AWS architecture-diagrams documentation change
Summary
Changed service references from 'Amazon Connect' to 'Connect Customer' throughout the document
Security assessment
The changes appear to be a rebranding or renaming of the service without altering security functionality. Authentication (voice ID) and analytics (Contact Lens) features remain unchanged. No evidence of security vulnerability fixes or new security features added.
Diff
diff --git a/architecture-diagrams/latest/automotive-call-center-architecture/automotive-call-center-architecture.md b/architecture-diagrams/latest/automotive-call-center-architecture/automotive-call-center-architecture.md index e168a33c2..3ad247f09 100644 --- a//architecture-diagrams/latest/automotive-call-center-architecture/automotive-call-center-architecture.md +++ b//architecture-diagrams/latest/automotive-call-center-architecture/automotive-call-center-architecture.md @@ -13 +13 @@ Publication date: **February 28, 2022 (Diagram history)** -This architecture enables you to build an automotive call center solution as part of connected vehicle platform to enhance customer safety with emergency (eCall) and breakdown (bCall) call services using Amazon Connect. +This architecture enables you to build an automotive call center solution as part of connected vehicle platform to enhance customer safety with emergency (eCall) and breakdown (bCall) call services using Connect Customer. @@ -17 +17 @@ This architecture enables you to build an automotive call center solution as par - + @@ -19 +19 @@ This architecture enables you to build an automotive call center solution as par - 1. Vehicle triggers an eCall or bCall in case of an accident or breakdown to **Amazon Connect** , and sends a snapshot of sensor and location data to the connected vehicle backend with **Amazon API Gateway**. + 1. Vehicle triggers an eCall or bCall in case of an accident or breakdown to **Connect Customer** , and sends a snapshot of sensor and location data to the connected vehicle backend with **Amazon API Gateway**. @@ -21 +21 @@ This architecture enables you to build an automotive call center solution as par - 2. **Amazon Connect** triggers an **AWS Lambda** function that assigns a case ID to the call and data received from the vehicle by **Amazon Connect**. + 2. **Connect Customer** triggers an **AWS Lambda** function that assigns a case ID to the call and data received from the vehicle by **Connect Customer**. @@ -25 +25 @@ This architecture enables you to build an automotive call center solution as par - 4. Use contact flows in **Amazon Connect** to automate the entire customer experience by dragging and dropping contact blocks onto a canvas. + 4. Use contact flows in **Connect Customer** to automate the entire customer experience by dragging and dropping contact blocks onto a canvas. @@ -27 +27 @@ This architecture enables you to build an automotive call center solution as par - 5. Authenticate real-time callers with the voice ID capability within **Amazon Connect**. + 5. Authenticate real-time callers with the voice ID capability within **Connect Customer**. @@ -29 +29 @@ This architecture enables you to build an automotive call center solution as par - 6. Integrate **Amazon Connect** with Customer Relationship Management (CRM) to provide unified customer profile to call center agents across multiple sources. + 6. Integrate **Connect Customer** with Customer Relationship Management (CRM) to provide unified customer profile to call center agents across multiple sources. @@ -33 +33 @@ This architecture enables you to build an automotive call center solution as par - 8. Analyze conversations between customer and agents by using speech transcription, natural language processing, and intelligent search capabilities with the Contact Lens for **Amazon Connect** feature. It performs sentiment analysis, detects issues, and enables you to automatically categorize contacts. It provides both real-time and post-call analytics of conversations. + 8. Analyze conversations between customer and agents by using speech transcription, natural language processing, and intelligent search capabilities with the Contact Lens for **Connect Customer** feature. It performs sentiment analysis, detects issues, and enables you to automatically categorize contacts. It provides both real-time and post-call analytics of conversations. @@ -35 +35 @@ This architecture enables you to build an automotive call center solution as par - 9. Notify customers about reminders, vehicle issues, recommendations by emails and text with **Amazon Connect**. + 9. Notify customers about reminders, vehicle issues, recommendations by emails and text with **Connect Customer**. @@ -39 +39 @@ This architecture enables you to build an automotive call center solution as par - 11. Provide call center agent case ID, vehicle, and location data, customer profile, **Amazon Connect** Contact Lens insights, and call summary along with the call to ensure a personalised experience to customers. Improve customer experience with Contact Lens real time analysis to give guidelines to agents in live calls. + 11. Provide call center agent case ID, vehicle, and location data, customer profile, **Connect Customer** Contact Lens insights, and call summary along with the call to ensure a personalised experience to customers. Improve customer experience with Contact Lens real time analysis to give guidelines to agents in live calls. @@ -46 +46 @@ This architecture enables you to build an automotive call center solution as par - + @@ -50 +50 @@ This architecture enables you to build an automotive call center solution as par - 2. Use **Amazon Connect** to identify hCall and cCall callers from the vehicle owner’s associated phone number. Route these calls to the **Amazon Lex** chat bot channel. Push call metrics insights to **Amazon S3** bucket with **Amazon Kinesis Data Streams**. + 2. Use **Connect Customer** to identify hCall and cCall callers from the vehicle owner’s associated phone number. Route these calls to the **Amazon Lex** chat bot channel. Push call metrics insights to **Amazon S3** bucket with **Amazon Kinesis Data Streams**. @@ -60 +60 @@ This architecture enables you to build an automotive call center solution as par - 7. Forward hCall and cCall to call center agent if customer wants to talk to a human agent. Present case ID, vehicle data, customer profile, **Amazon Connect** Contact Lens insights, and call summary, along with voice call to the agent to ensure the best customer experience. + 7. Forward hCall and cCall to call center agent if customer wants to talk to a human agent. Present case ID, vehicle data, customer profile, **Connect Customer** Contact Lens insights, and call summary, along with voice call to the agent to ensure the best customer experience.