The lawful, ethical, and responsible use of artificial intelligence (AI) is a key priority for Anthology; therefore, we have developed and implemented a Trustworthy AI program. You can find information on our program and general approach to Trustworthy AI in our Trust Center and List of generative AI features.
As part of our Trustworthy AI principles, we commit to transparency, explainability, and accountability. This page is intended to provide the necessary transparency and explainability to help our customers understand the AI features available in Anthology’s Optimization and Growth Services which are powered by Amazon Connect (hereinafter referred to as “Connect AI features”). We recommend that students, faculty, and staff (hereinafter referred to as “users”) carefully review this page to ensure that they are aware of the considerations and recommendations below.
How to contact us:
- For questions or feedback on our general approach to Trustworthy AI or how we can make this page more helpful for our clients, please email us at [email protected].
- For questions or feedback about the functionality or output of Connect AI features, please submit a customer support ticket.
Last updated: June 27th 2025
AI features
Anthology’s Optimization and Growth Services use Amazon Connect to provide its AI-supported contact center capabilities, enhancing support operations for users. Amazon Connect enables omnichannel engagement, streamlining communication and improving service delivery across institutions.
Anthology's Optimization and Growth Services use the following two services from Amazon Connect: Amazon Q in Connect and Amazon Connect Contact Lens. See below for an overview of each of the Connect AI features:
| Capability | AI-powered Feature | Foundation Model | Student Success offering | AWS documentation |
|---|---|---|---|---|
| Contact Lens | Sentiment analysis | AWS Bedrock models | Help Desk, One Stop | Sentiment analysis |
| Contact Lens | Automatic transcription | AWS Bedrock models | Help Desk, One Stop | Automatic transcription |
| Contact Lens | Topic and trend detection | AWS Bedrock models | Help Desk, One Stop | Topic and trend detection |
| Contact Lens | Real-time alerts | AWS Bedrock models | Help Desk, One Stop | Real time alerts |
| Contact Lens | Compliance detection | AWS Bedrock models | Help Desk, One Stop | Compliance detection |
| Contact Lens | Post-contact summaries (generative AI) | AWS Bedrock models | Help Desk, One Stop | Post-contact summaries |
| Amazon Q in Connect | Real-time suggested responses - Agents | AWS Bedrock models | Help Desk, One Stop | Real-time suggested responses |
| Amazon Q in Connect | Real-time suggested responses - End Users | AWS Bedrock models | Help Desk, One Stop | Real-time suggested responses |
| Contact Lens | Customer history summarization | AWS Bedrock models | Help Desk, One Stop | Customer history summarization |
| Amazon Q in Connect | Recommended actions during calls | AWS Bedrock models | Help Desk, One Stop | Recommended actions during calls |
| Amazon Q in Connect | Multichannel support (chat, voice) | AWS Bedrock models | Help Desk, One Stop | Multichannel support (chat, voice) |
| Amazon Q in Connect | Custom instructions and tuning | AWS Bedrock models | Help Desk, One Stop | Custom instructions and tuning |
Considerations and recommendations for Customers
Intended use cases
Amazon Connect AI features are only intended to support the functionalities listed above as part of Anthology’s Optimization and Growth Services.
Out-of-scope use cases
Given Amazon Q in Connect and Amazon Connect Contact Lens are AWS-managed solutions with a wide range of AI capabilities, they may offer additional functionalities beyond those currently implemented as part of the Anthology’s Optimization and Growth Services offering. Customers are advised to use Connect AI features strictly within the scope of their deployment and configuration as defined by Anthology and AWS.
Any usage outside the intended implementation and service parameters may fall outside the scope of this transparency note and could result in outcomes that differ from the expected experience. To ensure proper alignment with institutional policies and terms of use, customers are encouraged to consult the official AWS documentation linked below (Amazon Q in Connect, Amazon Connect Contact Lens) for a comprehensive understanding of the Connect AI features available in each solution.
Further information
- Anthology’s Trustworthy AI approach
- Amazon’s Responsible AI page
- Amazon’s Bedrock FAQs
- Amazon’s page on Bedrock Security and Privacy
- Amazon’s AI Security Page
- Amazon’s Machine Learning Blog
- AWS announces Amazon Q in QuickSight (blog article)
- Amazon Connect Contact Lens
- Amazon Q in Connect