What AI assistants does American Express offer customers and employees?
American Express has no single branded chatbot; it runs several narrow assistants. For Card Members, the Q4 2025 earnings release records 'launching Dining Companion', which Stephen Squeri said on October 23, 2026 'uses insights from cardmember spending to make personalized restaurant recommendations'; Wishlist Builder in the Amex Travel app 'uses AI to help customers discover hotels and plan trips'; and Amex 'recently launched our first few conversational AI voice agents' in servicing. Its dining and hotel conversational experiences use OpenAI models, Resy discovery and reservations launched in ChatGPT in 2026, U.S. Resy restaurants were made discoverable in Claude, and an Amex Offers plugin for ChatGPT is in development. Business Card Members can use Amex-curated AI tools on Perplexity. Behind the scenes, colleagues have had assistants longer: an IT chatbot launched in October 2023 raised queries solved without a live engineer by 40%, an AI companion supports 5,000 travel counselors, and a colleague help center reached 96% accuracy, CTO Hilary Packer said in April 2025. The servicing line, from Global Servicing Innovation head Anthony Devane, is that Gen AI should enhance, not replace, human service and that customers 'can connect with real people when it matters most'. Amex has not published usage or containment figures for any customer-facing assistant.[1][2][3][4][5][6]
Data as of Oct 31, 2026 · Amex profile updated Oct 26, 2026 · 21 sources cited on this page · 141 banks profiled on this site · Markdown
Which AI assistants can American Express customers use?
Customer-facing assistants and AI experiences on the record; most were described on the October 23, 2026 earnings call.
| Assistant | What it does | Where | Date |
|---|---|---|---|
| Dining Companion | Uses insights from Card Member spending to make personalized restaurant recommendations | Amex app | Launched in 2025; described October 23, 2026[1][2] |
| Wishlist Builder | Uses AI to help customers discover hotels and plan trips | Amex Travel app | October 23, 2026[2] |
| Voice agents | 'We recently launched our first few conversational AI voice agents'; AI is also used to resolve service issues and investigate complaints and disputes | Customer service | October 23, 2026[2][3] |
| Resy on AI platforms | Resy restaurant discovery and reservations in ChatGPT; U.S. Resy restaurants discoverable in Claude; an Amex plugin to discover and enroll in Amex Offers in development with OpenAI | ChatGPT and Claude | 2026[2][4] |
| Dining and hotel conversations | Proprietary dining and hotel conversational experiences that use OpenAI models | Amex channels | October 23, 2026[2] |
| Business tools on Perplexity | Eligible business Card Members can use Amex-curated AI tools for tasks like cash flow forecasting and creating marketing campaigns | Perplexity | October 23, 2026[2] |
Which AI assistants do American Express employees use?
| Date | Assistant | What was said |
|---|---|---|
| April 2, 2025 | IT chatbot | Since launching in October 2023, a 40% increase in IT queries resolved without a transfer to a live engineer[5] |
| April 2, 2025 | Travel counselor companion | Supports 5,000 travel counselors across 19 markets; more than 85% say it saves time and improves recommendations[5] |
| April 2, 2025 | Colleague help center | A 96% accuracy rate; intent-based search improved responses by 26%[5] |
| July 24, 2026 | Service portal for reps | An AI-powered service portal for service representatives designed to reduce the time needed for calls[7] |
| August 24, 2026 | Real-time servicing support | Mohammed Badi, president of Global Servicing: AI can listen alongside a colleague, identify signals and suggest questions or next steps in disputes; 'We are in the top of the first inning of a nine-inning game'[8] |
| October 23, 2026 | Colleague tools | Squeri: 'a broad suite of AI tools that help our colleagues access the right information, understand customer needs, develop personalized recommendations, and resolve issues more effectively'[2] |
How does American Express balance AI assistants with human service?
Amex frames assistants as support for people. Anthony Devane, EVP Global Servicing Innovation, said in August 2025: 'We use Gen AI to empower our customer care professionals, streamline operations, and deliver smarter, faster service, while always ensuring our customers can connect with real people when it matters most.' The accompanying Trendex survey found 70% of U.S. adults had used a Gen AI customer service tool and 53% worried about a lack of human empathy.[6]
Outside assistants get rules. On the October 23, 2026 call Squeri said Amex will admit agents only 'through API or MCP channels' and does not want them 'pinging Resy every four seconds' to the disadvantage of other Card Members, while still embedding Amex's own agents in AI platforms.[2]
Not disclosed: how many Card Members use Dining Companion or the voice agents, what share of calls they handle, or which models power the voice agents; the only named model provider for Amex's own conversational experiences is OpenAI.[2][1]
What does the Amex profile record on this topic?
The rows below are the entries of the American Express AI strategy profile that bear on this page, as of Oct 26, 2026; the profile holds the full record of 43 dated moves, 24 use cases and 73 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| Internal AI for technology delivery and servicing | Clearing the product backlog faster; AI in servicing to deliver 'empathy at scale'. | In production | [7][8] |
| AI dispute-investigation pilot | Analyses historical transaction data so service reps can resolve disputes at once; AI and machine learning feed closed-loop fraud models. | Pilot | [9] |
| Third-generation data and analytics platform | Public-cloud platform for personalisation, servicing, fraud and GenAI and agentic use cases; 90% faster key marketing and fraud processes. | Rolling out | [10] |
| Card servicing chatbot and AI app search | Card servicing teams use an AI-powered chatbot to resolve inquiries; AI search in the mobile app answers about one million inquiries a month for US Card Members. | In production | [11] |
| Conversational AI agents for voice response | A 2026 pilot of conversational AI agents to replace legacy interactive voice response systems. | Announced | [11] |
| Travel counselor assist | An AI agent that combines web data with proprietary Amex and customer data to help 5,000 travel counselors in 19 markets curate recommendations; more than 85% report time saved. | In production | [5] |
| Resy in Claude | Claude users can browse Resy tables and hand off to Resy to book, the first of several Membership assets Amex plans to expose on AI platforms. | In production | [12] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Oct 1, 2026 | Marrs: agentic commerce is 'less about tech and more about trust' | Group President of Global Merchant and Network Services Anna Marrs tells American Banker that Amex supports the Agent Payments protocol (an open standard with Google, PayPal and 60-plus other companies) and that AI agents already automate parts of credit underwriting, fraud detection and personalised customer service. | [13] |
| Aug 25, 2026 | AI dispute pilot doubles instant resolutions | An AI pilot surfaces similar historical transactions to service reps; immediately resolved dispute cases more than doubled. | [9] |
| Aug 7, 2026 | Amex GBT's Egencia connector in Claude | Agentic corporate travel through Anthropic's assistant. | [14] |
| Aug 4, 2026 | Amex Ventures invests in Pie | Pie, an AI-powered growth platform for small businesses, offers AI Search for visibility in assistants such as ChatGPT, Claude and Perplexity and a Front Desk voice agent that answers calls and takes bookings; the release gives no investment amount. | [15] |
| May 12, 2026 | $300 ChatGPT Business credit | A card benefit on Business Platinum and Business Gold. | [16][17] |
| Apr 24, 2026 | Resy restaurants discoverable in Claude | Amex and Anthropic let Claude users browse Resy tables in conversation and hand off to Resy to book; the release is undated and coverage ran on April 26 and 27. | [12] |
| Apr 16, 2026 | Agrees to buy Hypercard | Agentic expense management; AI talent for commercial services. | [18][19] |
| Mar 25, 2026 | Letter details internal AI deployment | AI-assisted development tools reach more than 11,000 engineers (coding cycle time down over 30%); the company plans to pilot conversational AI agents for its legacy voice response systems and is piloting AI to classify fraud claims. | [11] |
| Jan 30, 2026 | Q4 2025 call: a cloud data platform and GenAI tools for nearly all colleagues | The third-generation data and analytics platform already cuts key marketing and fraud process times by 90%, with all data and analytics processes to migrate by 2027; Dining Companion launched and agent-commerce standards developed with partners. | [10][1] |
| Jan 20, 2026 | LLM risk-mitigation patent granted | US 12,530,174 B2, filed October 2023 by American Express Travel Related Services Company, covers generating risk-mitigation code for applications that call a network LLM service. | [20] |
| Jan 7, 2026 | Amex Digital Labs profile | Luke Gebb says the lab brings about 15 to 20 initiatives to market a year; it built the first servicing chatbot and the Dining Companion and works with Google and Cloudflare on agentic transaction standards. | [21] |
| Apr 2, 2025 | Packer on Amex's enterprise generative AI | CTO Hilary Packer says a council identified 500 use cases and 70 were in implementation; 9,000 engineers use GitHub Copilot, the IT chatbot (live since October 2023) resolves 40% more queries without escalation, and a travel counselor assistant serves 5,000 counselors in 19 markets. | [5] |
Does American Express have an AI assistant for customers?
Several narrow ones rather than one chatbot. Dining Companion in the Amex app recommends restaurants from Card Member spending insights, Wishlist Builder in the Amex Travel app helps plan trips, and Amex said on October 23, 2026 that it had launched its first few conversational AI voice agents in customer service. Its dining and hotel conversational experiences use OpenAI models.
Can American Express customers still reach a human?
Yes, by Amex's stated policy. Anthony Devane, who leads Global Servicing Innovation, said in August 2025 that Amex uses Gen AI to support customer care professionals while ensuring customers can connect with real people when it matters most; Amex's own survey found 53% of U.S. adults worry about a lack of empathy in Gen AI service.
What AI tools do American Express service colleagues use?
An AI-powered service portal for representatives (2026), real-time AI that listens alongside colleagues and suggests next steps in disputes, an AI companion for 5,000 travel counselors, a colleague help center with 96% accuracy and an IT chatbot that since October 2023 has raised self-resolved IT queries by 40%.
Does American Express work with ChatGPT or Claude?
Both. Resy restaurant discovery and reservations launched in ChatGPT in 2026, Amex is building an Amex Offers plugin with OpenAI, and U.S. Resy restaurants were made discoverable in Anthropic's Claude. Amex also offers business Card Members curated AI tools through Perplexity, and says outside agents may reach its systems only through approved API or MCP channels.
- American Express Fourth-Quarter 2025 Earnings Release (Form 8-K, Exhibit 99.1)
- Amex (AXP) Q3 2026 earnings call transcript (The Motley Fool)
- Amex Plans Job Cuts, Sets AI Rules as Gen Z Spending Jumps 35%
- Building the Future of AI at American Express: Meet Berta Rodriguez-Hervas, SVP of Enterprise AI Platforms
- How Amex uses AI to increase efficiency: 40% fewer IT escalations, 85% travel assistance boost
- Consumers Want Gen AI with Empathy, Personalization, and a Human Touch
- Amex reports earnings in line with analyst expectations
- How American Express Will Drive Innovation Through An AI Mindset
- Amex's low fraud rate turns on its closed system
- American Express (AXP) Q4 2025 Earnings Call Transcript
- 2026 Chairman’s Letter to Shareholders
- American Express Partners with Anthropic to Make U.S. Resy Restaurants Discoverable in Claude (release undated; coverage April 26 to 27, 2026)
- The Most Powerful Women in Finance, #13, Anna Marrs, American Express
- Amex GBT adds agentic commerce to corporate travel
- Amex Ventures invests in SMB growth platform Pie
- How to Get More Done with ChatGPT Business
- Amex adds first-of-its-kind AI benefit: $300 ChatGPT credit for Business Platinum and Business Gold Cards
- American Express to Acquire Hyper, Adding to Its AI Expertise and Expense Management Capabilities
- Ahead of earnings, Amex adds more tools to feed its AI plans
- Large language model (LLM) risk mitigation (US 12,530,174 B2)
- Amex Digital Labs Is Scaling Innovation From Experiment To Enterprise
When Amex moves on AI, you'll read it here first.
when one of the banks we cover moves on AI, it is in the next morning's brief · six sourced stories · 7 am PT · free
plus every regulation, bank and agent page update, the morning after · leave any morning