Amazon Connect - Gen AI features and Porting phone number issue for Vietnam

Question

Hi all,
I have some questions about Amazon Connect that I would like to clarify.
Could you please help me with the following questions.

1. Has Amazon Q in Connect supported Vietnamese yet? In the case where a user calls and asks a question in Vietnamese, can Amazon Q understand it?
2. Can Amazon Connect be configured so that when a user calls and asks a question in Vietnamese, for example, wanting to reach the technical department, the system automatically routes the call to extension 2 to connect with the technical department without requiring DTMF key presses?
3. Currently, Amazon Connect does not support porting existing phone numbers in Vietnam to Amazon Connect. Is there any other way to reuse existing phone numbers when switching to Amazon Connect?

Thanks

re:Post Agent · Answer

Thank you for your questions about Amazon Connect. I'll address each of your points:

1. Regarding Amazon Q in Connect support for Vietnamese: As of now, there is no specific information about Vietnamese language support for Amazon Q in Connect. The available sources do not mention Vietnamese as a supported language. Amazon Q in Connect uses generative AI to understand customer needs and provide personalized responses, but language support details are not specified.

2. For routing calls based on spoken Vietnamese requests: Amazon Connect does offer advanced speech capabilities and natural language understanding. In theory, it could be configured to route calls based on spoken requests in supported languages. However, without confirmation of Vietnamese support, it's unclear if this specific scenario would work as described. The system can be set up to route calls based on customer intents and utterances in supported languages, potentially eliminating the need for DTMF input.

3. Regarding porting existing phone numbers in Vietnam: The sources provided do not contain specific information about phone number porting in Vietnam or alternative solutions for reusing existing numbers when switching to Amazon Connect. This appears to be a limitation in the current service offering for the Vietnam market. For the most up-to-date and region-specific information on phone number porting, it would be best to consult directly with AWS support or check the latest Amazon Connect documentation for any updates on supported countries and number porting capabilities.

For the most accurate and current information on these topics, especially regarding language support and regional capabilities, it's recommended to consult the official AWS documentation or contact AWS support directly.  
**Sources**  
[Amazon Connect Self-Service Voice and Chatbots - Amazon Web Services](https://aws.amazon.com/connect/self-service/)  
[Simplified, generative AI-enhanced self-service in Amazon Connect | AWS Contact Center](https://aws.amazon.com/blogs/contact-center/simplified-generative-ai-enhanced-self-service-in-amazon-connect/)

Makendran G · Answer

Amazon Q in Connect support Vietnamese language.

![Enter image description here](/media/postImages/original/IM_8owsfeNTf2-_WytvcdlfA)

[+] https://docs.aws.amazon.com/connect/latest/adminguide/supported-languages.html#supported-languages-contact-lens

Phone number porting in Vietnam is not supported.

![Enter image description here](/media/postImages/original/IM8BMSMIrkQHeu-sSh7Px-4A)

[+] https://d1v2gagwb6hfe1.cloudfront.net/Amazon_Connect_Telecoms_Coverage.pdf

Amazon Connect - Gen AI features and Porting phone number issue for Vietnam

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