# View generative AI-powered post-contact summaries in Amazon Connect View generative AI-powered post-contact summaries **Note** **Powered by Amazon Bedrock**: AWS implements [automated abuse detection](https://docs.aws.amazon.com//bedrock/latest/userguide/abuse-detection.html). 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 and email 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](#summaries-on-agentws). + **Managers and supervisors** can access summaries for voice, chat, and email 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](#summaries-on-website). + **Developers** can directly ingest the summaries from the [APIs](contact-lens-api.md) into third-party systems. They can also [integrate with Amazon Kinesis Data Streams](contact-analysis-segment-streams.md) for streaming. This latter option is useful when you have higher loads and you want avoid having the TPS throttled. **Topics** + [ ## Enable post-contact summaries ](#gen-ai-getstarted) + [ ## Enable contact summaries for email ](#enable-email-summaries) + [View post-contact summaries on the CCP](#summaries-on-agentws) + [View post-contact summaries on the Amazon Connect admin website](#summaries-on-website) + [ ## Why a summary is not generated ](#summary-not-generated) ## 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](set-recording-behavior.md) block to your flow. 1. Configure the **Properties** page of the block: 1. Set **Call recording** to **On**. Choose **Agent and customer**, as shown in the following image. ![\[The properties page of the Set recording and analytics behavior block configured for call recording.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/call-recording-summaries.png) 1. Set **Analytics** to **On**. 1. Choose **Enable speech analytics**. 1. Choose **Real-time and post-call analytics**. 1. 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: ![\[The properties page of the Set recording and analytics behavior block.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/set-block-post-contact-summaries-ccp.png) 1. 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 Recorded conversations (unredacted)**, **All** or **Access** (least privilege is **Access** which is recommended) + **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](set-recording-behavior.md) as follows: 1. Set **Analytics** to **On**. 1. 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). 1. Granular redaction is not supported for post-contact summary. When granular redaction is selected, post-contact summary redacts all PII identified in text and replaces it with a [PII] tag. 1. Under **Contact Lens Generative AI capabilities**, choose **Post-contact summary**. 1. 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** + **Analysis and Optimization - Recorded conversations (redacted)**, **View Recorded conversations (unredacted)**, **All** or **Access** (least privilege is **Access** which is recommended) ## Enable contact summaries for email **To enable contact summaries for email contacts** 1. Add a [Set recording, analytics and processing behavior](set-recording-analytics-processing-behavior.md) block to your inbound email flow. 1. Configure the **Properties** page of the block: 1. For **Channel**, choose **Email**. 1. Set **Analytics** to **On**. 1. Choose **Enable email analytics**. 1. Under **Contact Lens Generative AI capabilities**, choose **Contact summary**. 1. Choose **Save**. ## View post-contact summaries on the CCP 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. ![\[The Contact Control Panel showing a generative AI-powered post-contact summary during After Contact Work (ACW).\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/genai-summary-ccp1.png) 1. The agent is in ACW. They can browse the transcript while a "Generating summary" banner is displayed on the top of the page. 1. 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. 1. The banner disappears after the agent clicks on it. **Note** Generative AI-powered post-contact summaries support voice, chat, and email contacts on the CCP. ## View post-contact summaries on the Amazon Connect admin website 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. ![\[The Contact details page showing a generative AI-powered post-contact summary with structured information about the customer conversation.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/genai-summary2.png) The following image shows an example of generative AI-powered post-contact summaries on the **Contact search** page. ![\[The Contact search page displaying generative AI-powered post-contact summaries for multiple customer interactions in a list view format.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/genai-summary-contactsearch2.png) 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](#summary-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](https://console.aws.amazon.com/support/home#/case/create?issueType=service-limit-increase&limitType=service-code-connect) to increase the [Concurrent post-contact summary jobs](amazon-connect-service-limits.md#contactlens-quotas) 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`. This error can occur in Amazon Connect for Concurrent post-contact summary jobs. Amazon Connect passes contact data to Amazon Bedrock for summary generation. If the contact data contains unredacted Personally Identifiable Information (PII), Amazon Bedrock's safety guidelines are triggered. As a result, Amazon Bedrock refuses to generate the summary to protect sensitive information, leading to the error in Amazon Connect. + Internal system error. ReasonCode: `INTERNAL_ERROR`