Corporate travel agency, American Express Global Business Travel (Amex GBT) has obtained its fifth patent from the United States Patent and Trademark Office thanks to the development of a new technology that uses AI (Artificial Intelligence) to measure and improve customer satisfaction. The patent called Determining Customer Risk of Attrition, protects Amex GBT’s innovative use of data analytics to maintain high levels of customer satisfaction.
Based on a data structure in the form of a “tree” This new technology uses machine learning to collect the history of “reviews” from customer reviews. This approach makes it possible to monitor large amounts of customer data in an efficient manner. The result is analyzed to discover the factors that contribute to the High levels of satisfaction and retention rates. It also helps to detect the reasons for low levels of satisfaction.
The tool displays the data in an interactive graphical user interface (GUI), used to visualize trends since the beginning of the customer relationship and deploy Actions, with the aim of improving these metrics in the future.
Marc BranerVP, Chief Technology and IP Advisor, has stated: «We constantly work to find innovative ways that allow us to improve in meeting the needs of our customers. Data analysis and machine learning technology help us to continually assess feedback from our customers and act quickly to resolve any unforeseen events that may arise, creating a winning symbiosis between new technologies and the human factor.”
