FAQs: AI Scoring
Which Genesys Cloud regions support AI scoring, and how are they mapped to AWS Bedrock regions?
The following table shows the AWS region mappings used by Genesys Cloud for AI scoring with Bedrock models.
Genesys Region | Mapped to Bedrock Region for AI Scoring |
us-east-1 | us-east-1 |
me-central-1 eu-west-1 eu-west-2 | eu-central-1 |
us-west-2 | us-west-2 |
ap-southeast-2 | ap-southeast-2 |
ap-northeast-2 | ap-northeast-2 |
ap-northeast-1 ap-northeast-3 | ap-northeast-1
|
eu-west-2 | eu-west-2 |
sa-east-1 | sa-east-1 |
ca-central-1 | ca-central-1 |
ap-south-1 | ap-south-1 |
FedRAMP – us-east-2 | us-east-1 us-west-2 *Done via AWS using cross region inference |
eu-central-1 | eu-central-1 |
Is there a best practices guide for using AI Scoring?
Yes. To learn how to use AI Scoring effectively and get the most accurate results, see Optimizing Virtual Supervisor forms for AI Scoring.
How should I confirm that the agent closed the conversation properly?
Include a question about summarizing outcomes or confirming satisfaction before ending the interaction.
Example: “Did the agent confirm customer satisfaction or summarize next steps before closing the conversation?”
AI marks Yes when the agent checks resolution or restates next steps clearly. This confirms that the customer’s issue was addressed before the call or chat ended.
How can I design a question to handle dead air or silence?
Ask whether the agent acknowledged or explained any pause longer than a set threshold.
Example: “Did the agent avoid unnecessary dead air or long silences without explaining the reason?”
AI marks Yes when the agent explains pauses (for example, “I’ll place you on a brief hold while I check this”). Unexplained silence longer than 15 seconds is marked No.
How do I handle compliance or disclosure questions in AI scoring?
Compliance questions should reference required statements that appear in the transcript.
Example: “Did the agent comply with mandatory disclosure or compliance statements (for example, terms, disclaimers, or legal requirements)?”
AI marks Yes when mandatory phrases—such as legal disclaimers or security verifications—are found. Keep help text specific to your industry’s compliance standards.
How should escalation be evaluated by AI?
Write questions that specify the elements of a complete escalation explanation.
Example: “Did the agent explain the escalation process clearly, including who to contact, what information is needed, and expected response times?”
AI marks Yes when all three elements are present. Include examples in the help text to illustrate acceptable responses.
What’s the best way to confirm that the agent provided a resolution?
Ask whether the agent clearly described an action or next step that resolves the customer’s concern.
Example: “Did the agent provide a clear resolution step, such as a refund, replacement, or troubleshooting instruction?”
AI marks Yes when specific actions are stated. General apologies or vague responses without follow-through are not considered resolutions.
How can I measure empathy without using subjective language?
Replace emotional judgments with observable acknowledgment.
Example: “Did the agent acknowledge the customer’s issue before moving to resolution?”
AI marks Yes when the transcript includes acknowledgment phrases such as “I’m sorry,” “I understand,” or “That must be frustrating.” Avoid vague words like “empathetic” or “polite,” which require human interpretation.
Should I include questions about using the customer’s name?
Yes. Personalization improves customer engagement and can be objectively measured.
Example: “Did the agent use the customer’s name at least once during the conversation?”
AI marks Yes when the transcript shows the name provided by the customer being used. Include guidance in the help text so evaluators understand when name usage is required.
How do I ensure AI accurately scores interruptions?
Ask direct questions focused on whether the agent allowed the customer to finish speaking.
Example: “Did the agent allow the customer to finish speaking without interruptions?”
AI marks Yes when the agent listens fully before responding. Short, polite interjections like “Sorry, please continue” after a pause are not counted as interruptions. Avoid combining this with other behaviors in the same question.