American Express GBT receives patent for AI invention

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American Express GBT said its patented invention uses machine language to gather "sentiment scores" from customer feedback.
American Express GBT said its patented invention uses machine language to gather "sentiment scores" from customer feedback. Photo Credit: Wright Studio/Shutterstock

American Express Global Business Travel (No. 3 on Travel Weekly's 2022 Power List) was awarded a U.S. patent for technology that uses artificial intelligence to track and improve customer satisfaction.

The patent, Determining Customer Risk of Attrition, is GBT's fifth from the U.S. Patent and Trademark Office.

According to GBT, the invention that was patented uses machine language to gather "sentiment scores" from customer feedback, an "efficient way to monitor large amounts of customer communications data."

That information is analyzed to find both high and low customer satisfaction levels and retention rates. Insights are displayed in a graphical user interface and actions can be taken to improve the metrics, GBT said.

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

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