The platform will be used by Amex’s global network of travel counsellors that work with Amex Card Members.

The Mezi app allows travellers to message their requests for flights, hotel or restaurant reservations; provides recommendations; and makes travel arrangements at the customer’s request.

Founded in 2015, Mezi uses artificial intelligence (AI) and human expertise to "personalise the online travel discovery and booking experience", according to the company. By learning travellers’ preferences and understanding the way customers make requests using natural language, Mezi gets smarter and more efficient over time, it added.

“Mezi’s AI-powered experience opens up exciting new ways for us to connect with and serve our
card members and creates opportunities for us to build more meaningful relationships
with them,” said Phil Norman, vice-president, American Express Digital Labs.

“With messaging emerging as channel of choice for many, and the demand for unique
experiences increasing, we believe the combination of Mezi’s capabilities with our global network of expert travel counselors creates a differentiated, high-touch service experience for our card members.”

The acquisition of Mezi follows an investment made in 2016 by American Express Ventures, the strategic investment arm of American Express, as well as a pilot, called AskAmex, with American Express card members.

Pictured top, from left: Luke-Gebb, American Express senior vice-president, enterprise digital; Snehal-Shinde, co-founder and chief technology officer, Mezi; Swapnil Shinde, co-founder and chief executive, Mezi; and Phil Norman, American Express, vice-president, membership products and partnerships.