POST Amazon AmazonSeSumaAI

Amazon gets on board with Artificial Intelligence


  • Amazon Web Services has implemented AI and machine learning to improve the customer experience.
  • Multiple benefits for both customers and the marketplace.

The arrival of artificial intelligence (AI) has revolutionised many everyday activities, improving procedures and facilitating tasks. That’s why Amazon doesn’t want to be left behind and has decided to implement generative artificial intelligence to better serve its customers.

To improve the user experience, boost productivity in all areas and optimise processes for companies, Amazon Web Services (AWS) offers its own artificial intelligence services along with machine learning.

If you’re wondering about how it’ll be noticed and its impact, then below we’ll explain how AI is being developed at Amazon. Are you ready to be part of the revolution?


First steps for AI in e-commerce

As a leader in the e-commerce sector, it’s not surprising that Amazon has implemented AI in its processes and services. Inventory management, parcel delivery and customer service are just some of the sectors that have adopted this new technology. Thanks to these first forays, both the marketplace and customers have been able to experience improvements in the working and shopping experience.

Specifically, the tech giant has begun to manage customer queries with AI-based systems.

  • In the first case, it offers solutions to support humans who have problems with technical support.
  • It also acts directly with the customer and solves problems without the need for human intervention.

These two automated processes have already passed the test phase and have been tested with real customers in order to get up and running and perfect all the details.



More than a flowchart

Over time, AI will learn to interact better and provide more useful answers to customer questions, so it needs to continue to be tested and expand its memory and experience.

Today, it’s able to maintain a conversation with customers thanks to response templates that it modifies to adjust specific data such as names, products or dates.

This not only saves time but also improves customer service and makes customers feel that they are being attended to much more quickly, leading to greater satisfaction and positive feedback.


What are the main advantages?

At this point, there’s a list of services that already have AI in their applications and workflows to deal with common and repetitive cases, helping to reduce staff workload:

  • Creating personalised recommendations.
  • Improving the customer service centre.
  • Enhancing customer security and engagement.
  • Automatically cataloguing products.
  • Detecting defects and automating inspections.
  • Extracting text, data and images from documents.
  • Facilitating fluid communication channels.
  • Personalising online experiences for individual users.
  • Instantly interacting in any language.


Amazon’s constant growth

The technology implemented by Amazon to develop the AI is similar to the one used with the famous Chat GPT, so it’s understood that the processes will be more automated and will save time and effort for the company.

The servers and the cloud that stores customer information are subject to the new technology, which involves millions of data.

AI and ML (Machine Learning) feed back into each other but are independent. The latter consists of automating machines so that they can generate content on their own, without the need for previous orders.

Specifically, AWS has assured that it has a unique portfolio of services for customers, harnessing the power of artificial intelligence. In this way, Amazon aims to make Big Data and machine learning systems accessible to everyone.