Ai bot for customer service

Amazon Web Services experienced a 13-hour interruption to one system used by its customers in mid-December after engineers allowed its Kiro AI coding tool to make certain changes, according to four people familiar with the matter.

An anonymous Slashdot reader had shared this report from Reuters: Amazons cloud unit has suffered at least two outages due to errors involving its own AI tools non-paywalled source, leading some employees to raise doubts about the US tech giants push to roll out these coding assistants.

The people said the agentic tool, which can take autonomous actions on behalf of users, determined that the best course of action was to delete and recreate the environment. Amazon posted an internal postmortem about the outage of the AWS system, which lets customers explore the costs of its services. Multiple Amazon employees told the FT that this was the second occasion in recent months in which one of the groups AI tools had been at the centre of a service disruption.

We did not receive any customer inquiries regarding the interruption. We implemented numerous safeguards to prevent this from happening again not because the event had a big impact (it didnt), but because we insist on learning from our operational experience to improve our security and resilience. Additional safeguards include mandatory peer review for production access. While operational incidents involving misconfigured access controls can occur with any developer tool AI-powered or not we think it is important to learn from these experiences.

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