AWS connect documentation change
Summary
Updated documentation formatting, added details about conversation context preservation, restructured content about self-service configuration, and made minor wording changes throughout
Security assessment
Changes focus on improving documentation clarity, formatting, and feature descriptions without mentioning security vulnerabilities, access controls, or data protection mechanisms. Updates relate to workflow configuration and user experience enhancements.
Diff
diff --git a/connect/latest/adminguide/generative-ai-powered-self-service-q.md b/connect/latest/adminguide/generative-ai-powered-self-service-q.md index 78d349b0b..425ce7ca3 100644 --- a/connect/latest/adminguide/generative-ai-powered-self-service-q.md +++ b/connect/latest/adminguide/generative-ai-powered-self-service-q.md @@ -5 +5 @@ -Default system actions for Amazon Q in Connect self-serviceCustom actions for Amazon Q in Connect self-service +Default system actions for Amazon Q in Connect self-service:Custom actions for Amazon Q in Connect self-service: @@ -9 +9 @@ Default system actions for Amazon Q in Connect self-serviceCustom actions for Am -Amazon Q in Connect supports customer self-service use cases in chat and IVR. It can handle Q&A support, recommend actions to customers through step-by-step guides, and complete actions on behalf of customers. For example, it can reschedule appointments and book trips. +Amazon Q in Connect supports customer self-service use cases in Chat and IVR. Amazon Q in Connect is able to handle Q&A support, recommend actions to end-customers via step-by-step guides, as well as complete actions on behalf of end-customers such as rescheduling appointments and booking trips. If a customer requires additional support, Amazon Q in Connect provides seamless transition to customer service agents, preserving the full conversation context ensuring a cohesive customer experience. @@ -11 +11 @@ Amazon Q in Connect supports customer self-service use cases in chat and IVR. It -If a customer requires additional support, Amazon Q in Connect provides a seamless transition to your agents. It preserves the full context of the conversation, which ensures a cohesive customer experience. +Amazon Q in Connect use cases for self-service are configured using the same customization capabilities used for agent assistance use cases. For more information on how to customize Amazon Q in Connect, see [Customize Amazon Q in Connect](./customize-q.html). @@ -13,3 +13 @@ If a customer requires additional support, Amazon Q in Connect provides a seamle -You can configure Amazon Q in Connect use cases for self-service by using the same customization capabilities you use for agent assistance use cases. For more information about how to customize Amazon Q in Connect, see [Customize Amazon Q in Connect](./customize-q.html). - -To enable Amazon Q in Connect for self-service uses cases for both testing and production purposes, you need to enable Amazon Q in Connect in an Amazon Connect bot. After Amazon Q in Connect is associated with a Amazon Connect bot, you can use the [Get customer input](./get-customer-input.html) flow block in a flow to designate when Amazon Q in Connect should start handling a customer interaction and for which types of customer interactions. +To enable Amazon Q in Connect for self-service uses cases for both testing and production purposes, you need to enable Amazon Q in Connect in an Amazon Connect bot. Once Amazon Q in Connect is associated with a Amazon Connect bot, you can use the [Get Customer input](./get-customer-input.html) flow block in a flow to designate when Amazon Q in Connect should start handling a customer interaction and for which types of customer interactions. @@ -19 +17 @@ When adding Amazon Q in Connect to a flow, it is important to use a [Check conta -The following image shows an example **Check contact attributes** properties page. The **Session Attribute Key** is set to **Tool.** +The following image shows an example Check contact attributes properties page. The Session Attribute Key is set to Tool. @@ -27 +25 @@ By using the **Check contact attributes** flow block, you can set conditional lo -## Default system actions for Amazon Q in Connect self-service +## Default system actions for Amazon Q in Connect self-service: @@ -42 +40 @@ When interacting with a customer, Amazon Q in Connect has four default actions t -## Custom actions for Amazon Q in Connect self-service +## Custom actions for Amazon Q in Connect self-service: @@ -48 +46 @@ When adding custom **Tool** definitions to an AI prompt, we encourage you to als -After you have added a custom **Tool** to your AI prompt, you can create branching logic for each selected **Tool** using the **Get contact attributes** flow block as described above. Amazon Q in Connect will save the selected Tool name as a Lex session attribute which can then be accessed by using the **Check contact attribute** block. +After you have added a custom **Tool** to your AI prompt, you can create branching logic for each selected **Tool** using the **Get contact attributes** flow block as described above. Amazon Q in Connect will save the selected Tool name as a Lex session attribute which can then be accessed via the **Check contact attribute** block. @@ -83,3 +81 @@ A simple yet effective generative AI assistant is one which can chat with custom -### Recommend an action for a customer - -You can configure next best actions in Amazon Connect by using Amazon Connect flows. You can configure automated actions and create Amazon Connect step-by-step guides to provide UI-based actions to customers. For more information, see [Step-by-step Guides to set up your Amazon Connect agent workspace](./step-by-step-guided-experiences.html). Amazon Q in Connect saves the selected **Tool** name as a Lex session attribute. The attribute can then be accessed by using the **Check contact attributes** flow block. +### Recommend action for an end-customer to take @@ -87 +83 @@ You can configure next best actions in Amazon Connect by using Amazon Connect fl -When using the **Check contact attributes** flow block to determine which **Tool** Amazon Q in Connect has selected, you can make branching decisions to select the relevant step-by-step guide for that user. For example, if a customer wants to book a trip during a self-service chat interaction, you can create a **Trip Booking** tool and then in your flows, match this return value in the **Check contact attributes** block to a step-by-step guide that can be rendered directly in the customer's chat interface. For more information see [Deploy step-by-step guides in Amazon Connect chats](./step-by-step-guides-chat.html). +Next best actions in Amazon Connect can be configured by using Amazon Connect flows. With Amazon Connect Flows you can configure automated actions as well as create Amazon Connect step-by-step guides to provide UI based actions to customers. For more information, see [Step-by-step Guides to set up your Amazon Connect agent workspace](./step-by-step-guided-experiences.html). Amazon Q in Connect will save the selected **Tool** name as a Lex session attribute which can then be accessed by using the **Check contact attributes** flow block. When using the **Check contact attributes** flow block in a flow to determine which **Tool** Amazon Q in Connect has selected, you can make branching decisions to select the relevant step-by-step guide for that user. For example, if a customer wants to book a trip during a self-service chat interaction, you can create a **Trip Booking** tool and then in your flows, match this return value in the **Check contact attributes** block to a step-by-step guide that can be rendered directly in the customer's chat interface. For more information see [Deploy step-by-step guides in Amazon Connect chats](./step-by-step-guides-chat.html). @@ -109 +105 @@ To use the Amazon Web Services Documentation, Javascript must be enabled. Please -Add custom data to an Amazon Q in Connect session +Enable Amazon Q in Connect