AXPAmerican Express Company

“we've been very fortunate with some of the results we're seeing from an AI perspective and that we're getting about 30% benefit with our programmers from a coding perspective and testing perspective. But what that has done is allowed us to get to more stuff.”

“even at American Express today, if you look at our volume increase and you look at our ratio of volume to how many people we have on the phones, it's decreased. Not as many people want to talk on the phones and plus we're making the people that are answering the phone is more efficient because they have AI tools at their disposal, whether that's for travel or whether that's for card servicing.”

“Earlier this month, we introduced the Amex Agentic Commerce Experiences or ACE Developer Kit, which will enable the integration of American Express cards into AI-powered transactions with trust and control. Along with the kit, we announced Amex Agent purchase protection, an industry-first commitment to back our card members by protecting registered agent purchases.”

“what we want to do is have the agentic declare intent, and we want to match that intent with what was actually purchased. And so we want data from an intent perspective, all the way to a completion perspective. We don't even have that today in a normal bricks and mortar world. It would be hard to do. But in an e-commerce genic world, we can get that data.”

“we just acquired a company called HyperCard, we brought in a group of people who we've been working with for a number of years who are really in expense management space and we have a lot of expertise in expense management agents and we'll be integrating those into center.”

“we have the OpenAI, ChatGPT benefit and the cash backlog will be the reports piece of it.”

“in an agenetic world, data is king. Data is a king from a service perspective, an identification perspective, a fraud perspective, a credit perspective, data is king. And when you look at our -- when you look at our business model, we have the card member, we have the network and we have the merchant. And we have a free flow of information and it's a perfect information as you're going to get in this model.”

“We have more AI-powered products and capabilities under development that will roll out this year to help transform and grow our business. This includes upcoming announcements with leading AI companies to make our membership assets discoverable and actionable on their platforms and building proprietary AI-powered experiences across our own platforms.”

“Given our closed-loop network that provides an end-to-end view of transactions, and supported by the investments we've been making in our technology and risk capabilities, we are well positioned to deliver intent-driven authorizations, enhanced fraud protection and strong security features to help protect our card members and merchants.”

“we are embarking on a new era of commerce, where AI-powered agents can make autonomous decisions on behalf of consumers and businesses. But in addition to offering speed and convenience, Agentic Commerce brings added complexity and risk. This plays directly to the strengths of our -- to our strengths of trust, security and service.”

“I think it's going to make our fraud and our risk capabilities and our ability to detect fraud and our ability to back our card members even better than we would in a brick-and-mortar world or in a traditional e-commerce world, which is why we came out with Amex agent protection.”

“anybody that talks to you about large language models will basically say to you, the model is as good as the data that it has. And so what we're trying to do is get as close to perfect data as you can in agentic transaction.”

“the overperformance we've had gives us an ability to get to those things a little bit quicker, combined with the AI that we've had -- the AI efficiencies that we're seeing.”

“Our sense it will be an accelerant. I just think it's really hard to quantify it at this early stage.”