americanexpress.com · 15 Sep, 14:12 · Artificial Intelligence briefing

New American Express Research: Card Members Want AI to Enhance, Not Replace Human Support

Recent research from American Express reveals a distinct preference among card members for artificial intelligence to augment, rather than replace, human customer support interactions.

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The briefing

The story
in brief.

What happened, who it affects, and why it landed on our intelligence desk — in plain English, sixty seconds or less.

Recent research from American Express reveals a distinct preference among card members for artificial intelligence to augment, rather than replace, human customer support interactions. The study indicates that while consumers appreciate the efficiency of automated tools, they value the empathy, complex problem-solving, and personalised touch that only human agents can provide. This finding challenges the prevailing narrative of total automation in service sectors, suggesting a hybrid model where technology handles routine tasks, freeing staff to focus on high-value, relationship-driven engagements. For professionals, this underscores the enduring importance of interpersonal skills alongside technical proficiency.

Employer demand for AI Strategy skills — indexed growth since 2019
Indicative index of skill mentions in professional job postings for the field this story moves (2019 = 1)

Your move

What this means
for your career.

Every headline redistributes opportunity. Here is who this one rewards — and how to be on the right side of it.

This shift confirms that emotional intelligence and complex problem-solving are becoming premium career assets. You should prioritise developing soft skills, such as empathy and negotiation, which AI cannot replicate. Roles requiring nuanced human judgment in customer experience, conflict resolution, and strategic relationship management will see increased demand. Do not fear automation; instead, master the tools that enhance your productivity. Upskill in AI strategy to understand how to integrate these systems effectively without losing the human touch. Focus on hybrid workflows where you leverage data for insights but deliver the final interaction with genuine care. Professionals who can bridge the gap between technical efficiency and human connection will lead their teams. Start by auditing your current skill set and investing in courses that blend technical AI literacy with advanced communication techniques.

For this story, the fields that convert it into pay are AI Strategy, Human Resources, Leadership and Business And Management — exactly the programmes matched below. The chart shows the indicative salary uplift certified professionals report in each of those fields; every one of them is a click away, from £79, finishing in as few as 20 days.

Indicative salary uplift in the fields matched to this story
Indicative ranges from published continuing-education salary studies, by field — each field is a recommended course below

Matched to this story

Enrol in these
to benefit.

These programmes position you for exactly this shift — online, self-paced, and finishing with a verifiable certificate you can share the day you pass.