American Express cuts IT support issues by 40% with strategic AI implementation

American Express is demonstrating the tangible benefits of strategic AI implementation across its massive operation of 80,000 employees. By enhancing its internal IT support chatbot with generative AI capabilities, Amex has transformed employee tech support from a frustrating maze of links into an intuitive, step-by-step problem-solving experience. This practical approach to AI implementation shows how large enterprises can achieve measurable efficiency gains while maintaining control over critical aspects like validation, compliance and user experience.

The big picture: Amex has successfully deployed AI solutions that deliver quantifiable business value, reducing IT escalations by 40% and boosting travel assistance efficiency by 85%.

• The company initially identified 500 potential AI use cases and strategically narrowed implementation to 70 high-value applications across different business functions.
• Amex built a core enablement layer providing “common recipes” and starter code that ensures consistent AI implementation standards across different applications.

How it works: Amex’s AI implementation strategy centers on a structured framework that balances innovation with governance and security.

• Engineers can follow standardized templates while an orchestration layer allows them to swap AI models based on specific use cases.
• An “AI firewall” envelops the entire system, creating a protected environment where both open and closed-source models can operate securely.
• The company employs retrieval-augmented generation (RAG) and extensive prompt engineering techniques to ensure AI responses are accurate and reliable.

Key improvements: The revamped IT support chatbot now provides direct answers and guided solutions rather than just links to resources.

• The system can now identify whether Wi-Fi problems stem from connectivity issues, proxy settings, or VPN configurations, and walk employees through appropriate fixes.
• When the chatbot can’t resolve an issue, it efficiently transfers relevant context to human engineers, eliminating the need for employees to repeat information.

Beyond IT support: Amex has expanded its AI implementations to other business functions with similarly impressive results.

• AI-enhanced travel counseling has increased efficiency by 85%, enabling human agents to focus on more complex customer needs while AI handles routine tasks.
• Developer productivity has improved through AI coding tools that suggest solutions, explain unfamiliar code, and generate unit tests.

What they’re saying: Amex executives emphasize the importance of balancing AI innovation with appropriate validation and governance.

• “Validation and accuracy is the holy grail—being able to validate that the information provided is accurate,” said Hilary Packer, Amex EVP and CTO.
• “Productivity is improving because we’re getting back to work quickly,” Packer noted regarding the enhanced IT support experience.

The bottom line: Amex’s approach demonstrates that successful enterprise AI implementation requires both technical capabilities and organizational discipline.

• The company’s focus on measurable outcomes rather than just technological novelty provides a blueprint for how large enterprises can extract real value from AI investments.
• By combining AI capabilities with human expertise, Amex is creating hybrid workflows that enhance efficiency while maintaining service quality.