00:00You basically work with the full spectrum of the smallest startups to the biggest enterprise customers that AWS has and the public sector.
00:07And distilling it as far down as I can, you basically help them to take technology and innovate, make whatever they do better.
00:14Yeah, the mission I'm on is really to put AI into the hands of the business on a day-to-day basis and really make it work for their business in production every day,
00:24helping them to deliver better experiences to their customers.
00:26We have a new generation of AWS Silicon and server design.
00:31We have a new generation of Nova model.
00:34Yeah.
00:34And we have frontier agents.
00:35That's right.
00:36And I think you probably heard me at the top of the show.
00:39But I think the big question about AWS reInvent is what is it in this year's offering that takes AWS beyond being the sort of number one cloud computing platform for capacity
00:51to giving something tangible, useful, that can improve a company's own technology?
00:56Yeah, there's probably two areas that I'd like to talk about specifically.
01:00For me personally, one of my products is Amazon Connect.
01:04And this started as a contact center application.
01:07But today, you know, I see it really as an agentic product that's actually looking at whole customer experience.
01:11And so for me, this is where we're putting our infrastructure, our silicon, our models.
01:16And now today, like bringing that all together in a product that can work for businesses.
01:20So we launched 29 new features on Sunday.
01:23We announced that.
01:24And I would say there's four key agentic capabilities that come with that.
01:27The first is actually AI voice and allowing customers to interact in a very natural way using NovaSonic
01:33and having agents actually resolve issues for them on their behalf and in the background.
01:39The second is actually putting AI to work as a teammate next to customer service representatives,
01:44helping them to actually get tasks done, complete the paperwork, the processes, provide recommendations,
01:49and help them really have a better view of the customer so that the conversation they have with customers is much, much richer.
01:55The third area is actually combining what I call clickstream, which is the path that customers will take through websites and profiles
02:03to be able to present a much more specific recommendation on what a next step might be for a customer.
02:09And finally, you know, one of the big issues for companies is sort of confidently putting AI to work in their business.
02:15And in this case, we've added observability where you can inspect how an AI is reasoning, how it's thinking, what tools it's using.
02:24So companies can really observe AI in the same way they would think about the people in their business working with customers.
02:30I want to go to point number two. You used the word teammates.
02:33Yes.
02:33But you've in the past talked about a hybrid workforce, people and agents.
02:39A lot of what's come out since Sunday night seems to reflect that.
02:43You want to increase the number of useful agents that also internally, we can talk a little bit about what you're encouraging Amazon teams to do.
02:50But the idea is that workforces of all types should get comfortable working alongside agentic AI.
02:57Yeah, I see a future where actually everyone is managing a team of AI agents.
03:02And I think our frontier agents with software developments, DevOps and security is sort of one of our first moves in that direction,
03:10where you actually have a teammate with a developer who's able to address complex problems, able to work over hours and days,
03:19be able to solve for whole objectives and to scale with that person, that the role changes.
03:24I think we all are managing AI teammates, a team of people that are all of AI people that are out, able to, we can delegate to,
03:32we can inspect what they're doing, we can iterate with them, provide feedback.
03:36And for me, that's where I think we end up going.
03:39I think we're clearly moving that way in the customer service direction.
03:42And I think the developer experience is also clearly moving that direction.
03:45You're in a leadership position at AWS, but you have been with Amazon broadly, entering your 21st year.
03:51You're part of the S team, the leadership team generally.
03:54Internally within Amazon's many arms, is this like, particularly in the context of the technology you've released here at reInvent 2025,
04:02is this at a stage where Amazon teams are dogfooding this, or it's just inherent, the use of technology?
04:09You want your own teams to be, I think, AI native.
04:11Yeah, that's true. And I think what I observe within Amazon, certainly we're all very keen to get our hands on our new frontier agents.
04:18And that is something we've had in beta internally, and I think teams are very excited to use that in production.
04:24We use Connect within our own customer service teams, our seller support teams, our AWS support teams, for example.
04:30And so we continue to iterate and learn from that.
04:32And I would say broadly across Amazon, we've really tried to sort of embrace the chaos to put AI in the hands of every person in the company
04:43and to see what they can do, how they can transform how they work, what they learn.
04:47And so you have a lot of teams, sort of grassroots, sort of trying to solve for what is the new way of working using AI.
04:54And some of those experiments don't lead anywhere, and some lead in a place that's really meaningful.
05:00And then you have sort of this social contagion that happens, that people learn from each other.
05:03Okay. AWS, number one in cloud computing in the sense of scale, infrastructure, deployment.
05:10Is it number one in AI?
05:12I think we have all the pieces in place, and we're well on our way.
05:16We're very, very focused.
05:17And what I really like about our strategy is that we're working all the way, all the way the full stack, you know, from clean energy, chips, data centers around the world, bedrock with real great selection, including our own models.
05:31And I think Rohit's making really fast progress on that.
05:34And I think for Swami and I really trying to put those, all of those pieces to work, where out of the box a business can get value.
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