United StatesFinance and insurance2025 – ongoingAmerican Express
Colleague Help Center Knowledge Assist
American Express reported 98% answer accuracy for Knowledge Assist
Problem
Frontline employees searched static help articles.
Approach
American Express deployed a chatbot grounded in approved content. It reformatted supporting documents for accuracy.
Results
98%AI answer accuracy in the US as of May 2025, per American Express
Takeaway
The reported accuracy applied to US answers.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]American Express Technology24 Sep 2025
American Express described a chatbot that answered frontline employees' questions using approved content. It reported 98% accuracy for AI-generated answers in the US as of May 2025.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026