American Express, one of the world’s leading financial services companies, has a strong presence in India, with over 14,000 employees across various locations. Among them, a team of over 700 AI engineers and data scientists in Bengaluru is developing cutting-edge AI technologies for its global operations. AI technologies by Amex India
The AI hub in Bengaluru is not only a source of innovation for AmEx, but also a talent pool for the global AI community. The hub regularly organizes and participates in various AI events, workshops, hackathons, and competitions, to showcase its work and learn from others. The hub also collaborates with academic institutions and industry partners to foster research and development in AI.
Madhurima Khandelwal, MD and VP at the India Centre of Excellence, Credit, Fraud & Risk, refers to the two-decade-old establishment as an “analytical powerhouse.” She says, “We work in very close collaboration with our colleagues at the front end who interact with the customers, empowering them with all the intelligence to make decisions in real-time.”
The AI hub in Bengaluru, which is part of the India Centre of Excellence, Credit, Fraud & Risk, is working on areas such as fraud prevention, risk management, customer service, and personalization. The hub is also home to the AI Labs, which are building some of the foundational AI capabilities and products at AmEx.
The AI hub leverages the big-data ecosystem and the next generation of AI and technology to solve complex problems and create solutions that seek to address every facet of the customer life cycle. The impact of the hub’s work is felt internationally, including in the US, Canada, UK, Mexico, Australia, and Singapore.
The AI hub comprises three verticals: one focusing on the fundamental credit and fraud risk solutions, the second on marketing and servicing solutions, and the third – cutting across the first two – building some of the foundational AI capabilities and products. Each of these verticals utilises the latest and leading algorithm modelling and AI practices to forecast customer behaviour.
Madhurima Khandelwal, MD and VP at the India Centre of Excellence, Credit, Fraud & Risk, refers to the two-decade-old establishment as an “analytical powerhouse.” She says, “We work in very close collaboration with our colleagues at the front end who interact with the customers, empowering them with all the intelligence to make decisions in real-time.”
Some of the examples of the AI hub’s work include: Learn how Amex India’s AI hub in Bengaluru is developing cutting-edge AI technologies for its global operations in areas such as fraud prevention, risk management, customer service, and personalization.
– Developing a real-time fraud detection system that uses machine learning and deep learning to identify and prevent fraudulent transactions, while minimizing the impact on genuine customers. AI technologies by Amex India
– Creating a dynamic credit limit management system that uses advanced analytics and AI to optimize the credit limit for each customer, based on their spending patterns, risk profile, and market conditions.
– Building a personalized recommendation engine that uses natural language processing and reinforcement learning to generate relevant and timely offers and suggestions for customers, based on their preferences, needs, and feedback. AI technologies by Amex India
– Enhancing the customer service experience by using natural language understanding and generation to create conversational agents that can handle customer queries and requests, and provide proactive assistance and guidance.
The AI hub in Bengaluru is not only a source of innovation for AmEx, but also a talent pool for the global AI community. The hub regularly organizes and participates in various AI events, workshops, hackathons, and competitions, to showcase its work and learn from others. The hub also collaborates with academic institutions and industry partners to foster research and development in AI.
The AI hub in Bengaluru is a testament to AmEx’s commitment to investing in India and leveraging its talent and potential. As Madhurima says, “We are proud to be part of the AmEx family and contribute to its vision of providing the world’s best customer experience every day.”