View generative AI-powered post-contact summaries in Amazon Connect - Amazon Connect
Enable post-contact summariesView post-contact summaries on the CCPView post-contact summaries on the Amazon Connect admin websiteWhy a summary is not generated

View generative AI-powered post-contact summaries in Amazon Connect

Note

Powered by Amazon Bedrock: AWS implements automated abuse detection. Because generative AI-powered post-contact summaries is built on Amazon Bedrock, users can take full advantage of the controls implemented in Amazon Bedrock to enforce safety, security, and the responsible use of artificial intelligence (AI).

You can save valuable time with generative AI-powered post-contact summaries that provide essential information from customer conversations in a structured, concise, and easy to read format. You can quickly review the summaries and understand the context instead of reading through transcripts and monitoring calls.

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.

  • 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.

  • Developers can directly ingest the summaries from the APIs into third-party systems. They can also integrate with Amazon Kinesis Data Streams for streaming. This latter option is useful when you have higher loads and you want avoid having the TPS throttled.

Enable post-contact summaries

To enable post-contact summaries on the agent's CCP for voice contacts

  1. Add a Set recording and analytics behavior block to your flow.

  2. Configure the Properties page of the block:

    1. Set Call recording to On. Choose Agent and customer, as shown in the following image.

      The properties page of the Set recording and analytics behavior block configured for call recording.

    2. Set Analytics to On.

    3. Choose Enable speech analytics.

    4. Choose Real-time and post-call analytics.

    5. Under Contact Lens Generative AI capabilities, choose Post-contact summary.

    The following image shows the Analytics section of a Properties page that is configured to enable post-contact summaries on the agent's CCP:

    The properties page of the Set recording and analytics behavior block.

  3. Assign the following permissions to the agent's security profile:

    • Contact Control Panel (CCP) - Contact Lens data - Access

    • Analysis and Optimization - Contact Lens–post-contact summary - View

    • Analysis and Optimization - Recorded conversations (redacted), View or Recorded conversations (unredacted), View

    • Analysis and Optimization - View my contacts or Contact Search

To enable post-contact summaries on Amazon Connect admin website

  1. Configure the Properties page of the Set recording and analytics behavior as follows:

    1. Set Analytics to On.

    2. Choose either Enable speech analytics, Enable chat analytics, or both.

      If you choose speech analytics, then choose either:

      • Post-call analytics

      • Real-time and post-call analytics: Choose this option if the user wants to view post-contact summaries for in progress contacts (that is, the agent is still in ACW but the call has ended).

    3. If you choose redaction, the post-contact summary inherits the overall transcript redaction settings. If you choose granular settings, the post-contact summary still redacts all PII.

    4. Under Contact Lens Generative AI capabilities, choose Post-contact summary.

  2. Assign the following permissions to the user's security profile:

    • Analysis and Optimization - Contact Search OR View my contacts

    • Analysis and Optimization - Contact Lens–post-contact summary - View

    • Recorded conversations (redacted), View or Recorded conversations (unredacted), View

View post-contact summaries on the CCP

To help agents perform their After contact work (ACW), Amazon Connect displays a generative AI-powered post-contact summary on their CCP for voice contacts. The following image shows an example summary.

Amazon Connect contact control panel showing transcript and AI-generated summary of customer interaction.

  1. The agent is in ACW. They can browse the transcript while a "Generating summary" banner is displayed on the top of the page.

  2. While the agent is browsing, a message appears that the summary is available. If the agent clicks the banner, the CCP scrolls to the top of the page when the summary is displayed.

  3. The banner disappears after the agent clicks on it.

Note

Generative AI-powered post-contact summaries support only voice contacts on the CCP.

View post-contact summaries on the Amazon Connect admin website

To help managers and other users review contacts, they can view post-contact summaries on the Amazon Connect admin website. The following image shows an example of generative AI-powered post-contact summaries on the Contact details page.

Contact details page showing call information, agent details, and AI-generated summary of customer interaction.

The following image shows an example of generative AI-powered post-contact summaries on the Contact search page.

Contact search page showing AI-generated summary of a customer interaction about delayed gift delivery.

Each contact has no more than one summary generated. Not all contacts will have a summary generated; for more information, see Why a summary is not generated.

Why a summary is not generated

If a summary is not generated, an error message is displayed on the Contact details and Contact search pages. In addition, the ReasonCode for the error appears in the ContactSummary object in the Contact Lens output file, similar to the following example:

"JobDetails": {
    "SkippedAnalysis": [
      {
        "Feature": "POST_CONTACT_SUMMARY",
        "ReasonCode": "INSUFFICIENT_CONVERSATION_CONTENT"
      }
    ]
  },

Following is a list of error messages that may be displayed on the Contact details or search pages if a summary is not generated. Also listed is the associated reason code that appears in the Contact Lens output file.

  • Summary could not be generated due to exceeding quota of concurrent summaries. ReasonCode: QUOTA_EXCEEDED.

    If you receive this message, we recommend that you submit a ticket to increase the Concurrent post-contact summary jobs quota.

  • Summary could not be generated due to not enough eligible conversation. ReasonCode: INSUFFICIENT_CONVERSATION_CONTENT.

    For voice, there must be 1 utterance from each participant. For chat, there must be 1 message of supported types from each participant. Supported message types are text/plain and text/markdown. Messages of other types, such as application/json, are not used for the summary.

  • Contact Flow had invalid Contact Lens configuration for PostContact Summary, such as unsupported or invalid language code. ReasonCode: INVALID_ANALYSIS_CONFIGURATION.

    This error is returned if the enabled summary is incompatible with other contact lens settings, particularly if it's enabled for an unsupported locale.

  • Summary cannot be provided because it failed to satisfy security and quality guardrails. ReasonCode: FAILED_SAFETY_GUIDELINES.

    The generated summary cannot be provided because it failed to satisfy system safety guidelines.

  • Internal system error. ReasonCode: INTERNAL_ERROR