Amex bets on AI and NLP for customer service

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  • “The customer draws the AI roadmap at American Express (Amex), at least according to two of the company’s top AI leaders.
  • ‘We were looking to apply machine learning and advanced analytics to create frictionless and seamless customer experiences.’
  • Contextual search is rising as a use case for natural language processing (NLP), which is booming overall. This year, Amex will debut a contextual and predictive search capability inside its app. Trained on an NLP model initially intended for the company’s customer service chatbots, the feature will “understand” various scenarios and, if all goes right, predict what customers need before they type anything at all.”

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