Riya Pahuja

CPG leaders need AI systems that start with concrete operating constraints and end with measurable outcomes vetted for company, consumer, and community impact.

AI is cutting customer service costs — but it may be accelerating organizational risk even faster. The real executive problem isn’t whether to deploy AI; it’s whether the enterprise has built the readiness to withstand the moment it fails in front of a customer. Stanford’s RegLab documented that general-purpose AI chatbots hallucinate between 58% and 82% of the time on legal queries — and that even purpose-built legal AI tools hallucinate in at least one in six benchmark cases.

American Express is an American financial services company headquartered in New York City, New York. The company employs more than 76,800 people globally and reported fourth-quarter 2025 revenue of $18.98 billion, with fiscal 2026 revenue growth guidance of 9-10 percent. American Express began applying machine learning to fraud detection in 2010, making it one of the earliest adopters of AI among financial services companies.