Pasquale De Maio
Vice President of Customer Experience Services at AWS
Expert insights
- A chatbot can now deliver a much more natural, intuitive conversation and save customers time while agents focus on complex problems.
- We saw a reduction in pulse, which we interpret as a reduction in stress.
- Generative AI is a revolutionary technology that's going to make evolutionary change.
- The narrative that bots will replace reps is backwards.
- Transparency, fairness, and privacy protection have to be your top job.
- The true promise of AI is augmentation, not displacement. By embedding large-language models directly inside everyday workflows and pricing them like utilities rather than luxur...
- Within two years we'll stop saying 'generative' altogether because AI will be as ordinary as call recording.