Cochlear Deploys AI To Automate Contact Evaluation
Cochlear, the Sydney-headquartered maker of implantable hearing technology, is using Amazon Connect's 'unlimited AI' to automate evaluation of agents and calls across its global contact centres, which were replatformed to Connect two-and-a-half years ago across 14 countries. Since moving to Amazon's unlimited AI in June 2025, automated transcriptions and rule- and generative-AI scoring increased monthly evaluations from about 1,000 to 22,000, and Cochlear plans to add forecasting, capacity planning and AI call agents.
Key Points
- 1Automates 22,000 monthly evaluations using Amazon Connect transcriptions and AI scoring
- 2Reduces manual reviews from ~5 per agent to comprehensive coverage, improving compliance and visibility
- 3Enables targeted training, forecasting and workforce management using FCS and ML-driven scheduling
Scoring Rationale
Strong real-world deployment and measurable gains, but limited novelty and single-company scope reduces broader industry impact.
Sources
Public references used for this report.
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