What is the "Pause, Think, Verify" message?

It is the program's simple message: before responding to a suspicious request, consumers should pause, think whether the request seems unusual, and verify who sent it using a trusted contact method, such as calling the number on the back of their Card.

How often do consumers say they receive suspicious communications?

96% say they receive calls, text messages, emails or online communications they believe to be fraudulent or suspicious. 51% report receiving them at least once a day, and 32% receive them multiple times a day.

What do consumers value most in fraud protection?

91% expect their credit or debit card company to proactively identify and stop suspicious activity before they notice it themselves. The top trust factors are quickly resolving fraud issues (55%), real-time transaction monitoring (53%) and immediate alerts (49%).

AI Safety & AlignmentTop Companies' AI MovesAI Business & IndustryTop Companies AI13h agoNov 14, 2026, 06:31 JST

Amex: 83% say AI makes scams harder to spot

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3 Key Points

What happened
American Express released the Amex Trendex: Fraud & Scams Edition, a survey of 1,005 U.S. adult credit cardholders, and launched a Scam Awareness Program built on the message "Pause, Think, Verify."
Why it matters
Consumers are looking to their card companies for help, with 91% expecting their card company to proactively identify and stop suspicious activity before they notice it themselves.

WHO IT HITSCard issuers and their fraud teams face rising pressure to catch scams before customers do, and everyday cardholders are the ones who must verify suspicious calls, texts and emails.

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Context & Analysis

American Express pairs the survey with an expansion of its own education efforts across email, printed materials, digital resources and the Amex App. The company says it has maintained the lowest U.S. credit card fraud rate among major networks for 19 consecutive years, crediting data scientists, advanced AI and machine learning models, emerging Gen AI capabilities, and a closed-loop network.

The survey paints a picture of persistent exposure: 96% of respondents say they receive communications they believe to be fraudulent or suspicious, and 71% agree that trying to keep ahead of fraudsters can feel overwhelming. Confidence in spotting scams is fairly high at 87% generally, but drops to 68% for scams that use AI-generated voices, messages or images.

Consumers place significant value on proactive protection. 89% appreciate it when their card company flags suspicious activity even when it turns out to be a legitimate charge, and 86% agree that real-time alerts and fraud monitoring are more valuable than ever. As fraud becomes more difficult to identify, consumers are looking to their card companies for help.

FAQ

What is the "Pause, Think, Verify" message?: It is the program's simple message: before responding to a suspicious request, consumers should pause, think whether the request seems unusual, and verify who sent it using a trusted contact method, such as calling the number on the back of their Card.
How often do consumers say they receive suspicious communications?: 96% say they receive calls, text messages, emails or online communications they believe to be fraudulent or suspicious. 51% report receiving them at least once a day, and 32% receive them multiple times a day.
What do consumers value most in fraud protection?: 91% expect their credit or debit card company to proactively identify and stop suspicious activity before they notice it themselves. The top trust factors are quickly resolving fraud issues (55%), real-time transaction monitoring (53%) and immediate alerts (49%).

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