AI @ American Express

American Express continues deploying new AI tools in sales, engineering, and customer service, including launching AI-powered card products targeting corporate clients facing competitive pressures.

• Payments Dive: How Amex exploits new AI tools

Small business customers show accelerating AI adoption (66% usage), and Amex promotes responsible AI use and guidelines for recruitment and employee applications.

• American Express: New American Express small business study reveals accelerating AI adoption

Amex further integrated generative AI and machine learning into customer support with the Travel Counselor Assist tool reaching 5,000 agents over 19 markets, improving itinerary creation, deal-finding, and complex inquiry handling to boost bookings and customer satisfaction.

• CIO: American Express credits AI with improving customer experiences

American Express expanded AI adoption broadly with over 70 AI use cases operational, including IT chatbots reducing issue escalations by 40%, and LLM-powered chatbots servicing global travelers without live agents, reflecting maturation of AI-driven cost reduction and customer experience gains.

• VentureBeat: How Amex uses AI to increase efficiency: 40% fewer IT escalations
• Amex Global Business Travel: American Express Global Business Travel Introduces New AI-Powered Solutions

Amex GBT invested in improving AI fluency among employees to foster innovation and effective AI adoption in workplace processes.

• Amex Global Business Travel: Empowering Our Colleagues with AI Fluency

Amex GBT announced first AI projects including tools powered by LLMs for travel agents to better manage travel policies; broad consumer optimism for AI in business travel confirmed.

• Amex Global Business Travel: AI driving the future of business travel

Amex GBT integrates AI to handle trip requests via emails, enabling human agents to focus on complex tasks and enhancing business travel management.

• Skift: Amex GBT blends AI with agents to win business travel share

Amex highlighted positive internal impacts of generative AI assisting engineers with coding, alongside an ambitious AI adoption program across engineering, customer care, finance, and workplace functions emphasizing executive oversight.

• American Banker: American Express unveils its approach to generative AI

American Express Global Business Travel (Amex GBT) launched an initiative to deepen AI innovation and governance, aiming to drive efficiencies and product innovation for clients and employees.

• Amex Global Business Travel: American Express Global Business Travel Unveils New Initiative to Drive AI Innovation and Governance

Amex's AI revolution focused on harmonizing advanced AI technologies with traditional financial services, emphasizing automation and decision-making improvements.

• AI Expert Network: Case Study: The AI Revolution at American Express
• American Express: 4 Ways Business Leaders Are Using AI In 2023 And Beyond

Amex cautiously experimented with generative AI and large language models behind the scenes for analyzing customer feedback and inquiries, without deploying their own LLM, emphasizing prudent innovation.

• VentureBeat: AmEx is experimenting cautiously with generative AI for fintech

Amex focused on marketing data analytics and advanced AI-driven credit card fraud detection models, reflecting mature AI use to optimize marketing and enhance security.

• American Express: 5 Ways to Use Artificial Intelligence to Level Up Your Marketing
• Emerj Artificial Intelligence Research: The Evolution of AI for Credit Card Fraud - with Dmitry Efimov

American Express published thought leadership on AI's potential across business use cases, highlighting readiness to adopt AI-powered customer service and supply chain enhancements.

• American Express: What Is Artificial Intelligence and How Can It Help Your Business?

The company showcased AI applications through distinct use cases highlighting its role in fraud detection and customer insights, signalling early exploration into AI integration across business functions.

• Emerj Artificial Intelligence Research: Artificial Intelligence at American Express - Two Current Use Cases

American Express revamped its commercial card credit approvals using extensive machine learning, accelerating approval processes and strengthening secure transaction guarantees, positioning AI as strategic to improving customer experience.

• Diginomica: American Express has revolutionized its credit checks with machine learning