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VentureBeat
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How Amex uses AI to increase efficiency: 40% fewer IT escalations, 85% travel assistance boost
- American Express (Amex) has integrated generative AI into its internal IT support chatbot to enhance user experience and decrease IT escalations to live engineers.
- The company has identified 70 AI use cases out of an initial 500, focusing on making it easy for teams to build AI solutions while ensuring compliance.
- Amex utilizes open and closed-source models, extensive model risk management, and validation processes to maintain accuracy in generative AI applications.
- By implementing gen AI in its IT chatbot, Amex has seen a 40% increase in resolving IT issues without live engineer intervention, boosting productivity.
- Amex's AI companion, 'travel counselor assist,' helps personalize travel recommendations for elite card members, increasing counselor efficiency by 85%.
- Despite AI advancements, Amex emphasizes the importance of human input in providing customized recommendations reflective of customer interests.
- The company has applied AI to various areas such as the colleague help center, search optimization, and coding assistance, resulting in improved accuracy and productivity.
- Amex's engineers use GitHub Copilot and other AI tools to enhance testing, code completions, and developer productivity in software development processes.
- With over 85% coder satisfaction, Amex's approach to gen AI focuses not only on effectiveness but also on colleague satisfaction and desired outcomes.
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