AWS connect documentation change
Summary
Rebranded 'Amazon Connect' to 'Amazon Connect Customer' with updated product positioning as an AI-native solution. Removed all references to 'unlimited AI pricing' and replaced with new sections about AI capabilities, updating existing instances, and switching to Customer Basic pricing tier.
Security assessment
The changes are purely product positioning and pricing model updates. There is no mention of security vulnerabilities, patches, or security-related configurations. The content focuses on feature availability and billing options without addressing security controls, vulnerabilities, or security best practices.
Diff
diff --git a/connect/latest/adminguide/enable-nextgeneration-amazonconnect.md b/connect/latest/adminguide/enable-nextgeneration-amazonconnect.md index 86cfa28e9..5046bd7bb 100644 --- a//connect/latest/adminguide/enable-nextgeneration-amazonconnect.md +++ b//connect/latest/adminguide/enable-nextgeneration-amazonconnect.md @@ -5 +5 @@ -[Documentation](/index.html)[Amazon Connect](/connect/index.html)[Administrator Guide](what-is-amazon-connect.html) +[Documentation](/index.html)[Amazon Connect Customer](/connect/index.html)[Administrator Guide](what-is-amazon-connect.html) @@ -7 +7 @@ -How Amazon Connect billing worksAmazon Connect pricing optionsHow to disable unlimited AI pricingHow to enable unlimited AI pricing +AI capabilitiesUpdating existing instancesHow to switch to Customer Basic @@ -9 +9 @@ How Amazon Connect billing worksAmazon Connect pricing optionsHow to disable unl -# Amazon Connect pricing +# Amazon Connect Customer @@ -11 +11 @@ How Amazon Connect billing worksAmazon Connect pricing optionsHow to disable unl -Amazon Connect is an AI-powered contact center solution that turns every customer touchpoint into a deeper relationship and better outcome. +Amazon Connect Customer is an AI-native solution that helps companies of any scale deliver exceptional customer experiences at every touchpoint. You can use fully autonomous AI agents, a blend of AI and human agents working together, or fully human-supported experiences. AI is embedded across all channels for every customer, with simple per-channel pricing. For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/connect/pricing/). @@ -13 +13 @@ Amazon Connect is an AI-powered contact center solution that turns every custome -When you create an Amazon Connect instance, unlimited AI pricing is enabled. +###### Contents @@ -15 +15 @@ When you create an Amazon Connect instance, unlimited AI pricing is enabled. -Amazon Connect unlimited AI pricing provides unlimited use of Amazon Connect AI capabilities that power customer self-service, agent assistance, and supervisor experiences. It allows you to optimize every step of your customer journey without cost-driven compromises. + * AI capabilities @@ -17 +17 @@ Amazon Connect unlimited AI pricing provides unlimited use of Amazon Connect AI -For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/connect/pricing/). + * Updating existing Amazon Connect instances @@ -19 +19 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn -###### Contents + * How to switch to Customer Basic @@ -21 +20,0 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn - * How Amazon Connect billing works @@ -23 +21,0 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn - * Amazon Connect pricing options @@ -25 +22,0 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn - * How to disable unlimited AI pricing @@ -27 +24 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn - * How to enable unlimited AI pricing +## AI capabilities @@ -28,0 +26 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn +Amazon Connect Customer embeds AI at every stage of the customer journey. The following capabilities are included with Amazon Connect Customer. @@ -29,0 +28 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn + * **End-customer self-service** — agentic voice and agentic chat powered by AI agents @@ -30,0 +30 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn + * **Real-time agent assistance** — AI-powered recommendations and next-best-action guidance during live conversations @@ -32 +32 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn -## How Amazon Connect billing works + * **Conversational analytics and post-contact summaries** — sentiment analysis, theme detection, and automated summaries across voice, chat, messaging, and email @@ -34 +34 @@ For more information, visit [Amazon Connect Pricing](https://aws.amazon.com/conn -Amazon Connect is a pay-as-you-go customer experience solution that makes it simple to leverage native AI in every touchpoint across all channels. There are no required minimum monthly fees, long-term commitments, or upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance; you only pay for what you use. This flexible pricing model enables you to scale up and down depending on seasonality and the needs of your business, without worrying about capacity constraints or licensing costs. + * **AI-powered case summarization** — automatically generated case summaries to accelerate resolution @@ -36 +36 @@ Amazon Connect is a pay-as-you-go customer experience solution that makes it sim -For global resiliency pricing, contact your AWS Technical Account Manager or Solutions Architect. + * **Performance evaluations** — evaluate both human agents and self-service interactions @@ -38 +38 @@ For global resiliency pricing, contact your AWS Technical Account Manager or Sol -## Amazon Connect pricing options + * **Forecasting and agent scheduling** — predict contact volumes and optimize agent schedules @@ -40 +40 @@ For global resiliency pricing, contact your AWS Technical Account Manager or Sol -There are two pricing models available: unlimited AI pricing and per feature pricing. You can select a different pricing model for each Amazon Connect instance and change that selection at any time, giving you the flexibility to choose the option that best suits your needs. + * **Flow designer analytics** — insights into contact flow performance @@ -42 +42 @@ There are two pricing models available: unlimited AI pricing and per feature pri -**Unlimited AI pricing** is the default option. It enables you to use an all-inclusive channel pricing model that covers all optimization features, including: + * **Custom metrics in dashboards and APIs** — build tailored views of contact center performance @@ -44 +44 @@ There are two pricing models available: unlimited AI pricing and per feature pri - * Conversational analytics + * **Generative speech** — Amazon Polly generative voices and third-party speech-to-text (STT) and text-to-speech (TTS) model configuration @@ -46 +46 @@ There are two pricing models available: unlimited AI pricing and per feature pri - * Performance evaluations + * **Customer first callbacks** — let customers request a callback instead of waiting on hold @@ -48 +47,0 @@ There are two pricing models available: unlimited AI pricing and per feature pri - * Screen recording @@ -50 +48,0 @@ There are two pricing models available: unlimited AI pricing and per feature pri - * Agent scheduling tools @@ -52 +49,0 @@ There are two pricing models available: unlimited AI pricing and per feature pri - * AI-powered voice and chat through Amazon Lex and Connect AI agents @@ -54 +51 @@ There are two pricing models available: unlimited AI pricing and per feature pri - * AI-powered generative voice for text-to-speech (TTS) in Amazon Connect +## Updating existing Amazon Connect instances @@ -55,0 +53 @@ There are two pricing models available: unlimited AI pricing and per feature pri +All new instances are Amazon Connect Customer instances. @@ -56,0 +55 @@ There are two pricing models available: unlimited AI pricing and per feature pri +If your Amazon Connect instance was created before Amazon Connect Customer was available, you may need to update your instance to Amazon Connect Customer. @@ -57,0 +57 @@ There are two pricing models available: unlimited AI pricing and per feature pri + 1. Log in to the AWS Management Console using your AWS account. @@ -59 +59 @@ There are two pricing models available: unlimited AI pricing and per feature pri -###### Note + 2. In the AWS Management Console, in the search box, type **Amazon Connect**. Choose **Amazon Connect**. @@ -61 +61 @@ There are two pricing models available: unlimited AI pricing and per feature pri -We recommend reviewing [Service Improvement and how to opt out from using your data for service improvement](./data-opt-out.html) to learn which Amazon Connect services use your customer's data to train machine learning models, and how you can opt out. + 3. On the **Amazon Connect virtual contact center instances** page, choose the **instance alias** where you want to enable Amazon Connect Customer. @@ -63 +63 @@ We recommend reviewing [Service Improvement and how to opt out from using your d -\- OR - + 4. In the navigation pane, choose **Amazon Connect**. @@ -65 +65 @@ We recommend reviewing [Service Improvement and how to opt out from using your d -**Per feature pricing** where you pay separately for channels and any optimization features you choose to use. + 5. In the **Enable Amazon Connect Customer across your entire instance** section, confirm the status is **Not enabled**. @@ -67 +67 @@ We recommend reviewing [Service Improvement and how to opt out from using your d -## How to disable unlimited AI pricing + 6. Choose **Enable**. @@ -69 +68,0 @@ We recommend reviewing [Service Improvement and how to opt out from using your d -Complete the following steps to disable unlimited AI pricing and instead use per feature pricing for a given Amazon Connect instance. @@ -71 +69,0 @@ Complete the following steps to disable unlimited AI pricing and instead use per - 1. Log in to the AWS Management Console using your AWS account. @@ -73 +70,0 @@ Complete the following steps to disable unlimited AI pricing and instead use per - 2. In the AWS Management Console, in the search box, type **Amazon Connect**. Choose **Amazon Connect**. @@ -75 +72 @@ Complete the following steps to disable unlimited AI pricing and instead use per - 3. On the **Amazon Connect virtual contact center instances** page, choose the **instance alias** where you want to disable unlimited AI pricing. +## How to switch to Customer Basic @@ -77 +74 @@ Complete the following steps to disable unlimited AI pricing and instead use per - 4. In the navigation pane, choose **Amazon Connect**. +Amazon Connect Customer Basic does not include all the AI capabilities available in Amazon Connect Customer. If you move to Customer Basic, some capabilities you are using today may no longer be available, including: @@ -79 +76 @@ Complete the following steps to disable unlimited AI pricing and instead use per - 5. In the **Enable unlimited AI pricing across your entire contact center** section, confirm the status is **enabled**. + * Conversational analytics for email @@ -81 +78 @@ Complete the following steps to disable unlimited AI pricing and instead use per - 6. Choose **Disable**. + * AI-powered case summarization @@ -83 +80 @@ Complete the following steps to disable unlimited AI pricing and instead use per -A dialog box appears prompting you to confirm that you want to disable unlimited AI pricing and instead use the per feature pricing model. Choose **Disable** to confirm. + * Performance evaluations of self-service interactions @@ -84,0 +82 @@ A dialog box appears prompting you to confirm that you want to disable unlimited + * Flow designer analytics @@ -85,0 +84 @@ A dialog box appears prompting you to confirm that you want to disable unlimited + * Custom metrics in dashboards and APIs @@ -86,0 +86 @@ A dialog box appears prompting you to confirm that you want to disable unlimited + * Agentic voice with Amazon Nova Sonic @@ -88 +88,3 @@ A dialog box appears prompting you to confirm that you want to disable unlimited -###### Warning + * Third-party speech-to-text (STT) and text-to-speech (TTS) model configuration + + * Customer first callbacks @@ -90 +91,0 @@ A dialog box appears prompting you to confirm that you want to disable unlimited -Disabling unlimited AI pricing will not disable the individual features used. If those features continue to be used after unlimited AI pricing is disabled, you will be charged based on each individual feature's price. @@ -92 +92,0 @@ Disabling unlimited AI pricing will not disable the individual features used. If -Exception: If you are using the [customer first callback](./setup-queued-cb.html) feature, it is disabled when you choose to disable unlimited AI pricing. @@ -94 +93,0 @@ Exception: If you are using the [customer first callback](./setup-queued-cb.html -## How to enable unlimited AI pricing @@ -96 +95,3 @@ Exception: If you are using the [customer first callback](./setup-queued-cb.html -If you have disabled unlimited AI pricing and want to enable again, or you created your Amazon Connect before this option was released, here's how you can enable it now. Also use these steps if you want to verify if unlimited AI pricing is enabled. +###### Warning + +If these features are configured in contact flows, you may encounter runtime errors. @@ -98 +99 @@ If you have disabled unlimited AI pricing and want to enable again, or you creat -Complete the following steps to enable unlimited AI pricing for a given Amazon Connect instance. +Complete the following steps to switch from Amazon Connect Customer to Customer Basic for a given Amazon Connect instance. @@ -104 +105 @@ Complete the following steps to enable unlimited AI pricing for a given Amazon C - 3. On the **Amazon Connect virtual contact center instances** page, choose the **instance alias** where you want to enable unlimited AI pricing. + 3. On the **Amazon Connect virtual contact center instances** page, choose the **instance alias** where you want to switch to Customer Basic. @@ -108,3 +109 @@ Complete the following steps to enable unlimited AI pricing for a given Amazon C - 5. In the **Enable unlimited AI pricing across your entire contact center** section, confirm the status is **Not enabled**. - - 6. Choose **Enable**. + 5. In the **Enable Amazon Connect Customer across your entire instance** section, confirm the status is **enabled**. @@ -111,0 +111 @@ Complete the following steps to enable unlimited AI pricing for a given Amazon C + 6. Choose **Disable**. @@ -112,0 +113 @@ Complete the following steps to enable unlimited AI pricing for a given Amazon C +A dialog box appears prompting you to confirm that you want to switch to Customer Basic. Choose **Disable** to confirm. @@ -115 +115,0 @@ Complete the following steps to enable unlimited AI pricing for a given Amazon C -###### Warning @@ -117 +116,0 @@ Complete the following steps to enable unlimited AI pricing for a given Amazon C -When you enable unlimited AI, any active free trials of Amazon Connect features end, such as free trials of conversational analytics, performance evaluation, and agent scheduling.