Amazon CEO says generative AI will ‘transform’ customer experience

Amazon CEO Andy Jassy thinks generative artificial intelligence is going to transform the customer experience.

Amazon CEO Andy Jassy has said generative artificial intelligence is going to transform the customer experience.

The 57-year-old business executive revealed over 1,000 tools created by generative AI – which can create new content by learning from already existing data and produce new output based on user prompts – are being made across the brand.

He added that it will improve the customers’ shopping, coding, video and music streaming, reading and home devices experiences.

As well as those, Mr. Jassy added people will see a rejuvenation of personal assistants, advertising and healthcare.

He is quoted by the Wall Street Journal as saying: “If your customer experiences aren’t planning to leverage these intelligent models, their ability to query giant corpuses of data and quickly find your needle in the haystack, their ability to keep getting smarter with more feedback and data, and their future agentic capabilities, you will not be competitive.

“It’s moving faster than almost anything technology has ever seen.”

His announcement comes as Amazon is using AI in a newly introduced feature on Kindle.

The Recaps feature on the e-reader allows users to get a rundown of plot points and the transformation of characters throughout the latest story in the book’s series.

Amazon spokesperson Ale Iraheta said in an emailed statement to TechCrunch: “We use technology, including GenAI and Amazon moderators, to create short recaps of books that accurately reflect book content.”

Kindle users in the US can make use of this feature – which warns people before they are taken to Recaps that it will spill spoilers – for books they have bought or are borrowing.

The American company – which is owned by Jeff Bezos – aims to roll out Recaps to the Kindle App on Apple’s IOS-operating system devices soon.

To use Recaps – which covers a variety of book genres, including fantasy, thriller and trending titles – users are required to install the latest Kindle software, and by checking if they have a “View Recaps” button on the series page in the Kindle Library.

Alternatively, Kindle owners can see if there is a “View Recaps” button within the three-dot menu of a series grouping.