Amex GBT, the world’s largest travel management company, is utilizing artificial intelligence to handle trip requests through emails, allowing human agents to focus on more critical tasks. The company has expanded its software capabilities through acquisitions and organic development, transitioning from a predominantly services company to a software-and-services hybrid. Despite a delay in a proposed merger due to an antitrust watchdog review, Amex GBT continues to innovate and adapt to industry trends.
Chief marketing and strategy officer Evan Konwiser emphasized the company’s evolution into a software-and-services hybrid, offering tailored solutions to different market segments. The company has invested in building software capabilities through acquisitions like Egencia and organic development. Konwiser highlighted the importance of technology in handling large-scale disruptions, such as recent outages related to CrowdStrike security software, where the company was able to respond efficiently.
AI-driven email servicing allows Amex GBT to improve efficiency and free up human agents for more critical tasks by categorizing incoming messages and automating responses. The company’s proactive traveler care technology can predict delays and cancellations, automating communication to triage and prioritize issues. Amex GBT aims to create more integrated experiences across travel, payment, and expense management by integrating American Express virtual cards into their Neo1 spend management platform.
The company has adapted to airline and hotel supplier wishes by rapidly deploying content from NDC (the new distribution capability). Konwiser explained that by working closely with airlines and tech partners, Amex GBT is now able to deploy NDC at scale, providing a more modern form of data exchange. The company is committed to deploying NDC content in a way that serves customers and does not disrupt servicing or offers.
As corporate clients focus on net-zero commitments, Amex GBT is developing tools to help corporations make sustainable travel choices that reduce their carbon footprint. The company recognizes the importance of meeting net-zero goals and is working towards providing solutions for clients to achieve their sustainability objectives. Despite competition from tech-focused startups, Amex GBT’s strength lies in combining technology with operational expertise to meet the evolving needs of the travel industry.
In conclusion, Amex GBT’s adoption of AI and automation, integration of various tools, and focus on sustainability reflect its commitment to innovation and customer service. The company’s ability to handle mass rebookings during disruptions and provide tailored solutions across different market segments sets it apart in the competitive travel management industry. As the company continues to evolve and adapt to industry trends, it remains a key player in the global travel management landscape.
