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Andy Jassy: 8 AWS Technology Investment Bets For 2020

‘We have a plan that is very ambitious...over the next few years,’ AWS CEO Andy Jassy says. ‘You can expect that you will see a significant amount of continued investment in all of our kind of key building block services. You can expect us to continue to invest very aggressively in compute and storage.’

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Amazon Connect

In early 2017, AWS introduced Amazon Connect, its cloud-based contact center service designed to makes it easier for organizations to deliver better customer service at lower costs.

“It's off to an unbelievable start, and customers have so much more they'd like to see us add there,” Jassy said. “It's a very different type of capability, because it's much more cost-effective and performant and capable. Amazon uses it for its own customer service, because it was built from the ground up with cloud and machine learning in mind. They can expect us to continue to add capabilities there, too.”

AWS added web and mobile chat for Amazon Connect last month, which allows organizations’ customers to choose between using chat or making a phone call to get their questions or concerns addressed.

Another new feature, Customer Voice Stream, allows organizations to stream all audio to and from their end-customers in real-time -- audio coming from the customer and a second stream of audio that the customer hears. If media streaming is enabled, the audio is sent to an Amazon Kinesis video stream, and third parties can access it for tasks including real-time text transcription and sentiment analysis for immediate alerts if abusive speech is detected.

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