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

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/view-generative-ai-contact-summaries.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; see AWS site terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• To show post-contact summaries on the agent's Contact Control Panel for voice contacts, the block must have call recording on for agent and customer, speech analytics enabled with the Real-time and post-call analytics option, and Post-contact summary selected under Generative AI capabilities. in context
• No more than one generative AI post-contact summary is generated per contact, and not every contact receives one. in context
• Granular redaction is not supported for post-contact summaries; when granular redaction is selected, the summary redacts all PII identified in text and replaces it with a [PII] tag. in context
• When a summary is not generated, the analytics output file carries one of the reason codes QUOTA_EXCEEDED, INSUFFICIENT_CONVERSATION_CONTENT, INVALID_ANALYSIS_CONFIGURATION, FAILED_SAFETY_GUIDELINES or INTERNAL_ERROR; insufficient content means fewer than one utterance (voice) or one text/plain or text/markdown message (chat) from each participant. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). View generative AI-powered post-contact summaries in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-genai-contact-summaries

BibTeX

@misc{warmtransfer-aws-connect-genai-contact-summaries,
  title  = {View generative AI-powered post-contact summaries in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-genai-contact-summaries},
  note   = {Amazon Web Services, accessed 2026-09-30}
}