Amazon CEO Andy Jassy says AI will enhance employee jobs

Amazon CEO Andy Jassy has shifted his tone on AI's role in the workforce, now emphasizing its potential to enhance employee satisfaction rather than solely reduce jobs. During Amazon's Q2 2025 earnings call on July 31, Jassy detailed how AI is already reshaping workflows across the company, from coding to customer service.

AI as a Productivity Booster

Jassy explained that AI tools are enabling Amazon employees to start from a more advanced position, particularly in coding. "Coding agents, having AI do a lot of the coding for us … allows our teammates to start from a much more advanced starting spot," he said. This approach is also being applied in finance and research, where AI synthesizes data and flags anomalies, freeing up employees for strategic tasks.

Customer Service and Automation

Amazon's AWS Connect, a cloud-based call center solution, now integrates AI for more natural customer interactions and automated issue resolution. Jassy highlighted this as part of Amazon's broader push to automate rote tasks, making jobs more enjoyable.

Jassy's Broader AI Vision

Jassy has been a vocal advocate for AI adoption, previously urging employees to attend AI trainings and assuring investors that AI investments will pay off long-term. Despite strong Q2 earnings, Amazon's stock fell 7% post-market due to concerns over trade headwinds and spending plans.

Key Takeaways

• AI is transforming Amazon's workflows in coding, finance, and customer service.
• Employees are being upskilled to work alongside AI tools.
• Investor concerns persist over long-term spending and trade impacts.

Fortune used generative AI to assist with an initial draft of this article, with human editors verifying accuracy.

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