Amex GBT patents AI-based technology to better understand customers

American Express Global Business Travel (Amex GBT) has filed its fifth U.S. patent to develop a new technology that uses Artificial Intelligence to measure and improve customer satisfaction. The system, called Determining Customer Risk of Attrition, protects Amex GBT's innovative use of data analysis to maintain the quality of its service.

The system has been developed by its technology team and is used internally to help account managers better understand customer needs. The company uses data analytics in conjunction with artificial intelligence to improve productivity.

Based on a  tree-shaped data structure, this solution uses machine learning –machine learning– to collect the history of «ratings» from customer reviews.

This approach allows monitoring large amounts of data in an efficient manner. The output is analyzed to uncover factors that contribute to high satisfaction levels and retention rates. It also helps to detect the reasons for low satisfaction levels.

The tool displays the data in an interactive graphical user interface, used to visualize trends from the beginning of the customer relationship and deploy actions to improve these trends in the future.

Marc Braner, VP, Senior Advisor, Technology & IP, explains: Data analytics and machine learning technology help us to continuously evaluate feedback from our customers and act quickly to resolve any unforeseen issues that may arise, creating a winning symbiosis between new technologies and the human factor.