How Amex uses AI to increase efficiency: 40% fewer IT escalations, 85% travel assistance boost
The chatbot's AI technology allows it to provide more personalized and efficient assistance to users. It can now learn from user feedback and adapt its responses accordingly. The chatbot's intuitive interactions make it easier for users to navigate through complex issues. With its step-by-step guidance, users can easily address problems and find solutions. Overall, the AI-infused chatbot offers a more engaging and user-friendly experience.
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American Express and its Use of AI
American Express is a giant multinational company with roughly 80,000 employees. As a large corporation, IT issues are common, from WiFi access problems to malfunctioning laptops. However, traditional IT support methods, particularly chatbots, can often be frustrating with vague responses and cumbersome links that users have to navigate through to find solutions. To improve this experience, American Express has integrated generative AI into its internal IT support chatbot. This AI-powered chatbot now provides more intuitive interactions, adapts to feedback, and guides users through problem-solving steps, leading to a significant decrease in the number of IT tickets that need escalation to live engineers.
American Express has identified numerous AI opportunities across its operations. The company focuses on making it easy for its teams to build generative AI solutions while ensuring compliance. By using a core enablement layer with common recipes, orchestration layers to connect users with models, and an "AI firewall," American Express streamlines AI implementation and management.
Validation and Accuracy in AI Implementation
Validation and accuracy are crucial in the regulated industry that American Express operates in. The company meticulously verifies AI models through extensive testing processes like retrieval-augmented generation (RAG) and other prompt engineering techniques. Maintaining up-to-date data and knowledge bases is a priority to ensure the accuracy of generative AI solutions.
Successes in AI Implementation at American Express
American Express has seen success in various AI initiatives. For instance, the AI-powered IT chatbot has enhanced user interactions by offering personalized assistance and step-by-step solutions. The chatbot can escalate unresolved issues to live engineers when necessary, leading to a 40% reduction in IT query escalations since its launch in October 2023.
Additionally, the company's AI agent, "travel counselor assist," supports travel counselors in providing customized travel recommendations to elite card members. By leveraging AI to curate personalized travel suggestions, American Express has improved efficiency and quality of service, with over 85% of travel counselors reporting positive outcomes.
AI Adoption Across Various Functions
American Express has applied AI to diverse functions, including a colleague help center, search optimization, and coding assistance tools. These AI initiatives have significantly enhanced operational efficiency and productivity. The company's engineers have embraced AI tools like GitHub Copilot, leading to increased coding productivity and satisfaction rates among developers.
American Express emphasizes the importance of human involvement in AI processes to provide personalized and contextually relevant recommendations. By combining AI capabilities with human expertise, the company delivers tailored solutions and enhances customer experiences.
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