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Explore how AWS leverages Generative AI to revolutionize customer support by transitioning from reactive to proactive service models in this 54-minute conference talk from AWS re:Invent 2025. Discover the implementation of large language models and AI agents that enhance customer satisfaction and operational efficiency through intelligent case routing, context-aware support systems, and early problem detection capabilities. Learn about responsible AI practices and examine real-world results demonstrating the successful integration of AI technologies while maintaining the essential human element in customer service interactions.
