Keeping the human touch in an AI-driven future with Amazon Web Services’ Deepam Mishra

Generative artificial intelligence, a subset of machine learning, is obviously having a moment—one that’s unlikely to pass anytime soon, if ever. For most people, it’s a dazzling and fascinating new technology that promises to upend the world as they know it.

However, experts in the field can tell you that this moment in time is the result of years of groundwork—herculean labors by some of the smartest minds on the planet. One of those experts, AWS’ Deepam Mishra, has seen—and been directly involved in—the rise of AI for well over 15 years.

At AWS, Mishra serves as senior advisor to AI/ML startups, where he leads several programs related to startup-scaling, generative AI, and joint innovation. Having founded four AI/ML startups, he possesses a deep understanding of not only the genesis of these technologies but also how to implement them.

In this latest episode of Conversations with Zendesk, Mishra spoke with host Nicole Saunders about a wide range of related topics, from how to maintain the human touch in an world changed by AI, the challenges of setting up guardrails to ensure people understand what’s AI and what’s not, as well as the mind-bogglingly diverse range of applications for the technology.

Mishra contends that one of the most powerful applications for AI will be in helping businesses make use of the mountains of customer data they already have but struggle to process. With the help of AI, Mishar said, companies will gain actionable insights—information that stands to transform the customer experience.

“There’s a lot of investment and interest in understanding how to extract value from data that has not been used in the past,” he said.

Meanwhile, AI will fundamentally change how support teams—and the world at large—interact with software, Mishra predicts. For example, he suggests that a simple chat interface powered by AI will enable users to hit the ground running with software that once took many hours to master.

“The power of human productivity and the ability to engage with technology is transforming with the help of AI,” Mishra said.

Be sure to tune into the next Conversations with Zendesk episode on July 26, when Ian Hunt, director of customer services and procurement for venerable luxury retailer Liberty London, talks about how his company has made the transition to a phygital model that unites its brick-and-mortar location with the online experience.