Generative AI Will Change Customer Experiences, Says Amazon CEO Andy Jassy

Amazon CEO Andy Jassy recently shared his views on how generative AI will transform the customer experience in both the company’s core and optional consumer businesses.

Generative AI will bring about a radical change in every customer experience, and it will make it much simpler for ordinary developers and even business users to use it,” he said. “So I think there’s going to be a lot of positive impact on society.”

Amazon is known for its skill in anticipating what customers want to purchase, but Jassy said generative AI will enhance those capabilities even more. The new technology will also upgrade Alexa, Amazon’s digital assistant, he added.

“If you’ve learned about generative AI and you’re still doubtful, you’re really not paying attention,” Jassy said. “We believe we have a real opportunity to be the pioneer in this field, and we’re in the process of creating a much more extensive large language model for Alexa that will make her both much more knowledgeable and much more interactive.”

Jassy admitted that there are possible risks of AI, saying businesses should invest in security and ensure their large language models are not hallucinating. But to him, it’s not necessary to “discard the good with the bad.”

Amazon Web Services revealed in June that it would invest $100 million in a center to assist companies in using generative AI. In late November, the company introduced a new chatbot named Q, its latest attempt to compete with rival tech giants Microsoft and Google in the productivity software domain.