionRefId: "o27a2d2c1"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
ScoringStrategy:
Mode: "SECTION_ONLY"
Status: "ENABLED"
TargetConfiguration:
ContactInteractionType: "AUTOMATED"
LanguageConfiguration:
FormLanguage: "en-US"

AIAgentInteractionCustomerRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-customer-interaction"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["customer tried to have a conversation or ask question to system during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentHelperCustomerRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-helped-customer"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["During the automated interaction, the system successfully fulfilled at least one of the customer requests, such as providing information or completing another service request."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentTaskCompletedRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-task-completed"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["System successfully completed the requested task or transaction without human agent intervention during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentAuthenticationSuccessRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-authentication-success"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer successfully authenticated with the system using voice recognition or other methods during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentCustomerFrustratedRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-customer-frustrated"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer expressed frustration during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentTransferRequestedRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-transfer-requested"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer explicitly requested to speak with an agent or be transferred to a live representative during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentMenuConfusionRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-menu-confusion"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer expressed confusion about menu options or navigation during the automated interaction with the system."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentLanguageBarrierRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-language-barrier"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer had difficulty communicating due to language differences or accent recognition issues during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentCustomerRepeatRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-customer-repeat"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["The system failed to understand the customer and asked the customer to repeat themselves during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentMultipleIntentsRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-multiple-intents"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer expressed multiple different requests or intents during a single automated interaction with the system."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentTechnicalIssueRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-technical-issue"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Technical problems occurred during the automated interaction, such as system errors or connectivity issues."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentPartialResolutionRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-partial-resolution"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["System provided partial assistance but could not fully resolve the customer's issue during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentHumanHandoffRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-human-handoff"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostCallAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer was successfully transferred from the automated interaction to a human agent interaction."],
"ComparisonValue": "$.ContactLens.PostCall.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

Outputs:
EvaluationFormId:
Description: "The ID of the created evaluation form"
Value: !Ref AIAgentEvaluationForm
EvaluationFormArn:
Description: "The ARN of the created evaluation form"
Value: !GetAtt AIAgentEvaluationForm.EvaluationFormArn

AWSTemplateFormatVersion: '2010-09-09'
Description: 'AI Agent Chat Evaluation Form CloudFormation Template'

Parameters:
ConnectInstanceArn:
Type: String
Description: Amazon Connect Instance ARN

Resources:
AIAgentChatEvaluationForm:
Type: AWS::Connect::EvaluationForm
Properties:
InstanceArn: !Ref ConnectInstanceArn
Title: "ai-agent-chat-evaluation"
Status: "ACTIVE"
Items:
- Section:
Title: "Self-service success"
RefId: "s8af9f1d6"
Instructions: ""
Items:
- Question:
Title: "Was the customer able to self-serve at least one of their needs?"
Instructions: ""
RefId: "qd01ad877"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "odfc99cb7"
Text: "Yes"
Score: 10
AutomaticFail: false
- RefId: "od93a6fb1"
Text: "No"
Score: 0
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-task-completed"
Condition: "PRESENT"
OptionRefId: "odfc99cb7"
DefaultOptionRefId: "od93a6fb1"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Did the system successfully complete the requested task or transaction?"
Instructions: ""
RefId: "qd0e73fc4"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o0c21b477"
Text: "Yes"
Score: 10
AutomaticFail: false
- RefId: "ocbda31c8"
Text: "No"
Score: 0
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-task-completed"
Condition: "PRESENT"
OptionRefId: "o0c21b477"
DefaultOptionRefId: "ocbda31c8"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "Customer experience"
RefId: "s1d87ab13"
Instructions: ""
Items:
- Question:
Title: "Did the customer express frustration during self-service?"
Instructions: ""
RefId: "qd5fb89ab"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o819b8e84"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "ob4b64bf3"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-customer-frustrated"
Condition: "PRESENT"
OptionRefId: "o819b8e84"
DefaultOptionRefId: "ob4b64bf3"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Did the customer request to speak with a human agent?"
Instructions: ""
RefId: "qa8f8c50d"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o820c496a"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o17076b98"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-transfer-requested"
Condition: "PRESENT"
OptionRefId: "o820c496a"
DefaultOptionRefId: "o17076b98"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Did the customer experience confusion with menu options or navigation?"
Instructions: ""
RefId: "q95b5a2f1"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o87d5379b"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o5bea7838"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-menu-confusion"
Condition: "PRESENT"
OptionRefId: "o87d5379b"
DefaultOptionRefId: "o5bea7838"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Were there any language or communication barriers during the interaction?"
Instructions: ""
RefId: "qf1f52306"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o426bc2cb"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o56a9578a"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-language-barrier"
Condition: "PRESENT"
OptionRefId: "o426bc2cb"
DefaultOptionRefId: "o56a9578a"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "AI agent behaviors"
RefId: "s0c8f3d59"
Instructions: ""
Items:
- Question:
Title: "Did the AI agent fail to understand the customer and asked them to repeat themselves?"
Instructions: ""
RefId: "qa4ecf08f"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "oe95c4d77"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o63ccfd6f"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-customer-repeat"
Condition: "PRESENT"
OptionRefId: "oe95c4d77"
DefaultOptionRefId: "o63ccfd6f"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Question:
Title: "Was the AI agent rude or aggressive towards the customer at any point?"
Instructions: ""
RefId: "q5d793dd7"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o4dded8ee"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o3a2d8401"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-customer-frustrated"
Condition: "PRESENT"
OptionRefId: "o4dded8ee"
DefaultOptionRefId: "o3a2d8401"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "Technical performance"
RefId: "s36fc0ad5"
Instructions: ""
Items:
- Question:
Title: "Were there any technical issues or system errors during the interaction?"
Instructions: ""
RefId: "q541337d1"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "od131f889"
Text: "Yes"
Score: 0
AutomaticFail: false
- RefId: "o92bc2ea2"
Text: "No"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-technical-issue"
Condition: "PRESENT"
OptionRefId: "od131f889"
DefaultOptionRefId: "o92bc2ea2"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
- Section:
Title: "Resolution and handoff"
RefId: "sd2264828"
Instructions: ""
Items:
- Question:
Title: "Was the customer successfully transferred to a human agent when needed?"
Instructions: ""
RefId: "q77089850"
NotApplicableEnabled: false
QuestionType: "SINGLESELECT"
QuestionTypeProperties:
SingleSelect:
Options:
- RefId: "o09774075"
Text: "Yes"
Score: 10
AutomaticFail: false
- RefId: "o27a2d2c1"
Text: "No"
Score: 0
AutomaticFail: false
- RefId: "o27a2d2f1"
Text: "NA"
Score: 10
AutomaticFail: false
DisplayAs: "RADIO"
Automation:
Options:
- RuleCategory:
Category: "ai-agent-chat-human-handoff"
Condition: "PRESENT"
OptionRefId: "o09774075"
- RuleCategory:
Category: "ai-agent-chat-transfer-requested"
Condition: "NOT_PRESENT"
OptionRefId: "o27a2d2f1"
DefaultOptionRefId: "o27a2d2c1"
AnswerSource:
SourceType: "CONTACT_LENS_DATA"
ScoringStrategy:
Mode: "SECTION_ONLY"
Status: "ENABLED"
TargetConfiguration:
ContactInteractionType: "AUTOMATED"
LanguageConfiguration:
FormLanguage: "en-US"

AIAgentChatInteractionCustomerRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-customer-interaction"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["customer tried to have a conversation or ask question to system during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatHelperCustomerRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-helped-customer"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["During the automated interaction, the system successfully fulfilled at least one of the customer requests, such as providing information or completing another service request."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatTaskCompletedRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-task-completed"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["System successfully completed the requested task or transaction without human agent intervention during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatAuthenticationSuccessRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-authentication-success"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer successfully authenticated with the system using voice recognition or other methods during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatCustomerFrustratedRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-customer-frustrated"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer expressed frustration during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatTransferRequestedRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-transfer-requested"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer explicitly requested to speak with an agent or be transferred to a live representative during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatMenuConfusionRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-menu-confusion"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer expressed confusion about menu options or navigation during the automated interaction with the system."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatLanguageBarrierRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-language-barrier"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer had difficulty communicating due to language differences or accent recognition issues during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatCustomerRepeatRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-customer-repeat"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["The system failed to understand the customer and asked the customer to repeat themselves during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatMultipleIntentsRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-multiple-intents"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer expressed multiple different requests or intents during a single automated interaction with the system."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatTechnicalIssueRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-technical-issue"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Technical problems occurred during the automated interaction, such as system errors or connectivity issues."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatPartialResolutionRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-partial-resolution"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["System provided partial assistance but could not fully resolve the customer's issue during the automated interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

AIAgentChatHumanHandoffRule:
Type: AWS::Connect::Rule
Properties:
Name: "ai-agent-chat-human-handoff"
InstanceArn: !Ref ConnectInstanceArn
TriggerEventSource:
EventSourceName: "OnPostChatAnalysisAvailable"
Function: |
{
"Version": "2022-11-25",
"RuleFunction": {
"Operator": "AND",
"Operands": [{
"Operator": "EQUALS",
"Operands": ["Customer was successfully transferred from the automated interaction to a human agent interaction."],
"ComparisonValue": "$.ContactLens.PostChat.SemanticMatch.Phrase",
"Negate": false
}]
}
}
Actions:
AssignContactCategoryActions:
- {}
PublishStatus: "PUBLISHED"

Outputs:
EvaluationFormId:
Description: "The ID of the created evaluation form"
Value: !Ref AIAgentChatEvaluationForm
EvaluationFormArn:
Description: "The ARN of the created evaluation form"
Value: !GetAtt AIAgentChatEvaluationForm.EvaluationFormArn