Introducing AI Contact Explorer: Audit Every Agentic AI Conversation

Agentic AI may be the hottest topic in every CX conversation right now, but the excitement to deploy it shouldn't outpace your ability to understand and monitor it.

According to the Qualtrics XM Institute's 2026 Consumer Experience Trends Report, one in five consumers who used AI-powered customer service reported receiving no benefit from the experience.

At first glance, the data might sound like a rejection of AI. It isn't. Customers don't hate AI, they hate poor customer experiences. Every hallucination, failed business process, unnecessary transfer, or frustrating interaction chips away at trust. And if you can't see what your agentic bots are doing...it's costing you more than you think.

That's why we're introducing AI Contact Explorer (ACE).

What is ACE?

AI Contact Explorer audits 100% of your agentic AI voice and digital bot interactions on Amazon Connect Customer, giving CX teams complete visibility into every customer conversation. ACE automatically detects hallucinations, business process failures, customer frustration, and transfers to live agents, so your team can identify issues, prioritize improvements, and resolve problems before customers ever feel them.

Instead of guessing how your bots are performing, ACE shows you exactly where they're succeeding, where they're struggling, and what to improve next.

Six Questions AI Contact Explorer Answers:

You can't improve what you can't see. AI Contact Explorer gives you complete visibility into the customer intents your agentic AI bots handle every day, whether they're intents you've already defined or new, uncategorized requests emerging from real customer conversations.

By automatically identifying and grouping customer intents, ACE helps you monitor critical customer intents in self-service, increase call containment, and improve your CSAT scores by ensuring your customers receive an engaged experience that resolves their issues.

Even the most accurate AI responses can create a poor customer experience if the bot takes too long to deliver. Customers expect fast resolutions, or when self-service can't help, a quick transfer to a live agent. They also want reassurance that the bot is working for a solution, rather than a system that leaves them waiting so long that they wonder if the conversation has stalled.

AI Contact Explorer measures response latency across every interaction, helping you pinpoint where delays occur, whether they're caused by your bot, backend integrations, or external systems. With complete visibility into response performance, your team can identify and correct response latency before it impacts the customer, detect slow or failing integrations that degrade bot performance, and increase customer satisfaction.

Not every transfer is a failure, but every unnecessary transfer is costing you and hurting the customer's experience. ACE identifies the exact points in a conversation where customers become frustrated, the bot is unable to complete a task, or a business process breaks down, resulting in a handoff to a live agent.

By revealing where the interactions derail, AI Contact Explorer helps your team tune problematic conversation turns, pinpoint negative customer experiences before they become recurring issues and identify business process gaps that prevent successful self-service.

Deploying the agentic bot is only the beginning. Every system requires updates, prompt changes, and new releases. But without continuous monitoring, it's difficult to know whether your bots are moving in the right direction.

AI Contact Explorer tracks customer sentiment and experience over time, giving you a clear view of how bot performance evolves across new releases. By monitoring trends, your team can now monitor customer sentiment, track customer experience trends across new bots' versions and releases and validate that updates are delivering better outcomes instead of introducing new issues.

Every agentic bot update can introduce the potential for unexpected behaviors such as hallucinations and business rule violations which can go unnoticed until they reach the customer.

By monitoring every AI voice and digital interaction against your defined business rules, ACE detects hallucinations, validate responses, and measure the impact of every release. With these insights, your team can deploy corrections with confidence, track performance release over release to verify improvements and compare performance across LLMs, speech models, and text models to identify the best-performing AI configuration for your customer experience.

While customer interactions uncover a lot of room for improvement, not every issue deserves the same level of attention or priority. AI Contact Explorer automatically identifies, categorizes, and prioritizes issues, so your team knows exactly where to focus first.

ACE streamlines the path from detection to resolution, helping you eliminate the problems that have the greatest impact on your customer experience. This will allow you to log and prioritize issues by severity and customer impact, assign issues to the appropriate owner (whether it's business operations, IT, or USAN's AI experts) and resolve the issues driving negative customer experiences and continuously improve bot performance.

Getting Started Is Easy

1. Schedule a bot tuning demo with the AI Contact Explorer team.

2. Assess your existing self-service flows to identify opportunities for improvement.

3. Connect your existing Amazon Connect voice and digital agentic AI bots to AI Contact Explorer.

4. Subscribe monthly or annually through USAN or the AWS Marketplace.

5. Start discovering and improving your bots in as little as 48 hours.

Every AI interaction is an opportunity to improve the customer experience, but only if you know what's happening behind the scenes.

Schedule time with our CX experts to see how AI Contact Explorer can help you uncover hidden issues, detect hallucinations, prioritize improvements, and continuously optimize your agentic AI bots.