Posted On: Apr 12, 2022
AWS PrivateLink provides private connectivity among VPCs, AWS services, and your on-premises networks, without exposing your traffic to the public internet. You can now manage your Amazon Connect Wisdom agent assistants without requiring an Internet Gateway in your VPC, instead using AWS PrivateLink with private IP connectivity and security groups to help meet your compliance requirements.
Amazon Connect Wisdom delivers to contact center call agents the information they need to help solve customer issues as they’re actively speaking with customers. Contact centers often use knowledge management systems and document repositories that are separate from their agents' desktop application, which forces agents to spend valuable time searching for answers while speaking with customers, leading to poor customer experiences. With Amazon Connect Wisdom, agents are delivered content recommendations personalized for the call and can search across connected repositories from within their agent desktop to find answers.
To use AWS PrivateLink, create an interface VPC endpoint for Amazon Connect Wisdom in your VPC using the Amazon VPC console, SDK, or CLI. You can also access the VPC endpoint from on-premises environments or from other VPCs using AWS VPN, AWS Direct Connect, or VPC Peering.
Amazon Connect Wisdom is available in the US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London) AWS regions. To learn more about Amazon Connect Wisdom, please visit the Amazon Connect Wisdom website or see the help documentation.