Global Business Travel : American Express Global Business Travel to be Awarded US Patent for AI-Powered Customer Satisfaction Engine
June 06, 2023 at 06:42 pm IST
Share
London, UK - June 6, 2023 - American Express Global Business Travel (Amex GBT), the world's leading B2B travel platform, has been awarded its fifth patent by the United States Patent and Trademark Office for an invention that uses AI to monitor and improve customer satisfaction. The patent, Determining Customer Risk of Attrition,[1] protects Amex GBT's groundbreaking use of data-science to maintain high levels of customer satisfaction.
Based on a "tree" shaped data structure, the invention uses machine learning to gather historical "sentiment scores" from customer feedback. This approach is an efficient way to monitor large amounts of customer communications data. The resulting information is analysed 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 deploy actions to improve these metrics going forward.
Marc Braner, Vice President, Senior Counsel Technology and IP, said: "We are constantly working on new and innovative ways to meet our customers' needs. Data science and machine learning technology help us 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."
Global Business Travel Group Inc. published this content on 06 June 2023 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 06 June 2023 13:11:20 UTC.
Global Business Travel Group, Inc. is a platform serving travel primarily for business purposes. The Company operates American Express Global Business Travel, a business-to-business (B2B) travel platform. It provides a suite of differentiated, technology-enabled solutions to business travelers and clients, suppliers of travel content (such as airlines, hotels, ground transportation and aggregators) and third-party travel agencies. It manages end-to-end logistics of business travel and provides a link between businesses and their employees, travel suppliers, and other industry participants. Its portfolio of travel management solutions, built around and targeting the needs of key client segments it serves, provide access to flights, hotel rooms, car rentals and other travel services, as well as meeting and event solutions, including negotiated content, supported by a suite of services that allow its clients to design and operate a travel program and solve complex travel requirements.