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April 19, 2017

American Express showcases latest Amex bot for Facebook Messenger

By Patrick Brusnahan

American Express (Amex) has unveiled its latest version of Amex bot for Facebook Messenger that allows US consumer and OPEN card members to get on-demand answers from the Amex bot related to their account and card information.

Powered by artificial intelligence and servicing technology, the new Amex bot for Messenger is helpful for card members looking for quick answers to commonly asked questions.

The new solution has been designed by Amex by identifying the questions frequently asked by its card members in this channel.

In order to better serve its cardholders in environments like Messenger, Amex incorporated artificial intelligence and machine learning that allows the Amex bot for Messenger to learn and improve over time.

The latest upgrade adds to the initial set of features that the Amex bot for Messenger originally launched with in August 2016, including real-time purchase notifications and important information about Card benefits and services related to those purchases.

In December 2016, Amex introduced an “add a card” feature, which allowed eligible cardholders to add their card and billing information on file with Facebook to easily make purchases on Facebook.

American Express senior vice president for enterprise digital Luke Gebb said: “Because of its scale, Messenger is an excellent platform to extend our conversational servicing technology to allow card members to interact with us how and when they want.

“We are continuing to invest in our partnership and evolve the features of our Amex bot for Messenger to deliver more value to our card members. We’re doing this by combining the real-time nature of Messenger with American Express’ rich history as a trusted service company.”

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