How Amex uses AI to increase efficiency: 40% fewer IT escalations, 85% travel assistance boost
1 min read
Summary
American Express (Amex) has infused its internal IT support chatbot with generative AI to improve worker satisfaction and productivity.
The chatbot provides more intuitive, step-by-step guidance on IT problems, reducing the number of employee IT tickets that require a live engineer.
Amex’s IT chatbot was initially powered by traditional NLP models but now uses generative AI to provide more interactive and personalised responses.
Since its launch in October 2023, the number of IT queries resolved without needing to be referred to a live engineer has risen by 40%.
Amex has also deployed AI tools to curate personalised travel recommendations for its 5,000 elite travel counsellors and to assist developers in writing code.
More than 85% of counsellors and 85% of coders have said that the AI tools save them time.