How AmEx is deploying AI for payments, CX
Card company has deployed gen AI driven tool for front line workers
American Express is focused on developing agentic AI commerce this year as well as deploying gen AI for customer experience solutions.
The New York-based card giant has created an enterprise AI enablement layer to support these capabilities, Chief Executive Stephen Squeri said during the company’s fourth-quarter earnings call on Jan. 31.
AmEx’s digital platform, “which is built on the public cloud, is already reducing the time for key processes in marketing and fraud by 90%, and we expect to migrate 100% of our data and analytics processes to the new platform by 2027,” Squeri said.
AmEx works with Microsoft and Amazon Web Services for its cloud needs and with Nvidia for other gen AI needs.
Customer expectations in the age of AI are rising quickly, Lupita Cuesta, senior vice president for travel and concierge experiences at AmEx, told FinAi News. About 84% of U.S. consumers expect more personalization, while 60% are open to using gen AI for better experiences, according to the company’s Aug. 25, 2025 release.
The company has also rolled out a gen AI-driven personalized suggestion tool for clients, Squeri said.
The company has already deployed gen AI-driven travel services.
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