AWS connect documentation change
Summary
Reorganized AI features section, added comprehensive language support table for AI capabilities, removed Amazon Connect Contact Lens and Amazon Q in Connect sections, added details about Amazon Q guardrails and customization requirements
Security assessment
Added documentation about redaction support limitations and guardrail language restrictions. While these relate to data protection features, there's no evidence of addressing a specific vulnerability. The changes primarily document existing security-adjacent capabilities rather than patching issues.
Diff
diff --git a/connect/latest/adminguide/supported-languages.md b/connect/latest/adminguide/supported-languages.md index 8df070572..f7474a488 100644 --- a//connect/latest/adminguide/supported-languages.md +++ b//connect/latest/adminguide/supported-languages.md @@ -5 +5 @@ -Contact Control PanelChat message contentQuick responsesAmazon Connect admin websiteAmazon Connect CasesAmazon Connect Contact LensAmazon Connect forecasting, capacity planning, and schedulingAmazon Q in ConnectAmazon LexAmazon Polly +AI featuresContact Control PanelChat message contentQuick responsesAmazon Connect admin websiteAmazon Connect CasesAmazon Connect forecasting, capacity planning, and schedulingAmazon LexAmazon Polly @@ -12,0 +13,2 @@ This topic lists Amazon Connect features and which languages they support. + * AI features + @@ -23,2 +24,0 @@ This topic lists Amazon Connect features and which languages they support. - * Amazon Connect Contact Lens - @@ -27,2 +26,0 @@ This topic lists Amazon Connect features and which languages they support. - * Amazon Q in Connect - @@ -35,0 +34,171 @@ This topic lists Amazon Connect features and which languages they support. +## AI features + +The following table lists the languages supported by AI features in Amazon Connect. The language codes are [W3C language identification tags](https://www.w3.org/TR/ltli/#language-terminology) (ISO 639-3 for the language name and ISO 3166 for the country code). + +Language | Language code | Amazon Q in Connect | Performance evaluations | Post-call analytics | Real-time call analytics | Chat analytics | Sentiment analysis | Redaction | Pattern match languages +---|---|---|---|---|---|---|---|---|--- +Afrikaans (South Africa) | af-ZA | ✓ | | ✓* | | ✓ | | | ✓* +Arabic (Gulf) | ar-AE | ✓ | ✓* | ✓* | ✓* | ✓* | ✓* | | ✓* +Arabic (Modern Standard) | ar-SA | ✓* | ✓* | ✓* | ✓* | ✓* | | | ✓* +Armenia (Armenia) | hy-AM | ✓ | | | | | | | +Bengali (Bangladesh) | bn-IN | | ✓* | ✓* | | ✓* | | | ✓* +Bosnian (Bosnia) | bs-BA | | ✓* | ✓* | | ✓* | | | ✓* +Bulgarian (Bulgaria) | bg-BG | ✓ | ✓* | ✓* | | ✓* | | | ✓* +Catalan (Spain) | ca-ES | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Chinese - Cantonese (Hong Kong) | zh-HK | ✓ | | | | | | | +Chinese - Simplified (China) | zh-CN | | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Croatian (Croatia) | hr-HR | | ✓* | ✓* | ✓* | ✓* | | | ✓* +Czech (Czech Republic) | cs-CZ | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Danish (Denmark) | da-DK | ✓ | ✓ | ✓* | ✓* | ✓* | | | ✓ +Dutch (Belgium) | nl-BE | ✓ | | | | | | | +Dutch (Netherlands) | nl-NL | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +English (Australia) | en-AU | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (India) | en-IN | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (Ireland) | en-IE | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (New Zealand) | en-NZ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (Scotland) | en-AB | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (Singapore) | en-SG | ✓ | | | | | | | +English (South Africa) | en-ZA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (United Kingdom) | en-GB | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (US) | en-US | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +English (Wales) | en-WL | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +Estonian (Estonia) | et-ET | ✓ | ✓* | ✓* | | ✓* | | | ✓* +Farsi (Iran) | fa-IR | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Finnish (Finland) | fi-FI | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +French (Belgium) | fr-BE | ✓ | | | | | | | +French (Canada) | fr-CA | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +French (France) | fr-FR | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Gaelic (Ireland) | ga-IE | ✓ | | | | | | | +Galician (Spain) | gl-ES | | ✓* | ✓* | ✓* | ✓* | | | ✓* +German (Austria) | de-AT | ✓ | | | | | | | +German (Germany) | de-DE | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +German (Switzerland) | de-CH | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Greek (Greece) | el-GR | | ✓* | ✓* | ✓* | ✓* | | | ✓* +Hebrew (Israel) | he-IL | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Hindi (India) | hi-IN | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Hmong (General) | hmg | ✓ | | | | | | | +Hungarian (Hungary) | hu-HU | ✓ | ✓* | ✓* | | ✓* | | | ✓* +Icelandic (Iceland) | is-IS | ✓ | | | | | | | +Indonesian (Indonesia) | id-ID | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Italian (Italy) | it-IT | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Japanese (Japan) | ja-JP | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Khmer (Cambodia) | km-KH | ✓ | | | | | | | +Kannada (India) | kn-IN | | ✓* | ✓* | | ✓* | | | ✓* +Korean (South Korea) | ko-KR | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Lao (Laos) | lo-LA | ✓ | | | | | | | +Latvian (Latvia) | lv-LV | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Lithuanian (Lithuania) | lt-LT | ✓ | ✓* | ✓* | | ✓* | | | ✓* +Macedonian (Macedonia) | mk-MK | | ✓* | ✓* | | ✓* | | | ✓* +Malay (Malaysia) | ms-MY | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Malayalam (India) | ml-IN | | ✓* | ✓* | | ✓* | | | ✓* +Marathi (India) | mr-IN | | ✓* | ✓* | | ✓* | | | ✓* +Norwegian (Norway) | nb-NO | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Polish (Poland) | pl-PL | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Portuguese (Brazil) | pt-BR | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Portuguese (Portugal) | pt-PT | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Romanian (Romania) | ro-RO | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Russian (Russian) | ru-RU | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Serbian (Serbia) | sr-RS | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Sinhala (Sri Lanka) | si-LK | | ✓* | ✓* | | ✓* | | | ✓* +Slovak (Slovakia) | sk-SK | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Slovenian (Slovenia) | sl-SI | ✓ | ✓* | ✓* | | ✓* | | | ✓* +Somali (Somalia) | so-SO | | ✓* | ✓* | | ✓* | | | ✓* +Spanish (Mexico) | es-MX | ✓ | | | | | | | +Spanish (Spain) | es-ES | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | | ✓ +Spanish (US) | es-US | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ +Sundanese (Indonesia) | su-ID | ✓* | ✓* | | | ✓* | | | +Swedish (Sweden) | sv-SE | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Tagalog/Filipino (Philippines) | tl-PH | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Telugu (India) | te-IN | | ✓* | ✓* | | ✓* | | | +Thai (Thailand) | th-TH | ✓ | ✓* | ✓* | ✓* | ✓* | | | +Turkish (Turkey) | tr-TR | ✓ | ✓* | ✓* | | ✓* | | | ✓* +Ukrainian (Ukraine) | uk-UA | | ✓* | ✓* | ✓* | ✓* | | | ✓* +Vietnamese (Vietnam) | vi-VN | ✓ | ✓* | ✓* | ✓* | ✓* | | | ✓* +Welsh (United Kingdom) | cy-UK | ✓ | | | | | | | +Xhosa (South Africa) | xh-UK | ✓ | | | | | | | +Zulu (South Africa) | zu-ZA | ✓ | ✓* | | ✓* | | | | ✓* + + * * Not available in instances in the Africa (Cape Town) AWS Region. + + * ** Redaction support is only for post-call analytics and chat analytics. It is not supported for real-time call analytics. + + + + +### Language support for Amazon Q in Connect + +Following is additional information about language support for Amazon Q in Connect. + +#### Agent assistance - Proactive Intent Detection based on transcripts + + * **Supported languages:** English, Spanish, Portuguese, French, Korean, Japanese, and Chinese + + + + +Amazon Q in Connect uses conversational analytics and natural language understanding (NLU) to detect customer intent during calls and chats. It provides agents with real-time generative responses and suggested actions. + +#### Self-service + + * **Default language:** English + + * **Other languages:** Requires prompt customization + + + + +To support languages other than English: + + 1. Customize the self-service prompts: + + * `SELF_SERVICE_PRE_PROCESSING` + + * `SELF_SERVICE_ANSWER_GENERATION` + + 2. Specify the desired language in the customized prompts. + + + + +For more information on customizing prompts, see [Create AI prompts in Amazon Connect](./create-ai-prompts.html). + +#### Guardrails + +Amazon Q in Connect guardrails support the same languages as Amazon Bedrock guardrails: + + * English + + * French + + * Spanish + + + + +###### Note + +Guardrails are only effective for evaluating text content in these supported languages. + +### Gen AI post-contact summaries and performance evaluations + + * English (Australia) + + * English (India) + + * English (Ireland) + + * English (New Zealand) + + * English (Scotland) + + * English (Singapore) + + * English (South Africa) + + * English (United Kingdom) + + * English (US) + + + + @@ -125,76 +293,0 @@ Quick responses for chat and email contacts are available in English. -## Amazon Connect Contact Lens - -* Not available in instances in the Africa (Cape Town) AWS Region. - -** Redaction support is only for post-call analytics and chat analytics. It is not supported for real-time call analytics. - -Language | Language code | Post-call analytics | Real-time call analytics | Chat analytics | Sentiment analysis | Redaction | Gen AI Post-contact summaries | Performance evaluations | Gen AI evaluations | Pattern match languages ----|---|---|---|---|---|---|---|---|---|--- -Afrikaans (South Africa) | af-ZA | ✓* | | ✓ | | | | ✓* | | ✓* -Arabic (Gulf) | ar-AE | ✓ | ✓ | ✓ | ✓ | | | ✓ | | ✓ -Arabic (Modern Standard) | ar-SA | ✓* | ✓* | ✓* | ✓* | | | ✓* | | ✓*