Amex GBT awarded US patent for AI powered customer satisfaction engine

American Express Global Business Travel (Amex GBT) announced (06-Jun-2023) the US Patent and Trademark Office granted it a fifth patent for 'Determining Customer Risk of Attrition', an invention that uses artificial intelligence (AI) to monitor and improve customer satisfaction. The invention is based on a 'tree' shaped data structure and uses machine learning to monitor large amounts of customer communications data to gather 'sentiment scores' from customer feedback. The resulting information is analysed to uncover the contributing factors of high satisfaction levels and retention rates and helps detect reasons for lower satisfaction levels and retention rates. The invention displays the insights in an interactive graphical user interface to visualise trends from the onset of the relationship and deploy actions to improve the metrics. [more - original PR]