How Amex Uses AI To Increase Efficiency: 40% Fewer IT Escalations, 85% Travel Assistance Boost
VentureBeat, Wednesday, April 2nd, 2025
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.