American Express (AmEx), a provider of financial services and remote concierge services, is experimenting with generative AI to enhance the customer experience for both its business and personal banking products.
According to the company, it will use the technology for card approval, customer sentiment analysis, and customer interactions. AmEx Digital Labs intends to use it to support predictive analytics as well as transaction approval, the procedure by which a credit card issuer confirms that charges were made by the customer.
Executives at AmEx Digital Labs, the company’s innovation division, say they probably won’t introduce their own LLM but instead will rely on combining current products.
Read More: AmEx is experimenting cautiously with generative AI for fintech
