But then he pivoted.
Jassy said AI “will make all our teammates’ jobs more enjoyable,” freeing them up from having to do the “rote” functions that could not previously be automated. Companies have a choice in the AI revolution, he added: they can embrace the change that’s happening and help shape the new era, “or you can wish it away and have it shape you.” He said he has worked to make clear, internally and externally, that Amazon will embrace this moment.
While AI’s promise and pitfalls have dominated tech headlines for the past two years, Jassy’s comments detailed concrete examples of how Amazon is rapidly embedding advanced AI into both its internal workflows and customer-facing services. He highlighted the company’s investments in generative AI agents that can assist with—or even independently perform—complex coding tasks.
“Coding agents, having AI do a lot of the coding for us … allows our teammates to start from a much more advanced starting spot,” Jassy explained.
This philosophy of combining human creativity with AI-powered efficiency is reshaping other vital departments as well. In research and finance, Jassy described AI tools that can quickly synthesize vast quantities of information or flag anomalies in financial data, freeing up skilled employees for strategic work.
Jassy also spotlighted AI’s growing influence in Amazon’s expansive call center and customer service operations. He pointed to services like AWS Connect—the company’s cloud-based call center solution—which now has deep AI integrations for more natural customer interactions and automated issue resolution.
For this story, Fortune used generative AI to help with an initial draft. An editor verified the accuracy of the information before publishing.
