American Express Global Business Travel (Amex GBT) has been awarded a patent for an invention that uses AI to monitor and improve customer satisfaction. According to an announcement, the patent, “Determining Customer Risk of Attrition,” protects Amex GBT’s use of data-science to maintain high levels of customer satisfaction.
The invention uses machine learning to gather historical “sentiment scores” from customer feedback; this approach, said the announcement, is an efficient way to monitor large amounts of customer communications data. The resulting information is analyzed to uncover the contributing factors of high satisfaction levels and retention rates. Conversely, it helps detect reasons for lower satisfaction levels and retention rates.

The invention displays the insights in an interactive graphical user interface (GUI), used to visualize trends from the onset of the relationship and to deploy actions to improve these metrics going forward.

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Marc Braner, vice president, senior counsel-technology and IP, said data science and machine learning technology help continually assess customer sentiment and act quickly to resolve any issues that may come up. “This creates a winning combination of emerging technology and service with a human touch, ” he said.

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