AWS connect documentation change
Summary
Added support for generative AI-powered post-contact summaries for email contacts, including configuration steps and access details for agents/managers.
Security assessment
The changes expand feature functionality to email contacts without addressing security vulnerabilities or introducing security controls.
Diff
diff --git a/connect/latest/adminguide/view-generative-ai-contact-summaries.md b/connect/latest/adminguide/view-generative-ai-contact-summaries.md index 6119942b5..4d7cf5ace 100644 --- a//connect/latest/adminguide/view-generative-ai-contact-summaries.md +++ b//connect/latest/adminguide/view-generative-ai-contact-summaries.md @@ -5 +5 @@ -Enable post-contact summariesView post-contact summaries on the CCPView post-contact summaries on the Amazon Connect admin websiteWhy a summary is not generated +Enable post-contact summariesEnable contact summaries for emailView post-contact summaries on the CCPView post-contact summaries on the Amazon Connect admin websiteWhy a summary is not generated @@ -17 +17 @@ You can access generative AI-powered post-contact summaries multiple ways: - * **Agents** can access post-contact summaries for voice contacts on the Contact Control Panel (CCP). They can use the summaries to quickly complete their After Contact Work (ACW). To learn about the agent's experience, see View post-contact summaries on the CCP. + * **Agents** can access post-contact summaries for voice and email contacts on the Contact Control Panel (CCP). They can use the summaries to quickly complete their After Contact Work (ACW). To learn about the agent's experience, see View post-contact summaries on the CCP. @@ -19 +19 @@ You can access generative AI-powered post-contact summaries multiple ways: - * **Managers and supervisors** can access summaries for voice and chat contacts on the Amazon Connect admin website, on the **Contact details** and the **Contact search** pages. They can use the summaries to quickly understand the issues and outcomes for the contacts they are reviewing. To learn about the managers experience, see View post-contact summaries on the Amazon Connect admin website. + * **Managers and supervisors** can access summaries for voice, chat, and email contacts on the Amazon Connect admin website, on the **Contact details** and the **Contact search** pages. They can use the summaries to quickly understand the issues and outcomes for the contacts they are reviewing. To learn about the managers experience, see View post-contact summaries on the Amazon Connect admin website. @@ -29,0 +30,2 @@ You can access generative AI-powered post-contact summaries multiple ways: + * Enable contact summaries for email + @@ -104,0 +107,21 @@ If you choose speech analytics, then choose either: +## Enable contact summaries for email + +###### To enable contact summaries for email contacts + + 1. Add a [Set recording, analytics and processing behavior](./set-recording-analytics-processing-behavior.html) block to your inbound email flow. + + 2. Configure the **Properties** page of the block: + + 1. For **Channel** , choose **Email**. + + 2. Set **Analytics** to **On**. + + 3. Choose **Enable email analytics**. + + 4. Under **Contact Lens Generative AI capabilities** , choose **Contact summary**. + + 3. Choose **Save**. + + + + @@ -122 +145 @@ To help agents perform their After contact work (ACW), Amazon Connect displays a -Generative AI-powered post-contact summaries support only voice contacts on the CCP. +Generative AI-powered post-contact summaries support voice, chat, and email contacts on the CCP.