AWS connect documentation change
Summary
Renamed 'Amazon Q in Connect' to 'Connect AI agents' throughout the document, including section headers, descriptions, and API references. Updated related documentation links and terminology.
Security assessment
The changes are purely branding/terminology updates without any security vulnerability fixes, security incident references, or new security guidance. Existing security-related content about AI guardrails (filtering inappropriate content, redacting PII) remains unchanged but is not new documentation.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index b859bd4c6..a9efb1e30 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -957 +957 @@ For more information, see [Acknowledge performance evaluations in Amazon Connect -### Configure Amazon Q in Connect directly from the Amazon Connect admin website +### Configure Connect AI agents directly from the Amazon Connect admin website @@ -959 +959 @@ For more information, see [Acknowledge performance evaluations in Amazon Connect -You can customize your Amazon Q in Connect experience directly from the Amazon Connect admin website. With this no-code approach, contact center administrators can configure AI agent behaviors, create or edit custom prompts and set appropriate guardrails. For example, users can update AI prompts when launching new products, adjust AI guardrails to filter inappropriate content, or refine AI agents. +You can customize your Connect AI agents experience directly from the Amazon Connect admin website. With this no-code approach, contact center administrators can configure AI agent behaviors, create or edit custom prompts and set appropriate guardrails. For example, users can update AI prompts when launching new products, adjust AI guardrails to filter inappropriate content, or refine AI agents. @@ -961 +961 @@ You can customize your Amazon Q in Connect experience directly from the Amazon C -For more information, see [Customize Amazon Q in Connect](./customize-q.html). +For more information, see [Customize Connect AI agents](./customize-connect-ai-agents.html). @@ -1140 +1140 @@ You can use the Amazon Connect admin website to permanently delete queues and ro -#### Amazon Q in Connect supports 64 languages for agent assistance capabilities +#### Connect AI agents supports 64 languages for agent assistance capabilities @@ -1144 +1144 @@ Customer service agents can chat with Q for assistance in their native language -For more information, see [Set the language for Amazon Q in Connect](./configure-language-support-for-q-in-connect.html). +For more information, see [Set languages](./ai-agent-configure-language-support.html). @@ -1207 +1207 @@ For more information, see [Use the segment AI assistant in Amazon Connect](./cus -#### Generative AI-powered self-service with Amazon Q in Connect +#### Generative AI-powered self-service with Connect AI agents @@ -1209 +1209 @@ For more information, see [Use the segment AI assistant in Amazon Connect](./cus -Amazon Q in Connect, a generative-AI powered assistant for customer service, supports end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels. With this launch, businesses can augment their existing self-service experiences with generative AI capabilities to create more personalized and dynamic experiences to improve customer satisfaction and first contact resolution. For more information, see [Use generative AI-powered self-service with Amazon Q in Connect](./generative-ai-powered-self-service-q.html). +Connect AI agents, a generative-AI powered assistant for customer service, supports end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels. With this launch, businesses can augment their existing self-service experiences with generative AI capabilities to create more personalized and dynamic experiences to improve customer satisfaction and first contact resolution. For more information, see [Use generative AI-powered self-service with Connect AI agents](./generative-ai-powered-self-service.html). @@ -1211 +1211 @@ Amazon Q in Connect, a generative-AI powered assistant for customer service, sup -#### AI guardrails for Amazon Q in Connect +#### AI guardrails for Connect AI agents @@ -1213 +1213 @@ Amazon Q in Connect, a generative-AI powered assistant for customer service, sup -Amazon Q in Connect, a generative AI powered assistant for customer service, enables you to natively configure AI guardrails to implement safeguards based on their use cases and responsible AI policies. Contact center administrators can configure company-specific guardrails for Amazon Q in Connect to filter harmful and inappropriate responses, redact sensitive personal information, and limit incorrect information in the responses due to potential large language model (LLM) hallucination. For more information, see [Create AI guardrails for Amazon Q in Connect](./create-ai-guardrails.html). +Connect AI agents, a generative AI powered assistant for customer service, enables you to natively configure AI guardrails to implement safeguards based on their use cases and responsible AI policies. Contact center administrators can configure company-specific guardrails for Connect AI agents to filter harmful and inappropriate responses, redact sensitive personal information, and limit incorrect information in the responses due to potential large language model (LLM) hallucination. For more information, see [Create AI guardrails for Connect AI agents](./create-ai-guardrails.html). @@ -1289 +1289 @@ Your customers can request voice callbacks by sending you a chat and task, in ad -#### Monitor Amazon Q in Connect by using CloudWatch Logs +#### Monitor Connect AI agents by using CloudWatch Logs @@ -1291 +1291 @@ Your customers can request voice callbacks by sending you a chat and task, in ad -To gain visibility into the real-time recommendations that Amazon Q in Connect provides to your agents, and the customer intents it detects through natural language understanding, you can query CloudWatch Logs. For more information, see [Monitor Amazon Q in Connect by using CloudWatch Logs](./monitor-q-assistants-cloudwatch.html). +To gain visibility into the real-time recommendations that Connect AI agents provides to your agents, and the customer intents it detects through natural language understanding, you can query CloudWatch Logs. For more information, see [Monitor Connect AI agents by using CloudWatch Logs](./monitor-ai-agents.html). @@ -1307 +1307 @@ Amazon Connect Chat provides SDKs for iOS and Android, allowing you to deliver n -#### Amazon Q in Connect adds personalized guidance for agents +#### Connect AI agents adds personalized guidance for agents @@ -1309 +1309 @@ Amazon Connect Chat provides SDKs for iOS and Android, allowing you to deliver n -Amazon Q in Connect can recommend personalized guidance to agents using customer data from Amazon Connect and other third-party CRM systems. Amazon Q in Connect detects the customer's intent from the real-time voice or chat conversation and understands customer data to recommend what an agent should say or what action they should take. +Connect AI agents can recommend personalized guidance to agents using customer data from Amazon Connect and other third-party CRM systems. Connect AI agents detects the customer's intent from the real-time voice or chat conversation and understands customer data to recommend what an agent should say or what action they should take. @@ -1311 +1311 @@ Amazon Q in Connect can recommend personalized guidance to agents using customer -For more information, see [Use Amazon Q in Connect for generative AI–powered agent assistance in real-time](./amazon-q-connect.html). +For more information, see [Use Connect AI agents for real-time assistance](./connect-ai-agent.html). @@ -1471 +1471 @@ You can now offer a contact in a queue to a specific agent or set of agents base -#### Amazon Q in Connect recommends step-by-step guides +#### Connect AI agents recommends step-by-step guides @@ -1473 +1473 @@ You can now offer a contact in a queue to a specific agent or set of agents base -Amazon Q in Connect, a generative-AI powered assistant for contact center agents, recommends step-by-step guides in real-time. Agents use step-by-step guides to quickly take action to resolve customer issues. For more information, see [Integrate Amazon Q in Connect with step-by-step guides](./integrate-q-with-guides.html). +Connect AI agents, a generative-AI powered assistant for contact center agents, recommends step-by-step guides in real-time. Agents use step-by-step guides to quickly take action to resolve customer issues. For more information, see [Integrate Connect AI agents with step-by-step guides](./integrate-guides-with-ai-agents.html). @@ -1525 +1525 @@ Time zone support in forecasts simplifies the day-to-day experience for managers -Updated the service-linked role managed policy with the Amazon Q in Connect API action `wisdom:ListContentAssociations`. For a description of the additional action, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates). +Updated the service-linked role managed policy with the Connect AI agents API action `wisdom:ListContentAssociations`. For a description of the additional action, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates). @@ -1772 +1772 @@ This feature allows you to create and manage the UI pages shown to agents in ste -#### Added Amazon Q in Connect +#### Added Connect AI agents @@ -1774 +1774 @@ This feature allows you to create and manage the UI pages shown to agents in ste -Amazon Q in Connect is a generative AI customer service assistant. It is an LLM-enhanced evolution of Amazon Connect Wisdom that delivers real-time recommendations to help contact center agents resolve customer issues quickly and accurately. +Connect AI agents is a generative AI customer service assistant. It is an LLM-enhanced evolution of Amazon Connect Wisdom that delivers real-time recommendations to help contact center agents resolve customer issues quickly and accurately. @@ -1776 +1776 @@ Amazon Q in Connect is a generative AI customer service assistant. It is an LLM- -Amazon Q in Connect automatically detects customer intent during calls and chats using conversational analytics and natural language understanding (NLU). It then provides agents with immediate, real-time generative responses and suggested actions. It also provides links to relevant documents and articles. +Connect AI agents automatically detects customer intent during calls and chats using conversational analytics and natural language understanding (NLU). It then provides agents with immediate, real-time generative responses and suggested actions. It also provides links to relevant documents and articles. @@ -1778 +1778 @@ Amazon Q in Connect automatically detects customer intent during calls and chats -For more information, see [Use Amazon Q in Connect for generative AI–powered agent assistance in real-time](./amazon-q-connect.html) and the [Amazon Q in Connect API Reference](https://docs.aws.amazon.com/amazon-q-connect/latest/APIReference/Welcome.html). +For more information, see [Use Connect AI agents for real-time assistance](./connect-ai-agent.html) and the [Connect AI agents API Reference](https://docs.aws.amazon.com/amazon-q-connect/latest/APIReference/Welcome.html). @@ -1884 +1884 @@ Service Quotas allows you to view both default and applied quota values for reso -Updated `AmazonConnectServiceLinkedRolePolicy` with an action for Amazon Q in Connect. For a description of the additional action, see [Amazon Connect updates to AWS managed policies](./security_iam_awsmanpol.html#security-iam-awsmanpol-updates). +Updated `AmazonConnectServiceLinkedRolePolicy` with an action for Connect AI agents. For a description of the additional action, see [Amazon Connect updates to AWS managed policies](./security_iam_awsmanpol.html#security-iam-awsmanpol-updates). @@ -2326 +2326 @@ In November 2023 we released Amazon Q. It includes real-time agent assist functi -You can choose Microsoft SharePoint Online as knowledge base for Wisdom articles. For more information, see [Enable Amazon Q in Connect for your instance](./enable-q.html). Also see the [AppIntegrationsConfiguration](https://docs.aws.amazon.com/amazon-q-connect/latest/APIReference/API_AppIntegrationsConfiguration.html) API in the _Amazon Q in Connect API Reference_. +You can choose Microsoft SharePoint Online as knowledge base for Wisdom articles. For more information, see [Initial set-up for AI agents](./ai-agent-initial-setup.html). Also see the [AppIntegrationsConfiguration](https://docs.aws.amazon.com/amazon-q-connect/latest/APIReference/API_AppIntegrationsConfiguration.html) API in the _Connect AI agents API Reference_. @@ -2899 +2899 @@ In November 2023 we released Amazon Q. It includes real-time agent assist functi -For more information, see [Use Amazon Q in Connect for generative AI–powered agent assistance in real-time](./amazon-q-connect.html) and the [Amazon Q in Connect API Reference](https://docs.aws.amazon.com/amazon-q-connect/latest/APIReference/Welcome.html). +For more information, see [Use Connect AI agents for real-time assistance](./connect-ai-agent.html) and the [Connect AI agents API Reference](https://docs.aws.amazon.com/amazon-q-connect/latest/APIReference/Welcome.html).