AI in Amazon Connect
Amazon Connect includes features that use AI, such as contact summarization, semantic rule matching, and performance evaluations. These features use AI models via Amazon Bedrock.
Amazon Bedrock
Amazon Bedrock is a managed service that provides AI models from leading AI companies and Amazon. Amazon Bedrock includes a broad set of capabilities to use AI models with security and privacy. The models available on Amazon Bedrock never store, log, or share customer prompts (input) and responses (output), and never use this data to train these models.
For more information about how Amazon Bedrock protects your data, refer to Data Protection in the Amazon Bedrock documentation.
Model selection
For many features, Amazon Connect fully manages the underlying AI, including model selection, prompt definition, and capacity provisioning. These features will change the underlying model over time to unlock new capabilities, improve feature performance, and ensure feature availability as existing models approach end of life.
Cross-region inference
Model inference is the process of a model generating an output (response) from a given input (prompt). To use an optimal model for each feature, Amazon Connect may use cross-region inference for data processing. This means Amazon Connect will automatically select the optimal AWS Region to process inference requests. The available AWS Regions vary based on the region of your Amazon Connect instance. All data is transmitted encrypted across Amazon's secure network and does not traverse the public internet.
The following tables lists the Inference regions that an Amazon Connect instance may use:
| Amazon Connect Instance Region | Inference Regions |
|---|---|
|
US East (N. Virginia) (us-east-1) |
US East (N. Virginia) (us-east-1) US East (Ohio) (us-east-2) US West (Oregon) (us-west-2) |
|
US West (Oregon) (us-west-2) |
US East (N. Virginia) (us-east-1) US East (Ohio) (us-east-2) US West (Oregon) (us-west-2) |
|
Africa (Cape Town) (af-south-1) |
Africa (Cape Town) (af-south-1) |
|
Asia Pacific (Seoul) (ap-northeast-2) |
Asia Pacific (Seoul) (ap-northeast-2) |
|
Asia Pacific (Singapore) (ap-southeast-1) |
Asia Pacific (Singapore) (ap-southeast-1) |
|
Asia Pacific (Sydney) (ap-southeast-2) |
Asia Pacific (Sydney) (ap-southeast-2) Asia Pacific (Melbourne) (ap-southeast-4) |
|
Asia Pacific (Tokyo) (ap-northeast-1) |
Asia Pacific (Tokyo) (ap-northeast-1) Asia Pacific (Osaka) (ap-northeast-3) |
|
Canada (Central) (ca-central-1) |
Canada (Central) (ca-central-1) US East (N. Virginia) (us-east-1) US East (Ohio) (us-east-2) US West (Oregon) (us-west-2) |
|
Europe (Frankfurt) (eu-central-1) |
Europe (Frankfurt) (eu-central-1) Europe (Ireland) (eu-west-1) Europe (Milan) (eu-south-1) Europe (Paris) (eu-west-3) Europe (Spain) (eu-south-2) Europe (Stockholm) (eu-north-1) |
|
Europe (London) (eu-west-2) |
Europe (London) (eu-west-2) Europe (Frankfurt) (eu-central-1) Europe (Ireland) (eu-west-1) Europe (Milan) (eu-south-1) Europe (Paris) (eu-west-3) Europe (Spain) (eu-south-2) Europe (Stockholm) (eu-north-1) |
|
AWS GovCloud (US-West) (us-gov-west-1) |
AWS GovCloud (US-West) (us-gov-west-1) AWS GovCloud (US-East) (us-gov-east-1) |
Regulatory compliance
Amazon Connect and Amazon Bedrock are in-scope for many of AWS compliance programs
