Configuring Bedrock Guardrails in Contact Center

You can use Amazon Bedrock Guardrails with Contact Center Smart Tools to ensure that your agents can only process specific types of data using Smart Tools.


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Use Amazon Bedrock Guardrails with Smart Tools to control the data types processed in your Contact Center. Set up your Guardrail in your AWS account, then link it to your Contact Center to ensure Smart Tools avoid certain topics or words. This setup helps maintain content relevance and compliance by filtering out unwanted suggestions during customer interactions.




You can use Amazon Bedrock Guardrails with Contact Center Smart Tools to ensure
that your agents can only process specific types of data using Smart Tools.
For example, you can specify specific topics or words that you don't want Smart
Tools to process so that they never suggest content to your Agents that relate to those
topics or words.
This article contains the following topics:

Linking your guardrail to Contact Center



Linking your guardrail to Contact Center

To use Amazon Guardrails in Contact Center, you must be using Amazon Bedrock to power
your Smart Tools. Before linking your Amazon Bedrock Guardrail to Contact Center,
you need to configure it within your AWS account. See What is Amazon Bedrock in the AWS
documentation to setup your Amazon Bedrock Guardrail.
Once you have setup your Guardrail, you can link it to Contact Center so
that when Smart Tools process content, the Guardrail is applied.
To link Amazon Bedrock Guardrail to Contact Center

In Contact Center, navigate to the General Settings page.
Scroll down to the Integrations section, then click Edit
Smart Tools settings.

Select the relevant Guardrail and Version from the
dropdowns.

Click Save.



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