The Human Side of AI: Smarter Engagement Without Losing Trust

Session Summary
This session addressed the balance between AI innovation and customer trust. Panelists from Amazon Music and the education sector shared how AI is driving personalization, playlist curation, fan polls, and conversational engagement, while reinforcing the need for human oversight. The discussion emphasized that AI should augment, not replace, creative decision-making, and must be deployed with ethical guardrails to protect long-term trust.

Notable Quotes 

• Gary Kamikawa: “We’ve built AI-powered playlist generation that lets users describe exactly what they want—and the AI delivers. That’s personalization at scale.”
  
• Gary Kamikawa: “When we tested artist-recorded upsells on Alexa, engagement skyrocketed. Then we scaled with AI-generated voices. That’s where human creativity meets automation.”
  
• Kavita Somwanshi: “AI ROI isn’t about new metrics—it’s about improving the KPIs leadership already tracks: retention, revenue, efficiency.”
  
• Kavita Somwanshi: “Without buy-in, AI fails. We start with small pilots, show value, and scale only when trust is established.”
• Gary Kamikawa: “With AI we can significantly scale and create a more personalized experience that feels like you’re actually asking me things about artists I might be interested in, not things I’d ignore.”