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

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More American Express is a giant multinational company with roughly 80,000 employees, so as you can imagine, something’s always coming up with IT — whether it be a worker struggling with WiFi access or dealing with a laptop on the fritz. But as anyone knows firsthand, interacting with IT—particularly chatbots—can be a frustrating experience. Automated tools can offer vague, non-specific responses or walls of links that employees have to click through until they get to the one that actually solves their problem—that is, if they don’t give up out of frustration and click “get me to a human” first. To upend this worn-out scenario, Amex has infused generative AI into its internal IT support chatbot. The chatbot now interacts more intuitively, adapts to feedback and walks users through problems step-by-step. As a result, Amex has significantly decreased the number of ... Read full article.