Tools are available to Egencia customers
American Express Global Business Travel (Amex GBT) has announced new AI-powered customer solutions for business travelers. The large language model-powered virtual agent, available to Egencia customers, was trained using help center content to generate highly accurate and contextually appropriate responses.
Solutions include:
- On-demand support through more intuitive, multilingual interactions. The virtual agent can understand and respond to complex requests more naturally and in 10 different languages, including English, French, Spanish and German.
- A natural language query to Egencia’s data and reporting feature, Egencia Analytics Studio. Travel managers can now more easily access travel program data by asking questions in plain language and go beyond standard reporting to access detailed insights about travel spending and patterns.
During extensive testing, according to the announcement, the Amex GBT analytics and data science team found the virtual agent increased efficiency and enhanced the customer self-service experience for travelers. Amex GBT data showed that nearly a third of customers who used the virtual agent during a trial phase were able to “self-service” without proceeding to wait for a travel consultant.
The virtual agent experience at Amex GBT was first introduced in 2020, and the addition of the large language model-supported chat is the most recent evolution of its capabilities, according to the announcement.
