9/22/2025, 12:00:00 AM ~ 9/23/2025, 12:00:00 AM (UTC)
Recent Announcements
Amazon Connect Contact Lens now provides sensitive data redaction in 7 additional languages
Amazon Connect Contact Lens now provides sensitive data redaction from voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). Automatic redaction of sensitive data redaction helps you protect your customer’s privacy by removing personally identifiable information (PII), financial account numbers and PINs, and Internet access details (URLs, usernames, passwords) from conversation transcripts and audio files. You can choose to redact selected or all sensitive data entities, and whether they are replaced with a generic placeholder (e.g., [PII]) or an entity-specific placeholder (e.g., [NAME]) to indicate the type of information redacted.\n Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers and users. Contact Lens provides conversational analytics that enable you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. Sensitive data redaction is available in all AWS Regions where Amazon Connect is available. For more information, refer to the following list of resources:
Amazon Connect Contact Lens and pricing
Enable redaction of sensitive information
Supported languages
Amazon Connect flow designer now supports analytics mode
Amazon Connect now offers new enhanced analytics in the drag-and-drop flow designer that help you make data-driven decisions when building and optimizing your flows. Amazon Connect flows allow you to create end-to-end self-service and automated customer experiences such as interactive voice response (IVR), step-by-step guides, and back office processes and tasks. With this launch, you can now view aggregate metrics on how customers move through each step in the flow including where they run into errors or abandon the experience. For example, you can see how many conversational AI interactions result in transfers to agent queues or when customers end up in the wrong queue because an error in the flow configuration. These new capabilities help you identify behavioral patterns and evaluate root causes, allowing you to deliver better outcomes for customers.\n This new capability is included with Amazon Connect (with unlimited AI) pricing. To learn more about this feature, see the Amazon Connect Administrator Guide. This feature is available in all AWS regions that offers Amazon Connect. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.