Moving from checks and paper invoices to digital payments is messy, slow, and full of friction that can stall businesses mid-transition. American Express helps businesses in that in-between space by smoothing the handoff to virtual cards, APIs, and faster payment rails through a servicing model. Beyond launching digital products, the firm provides hands-on support to ensure clients adopt and consistently use new payment tools. Servicing teams evolve alongside technology and tools, adapting processes and structures under a One Amex approach to coordinate support. Generative AI is being explored to make servicing faster, smarter, and more predictive.
The march away from checks and paper invoices to digital is messy, slow, and fraught with friction points that can stall a business mid-transition. American Express is making itself useful for businesses in that in-between space, by smoothing the handoff: getting companies comfortable with virtual cards, APIs, and faster payment rails through its servicing model. Beyond rolling out digital products, Amex is focused on making sure clients know how to use them and stick with them.
The firm extends this support through its servicing model. As technology, tools, and teams evolve, so does the servicing approach, with the firm exploring generative AI to make the model faster, smarter, and more predictive. This piece unpacks the inner workings of Amex's servicing model, the internal teams driving it, and the company's plans to weave generative AI into the system.
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