American Express Speeds Product Development With AI

American Express has used artificial intelligence in credit, fraud and risk management for 15 to 16 years, but is now extending the technology into software engineering, customer service, travel and marketing. The shift matters for a payments company built around trust and high-touch service: AI could accelerate product launches and improve operating efficiency while reshaping staffing needs and employee workflows. Chief Executive Steve Squeri has cautioned that broader adoption remains at an early stage.

On July 24, 2026, Squeri told American Express’s second-quarter earnings call that AI-assisted development had reduced coding cycle times by 30% to 40%, allowing teams to address a large backlog of technology projects more quickly. AI tools have also helped keep customer-service and travel-agent headcount broadly flat as the business expands, with staffing expected to decline gradually through attrition. American Express reported quarterly net income of $3.1 billion, up 8% from a year earlier.