Amazon Connect Customer now supports generative AI-powered post-contact summaries in eight additional language families: Portuguese, French, Italian, German, Spanish, Chinese, Japanese, and Korean. Post-contact summaries also now support non-US variations of English, including British English, Australian English, and other regional locales, ensuring summaries reflect locally appropriate spelling and terminology.
Generative AI-powered post-contact summaries provide agents and managers with concise, structured overviews of customer conversations across voice, chat, and email channels, eliminating the need to read full transcripts. With this expansion, organizations can automatically generate summaries in the language of the conversation, helping agents complete after-contact work faster and enabling managers to review contacts across languages. For example, a global support organization can now generate post-contact summaries for calls handled in French, German, or Japanese, giving supervisors visibility into service quality across all regions.
The newly supported languages are available in all AWS Regions where Amazon Connect Customer post-contact summaries are available. To learn more, refer to View generative AI-powered post-contact summaries in the Amazon Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, visit the Amazon Connect Customer website.
Categories: general:products/amazon-connect,marketing:marchitecture/contact-center
Source: Amazon Web Services
