How AI is elevating personalised service in corporate travel management

AI is no longer a new entrant in the corporate travel market. Travel Program Managers should assess their travel provider’s ability to leverage AI to enhance service efficiency and access to content. It is no longer a question of ‘if’ but ‘how’ AI is transforming the business travel experience, and those travel management companies (TMCs) who are not investing in AI today may be challenged to deliver value to their customers in the future.

One of the biggest misconceptions is that AI will replace the need for human service. Corporate Travel Management (CTM) knows from our 2024 Global Customer Survey that travel expertise and customer service are the biggest benefits of their corporate travel program, and we understand that AI is not a replacement for service but an enhancer of the service experience.

Read to explore how CTM uses AI to add value to the customer experience and enhance personalised service.

So why is AI beneficial for a TMC and their customers?

Incorporating AI is important for TMCs in today’s technology-driven market, primarily for enhancing personalisation and operational efficiency. AI enables the analysis of extensive data to offer tailored travel experiences and meet individual preferences. This personalisation not only elevates the customer experience but also fosters loyalty. Additionally, AI streamlines operations by automating routine tasks like booking and itinerary planning, which boosts efficiency and reduces costs.

In addition, AI significantly improves customer service with 24/7 support via chatbots and virtual assistants, addressing issues in real time. This can assist travellers in booking flights, hotels, and rental cars, providing real-time support and personalised recommendations.

CTM recognises the responsibility that comes with the use of AI, specifically relating to data security and data integrity, which is why we have chosen to invest in building our own AI solutions so that there is no outside third-party interference with our data. Our development roadmap is agile, and our solutions are relevant to our customers’ evolving service needs and expectations.

How CTM utilises AI to bolster customer service

AI is bringing opportunities to every stage of trip management, including booking and itinerary servicing. As such, we have developed Scout, our AI-powered travel assistant, which provides automated, high-speed service outcomes to our customers’ high-volume/low-value tasks such as trip cancellations and changes, requesting copies of invoices, itineraries and visa information required for their trip. Scout launched in Australia in early 2023 and has been rolled out in all CTM markets globally.

In Australia, CTM is witnessing 90% of cancellations automated through Scout with each automated cancellation delivering up to 80% efficiency gains for our customers compared with traditional cancellation processes.

Itinerary management at speed

CTM’s after-hours department manages a high volume of changes and cancellations, with 20% of CTM’s cancellations occurring over the weekend for Monday morning travel. When a traveller is sitting in the comfort of their home on a Sunday night, it is more convenient for them to cancel their trip in a few clicks from the convenience of their mobile rather than picking up the phone or emailing. CTM is leveraging AI to automate that entire process for the customer and the back-office process for staff. Customer feedback loops confirm this is a better experience as it frees up CTM’s Travel Consultants to provide high-value expertise to assist other customers who may have an urgent problem they are trying to resolve.

AI is here to stay

Travel Program Managers want their teams to be able to book more of their travel within a single, seamless process. Whether that service is delivered offline or online, CTM is dedicated to leveraging AI and other forms of automation to enhance every stage of the travel process for all stakeholders. While nothing can replace the human touch in personalised customer service, AI significantly boosts productivity and efficiency, tailoring travel content to individual preferences. This allows expert Travel Consultants to focus on handling more complex and high-value inquiries, ensuring a superior level of personalised service for all customers.