AWS staff spending ‘much of their time ’optimizing customers' clouds'
This is more of a side effect of providing self-support solutions, and a trend in Customer Support departments. Amazon Support has been on top of the lists and awards for best support because they have proper KPIs that incentive customer retention&#x2F;satisfaction over just number of contacts resolved.<p>So when you have good support&#x2F;sales staff and most contacts are solved with self-service, what remains are contacts about complicated cases and inquiries.<p>I imagine that they always had a lot of contacts about optimizing spending, and policies to help and retain those customers accordingly, and now the percentage of time spent in those is higher, probably because the other types of contacts are now self-service.