amazon contact lens - can it retrospective redact historical contact?

Question

Hi

We have been using connect/lex etc for over a year now but have not enabled contact lens. When we do enable contact lens, are we able to retrospectively redact the data from the calls we received over the last year?

We want last years data from contact lens, however we need to ensure the sensitive data has been redacted. If  retrospective redaction is not possible, are there any other alternative suggestions that achieve the same affect?

Thanks

Accepted Answer

Amazon Connect Contact Lens does not offer a built-in feature for retrospective redaction of historical contact data. Once you enable Contact Lens, it will start analyzing and transcribing audio recordings in real-time going forward, but it does not retroactively process or redact data from previous interactions.

-- Review historical call recordings manually and redact any sensitive information before storing or using the data. This approach can be time-consuming and labor-intensive but ensures complete control over the redaction process.
-- Develop custom scripts or tooling to automate the redaction process for historical call recordings. This may involve using speech-to-text APIs to transcribe recordings and then applying redaction rules to identify and mask sensitive information
This is a documentation from AWS :- https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens.html
Before implementing any solution, it's important to carefully evaluate your organization's requirements, compliance obligations, and risk tolerance to determine the most appropriate approach for redacting historical contact data.

Hope it clarifies and if does I would appreciate answer to be accepted so that community can benefit for clarity, thanks ;)

amazon contact lens - can it retrospective redact historical contact?

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