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A few years ago, American Express launched a pilot of a program that let invited Platinum Card members directly text message a concierge with requests.
No need to deal with voice prompts, wait on hold, or fumble with entering your card information each time.
There hasn’t been much news about expanding the program until this week.
During its investor presentation, Amex said it’s working on using a combination of artificial intelligence and messaging capabilities to bring more services directly into the American Express mobile app.
While it didn’t reveal any details about timing, it did include an example of a Platinum Card concierge dining request in the presentation, where a Platinum card holder messages back and forth with a concierge directly from the Amex app.
It’s also planning to launch direct call to the concierge from the Amex app with one touch, and the concierge will answer the phone greeting you by name.
This would be a big improvement on the existing setup.
With the app, there’s no need to fumble with your card to find your card number every time you contact the concierge, and you can take care of things in a quiet place.
In the meantime, you can still directly email the Platinum concierge at this address: email@example.com. It’s not as fast as the in-app messaging could be. You’ll get a message saying you’ll get a response from the team within 8 hours of your request.
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