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

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…