AWS prescriptive-guidance documentation change
Summary
Updated documentation with minor formatting changes, branding updates (Connect Customer to Amazon Connect Customer), image path correction, and removal of backticks around flow/module names. Security-related content remains unchanged.
Security assessment
Changes are editorial and formatting-focused (spaces before colons, branding corrections). The security section (encryption/masking of PII) was not modified. No evidence of vulnerability fixes or new security guidance.
Diff
diff --git a/prescriptive-guidance/latest/ivr-design-on-connect/example.md b/prescriptive-guidance/latest/ivr-design-on-connect/example.md index bd9413721..462692e57 100644 --- a//prescriptive-guidance/latest/ivr-design-on-connect/example.md +++ b//prescriptive-guidance/latest/ivr-design-on-connect/example.md @@ -5 +5 @@ -[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Best practices for designing the foundation of a dynamic and modular IVR experience on Connect Customer](introduction.html) +[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Designing the foundation of a dynamic and modular IVR experience on Connect Customer](introduction.html) @@ -38 +38 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Call origination:** Identify the country and line of business associated with the incoming call to provide a tailored experience. + * **Call origination** : Identify the country and line of business associated with the incoming call to provide a tailored experience. @@ -42 +42 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Customer authentication:** Authenticate the caller by using their account details, voice biometrics, or another secure method. + * **Customer authentication** : Authenticate the caller by using their account details, voice biometrics, or another secure method. @@ -46 +46 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Self-service options:** Offer self-service options to address common customer inquiries, such as balance inquiries, order status updates, or password resets. + * **Self-service options** : Offer self-service options to address common customer inquiries, such as balance inquiries, order status updates, or password resets. @@ -48 +48 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Payment processing:** Integrate a secure payment gateway so that customers can make purchases within the IVR system. + * **Payment processing** : Integrate a secure payment gateway so that customers can make purchases within the IVR system. @@ -50 +50 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Backend integrations:** Consider the backend API integrations to implement self-service processes, such as personalized greetings, order updates, and payments. Check availability and readiness of these APIs. + * **Backend integrations** : Consider the backend API integrations to implement self-service processes, such as personalized greetings, order updates, and payments. Check availability and readiness of these APIs. @@ -52 +52 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Security and compliance:** Determine the information that requires further encryption, masking, or disablement of logs (for example, card information and customer PII). + * **Security and compliance** : Determine the information that requires further encryption, masking, or disablement of logs (for example, card information and customer PII). @@ -54 +54 @@ To create a customer contact journey for Example Corp, we need to consider the f - * **Repeatable processes:** Identify processes such as payment and caller authentication that will be repeated across most countries and lines of business. + * **Repeatable processes** : Identify processes such as payment and caller authentication that will be repeated across most countries and lines of business. @@ -78 +78 @@ For Example Corp, some of the repeatable processes identified across countries a -The following diagram shows a sample architecture based on the IVR design methodology discussed in this guide. This architecture uses Connect Customer flows and modules with these additional AWS services: +The following diagram shows a sample architecture based on the IVR design methodology discussed in this guide. This architecture uses Amazon Connect Customer flows and modules with these additional AWS services: @@ -91 +91 @@ The following diagram shows a sample architecture based on the IVR design method - + @@ -97 +97 @@ The IVR system implements the following steps: - 2. The call enters an Connect Customer initialization flow (`initFlow`). + 2. The call enters an Connect Customer initialization flow (initFlow). @@ -107 +107 @@ The IVR system implements the following steps: - 4. The Connect Customer language module (`langModule`) sets an Amazon Polly voice based on the language selected. + 4. The Connect Customer language module (langModule) sets an Amazon Polly voice based on the language selected. @@ -109 +109 @@ The IVR system implements the following steps: - 5. The call then traverses to the next contact flow (`mainFlow`) that plays dynamic prompts such as a welcome message or call center options, which were retrieved from the third DynamoDB table. + 5. The call then traverses to the next contact flow (mainFlow) that plays dynamic prompts such as a welcome message or call center options, which were retrieved from the third DynamoDB table. @@ -115 +115 @@ The IVR system implements the following steps: - 8. The customer contact data is also stored in an S3 bucket as part of Connect Customer contact records, and can be used to generate custom reports by using Amazon Quick. + 8. The customer contact data is also stored in an Amazon S3 bucket as part of Connect Customer contact records, and can be used to generate custom reports by using Amazon Quick.