AI @ American Express

Two-thirds of American small businesses now use AI as reported by Amex study; American Express sets guidelines for responsible AI use in recruitment and employment.

• American Express: New American Express Small Business Study Reveals Increasing AI Adoption

American Express integrated generative AI into customer support lifecycle, deploying Travel Counselor Assist across 19 markets with 5,000 agents, boosting booking rates and customer satisfaction; survey shows consumer demand for empathetic, personalized Gen AI experiences.

• CIO.com: American Express credits AI with improving customer experiences

Amex operates 70+ AI use cases, including IT chatbots reducing escalations by 40% and travel counselor assistants; launched AI-powered virtual agent using LLMs serving customer inquiries in 10 languages and NLQ for analytics; Ravi Radhakrishnan highlights AI’s role in risk and credit analytics.

• VentureBeat: How Amex uses AI to increase efficiency: 40% fewer IT escalations, 85% travel assistance boost

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 released its generative AI approach highlighting copilot coding assistants improving engineering productivity; Amex GBT expanded AI adoption across key business areas with executive oversight.

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

Launch of new initiatives by American Express Global Business Travel (Amex GBT) to drive AI innovation and governance enhancing client efficiencies and product innovation.

• 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 Digital Labs began cautious experimentation with generative AI, focusing on behind-the-scenes customer feedback analysis and sentiment prediction without launching own LLM.

• VentureBeat: AmEx experimenting cautiously with generative AI for fintech

Amex evolved its AI use towards marketing optimization and advanced credit card fraud detection leveraging machine learning and AI models.

• American Express: 5 Ways to Use AI to Level Up Your Marketing

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?

Exploration of AI applications through two unique use-cases demonstrating early AI adoption.

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

Amex applied extensive machine learning to accelerate commercial card approvals and credit checks, focusing on secure transactions and superior customer experience.

• diginomica.com: American Express revolutionizes credit checks with machine learning