Rudy Lai
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AI @ American Express

Payments and financial services
Industry
Last updated
July 3, 2025 at 10:44 AM

Summary

  • American Express has steadily integrated AI from 2021 through 2025, progressing from machine learning for fraud detection and credit checks to sophisticated generative AI and large language models (LLMs) embedded within customer service and operational efficiency solutions.
  • The company emphasizes cautious and strategic adoption of generative AI, focusing on leveraging these technologies to enhance customer experience, increase automation in business travel management, and improve internal efficiencies, with leadership figures like Senior VP Luke Gebb and AI innovation driver Ravi Radhakrishnan playing key roles.
  • By 2025, Amex Global Business Travel (Amex GBT) extensively adopted agentic AI solutions such as multilingual LLM-powered virtual agents and natural language query tools, leading to measurable efficiencies including nearly one-third traveler self-service rates, 40% reduction in IT escalations, and enhanced travel assistant performance, signifying a mature and innovative AI adoption posture.

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7 AI Use Cases at American Express

Customer Support
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Amex deploys LLM-powered virtual agents capable of natural language interaction in multiple languages, allowing travelers to perform self-service and freeing human agents for complex queries. [1][2]
IT Support
2025
Traditional
Generative
Agentic
Outcome
Costs
AI-powered IT chatbots autonomously solve internal IT issues, reducing escalations by 40% and streamlining IT support processes within American Express. [1]
Travel Management
2024
Traditional
Generative
Agentic
Outcome
Costs
The company uses AI to analyze travel policy documents and automate responses to travel requests via email, enhancing efficiency in business travel management while supporting employees and customers. [1][2]
Sentiment Analysis
2023
Customer Facing
Traditional
Generative
Agentic
Outcome
American Express applies generative AI to analyze customer sentiments and predict consumer financial behaviors to tailor services and manage risks better. [1][2]
Fraud Detection
2023
Customer Facing
Traditional
Generative
Agentic
Outcome
Risk
American Express uses AI and machine learning models to detect credit card fraud more efficiently and accurately, enhancing security for customers and reducing financial losses. [1][2]
Marketing Optimization
2023
Customer Facing
Traditional
Generative
Agentic
Outcome
Revenue
AI helps marketers sift through large volumes of data to design and execute more effective marketing campaigns, boosting return on investment and customer engagement. [1]
Credit Approval
2021
Customer Facing
Traditional
Generative
Agentic
Outcome
Revenue
AI accelerates the credit check and commercial card approval process, using machine learning to analyze applications rapidly to provide faster client onboarding. [1]

Timeline

2025 Q4: no updates

2025 Q3

2 updates

American Express advances AI-driven customer experiences emphasizing empathy and personalization; embeds automation and machine learning throughout customer support lifecycle.

2025 Q2

2 updates

Amex GBT introduces multilingual LLM-powered virtual agent achieving 30% traveler self-service rate and natural language query reporting tool for travel managers, enhancing efficiency and customer experience; company has over 70 AI use cases in production.

2025 Q1

1 updates

Amex GBT invests in AI fluency programs to cultivate internal innovation culture, empowering colleagues to effectively utilize AI tools.

2024 Q4

3 updates

Amex Ventures advocates generative AI for productivity, protection, and growth; Amex GBT highlights traveler optimism for AI benefits; first AI tools launched to assist travel agents digest lengthy travel policies.

2024 Q3

1 updates

Amex GBT blends AI with human agents to manage business travel requests by automating email communications, freeing agents for higher-value tasks.

2024 Q2

2 updates

American Express reveals generative AI approach improving engineer productivity with AI copilots; Amex GBT adopts executive oversight for broad AI programs across finance and customer care.

2024 Q1

2 updates

Amex Global Business Travel launches program to accelerate AI innovation and governance focusing on efficiencies and enhanced client experience; joins Stanford HAI Corporate Affiliate Program.

2023 Q4: no updates

2023 Q3

2 updates

American Express AI journey highlights integration to harmonize technology with established financial services, driving automation and improved decision-making.

2023 Q2

4 updates

American Express cautiously experiments with generative AI, focusing on analyzing customer sentiments and internal support rather than building proprietary large language models.

2023 Q1

2 updates

Focus on AI evolution in credit card fraud detection and marketing optimization to improve fraud prevention and campaign effectiveness.

2022 Q4: no updates

2022 Q3: no updates

2022 Q2

1 updates

American Express educates on AI benefits in business including supply chain management and customer service automation.

2022 Q1: no updates

2021 Q4

1 updates

Exploration of two primary AI use-cases in financial services, setting the foundation for broader AI integration.

2021 Q3: no updates

2021 Q2

2 updates

American Express implements machine learning to accelerate credit checks and commercial card approvals while optimizing secure transactions and customer experience.