American Express Global Business Travel has expanded the capabilities of its virtual agent for Egencia customers as well as added a new AI-powered data and reporting tool, the travel management company announced.
For the virtual agent, which Amex GBT first introduced in 2020, the TMC has introduced a large-language-model-supported chat, enabling it to understand and respond to more complex inquiries. Example questions the agent can handle include inquiries on how to reset a password or add a frequent-flyer number to an account, according to Amex GBT. The virtual agent supports inquiries in 10 different languages, including English, French, German and Spanish.
Testing for the virtual agent showed about a third of users were able to solve their service needs without talking to a travel consulting, Amex GBT said.
In addition, Amex GBT said it has added a natural language query feature to its Egencia Analytics Studio data and reporting tool. With that, travel managers can ask questions about key program metrics and performance, including questions with multiple metrics, such as the spending, transactions and average ticket price for a city in their program.
The query feature is currently in beta mode and will be released fully next year, according to Amex GBT.
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