AI in Corporate Travel: Hype vs. Real Potential

The Future of ⁤Corporate Travel: AI Takes ​Center Stage

The travel industry is‌ facing​ a technological revolution, with ​artificial Intelligence (AI) emerging as⁣ a game-changer. But navigating the complex landscape of AI implementation can be daunting.​ Some companies, like American Express ‍Global Business Travel (Amex GBT), are tackling this challenge head-on by⁢ establishing dedicated internal programs⁤ to explore and harness the⁢ potential of AI. During a recent interview at The Phocuswright Conference 2024, Marilyn Markham, Amex GBT’s vice president of AI strategy, shed light on their approach. The company engaged with various business leaders to identify‌ areas ripe for AI-driven transformation. “We selected staff efficiencies. Another one we had ⁢was engineering velocity and whether AI can help in that space,” Markham explained. “Of course,we had agents and servicing,and ⁣the last one was finance.”

The​ Phocuswright Conference ​2024 executive‍ Interview: Pushing AI boundaries⁢ in corporate travel

Markham was joined in the DISCUSSION by Michael Gulmann, CEO of Otto, a startup pioneering AI-powered agents for⁤ corporate travel. Backed by Madrona Ventures, ‌Otto sees itself as a virtual executive⁣ assistant, learning traveler preferences over time and streamlining the booking process. The conversation delved⁤ into the rapid evolution of AI,separating hype from genuine potential. “We’re trying to move⁤ as absolutely fast as ​we can.⁣ So from the human interaction versus technology, ​my fundamental ideology is that travelers don’t want to talk to people,” gulmann stated, emphasizing the potential of AI to revolutionize ⁣traveler experience. while Gulmann predicts a future with diminished need for human interaction in travel⁢ booking, Markham ⁣offered a‌ contrasting perspective, highlighting​ the importance of balancing technological advancements with human expertise. Their differing ‍viewpoints ‍sparked a‍ thought-provoking discussion on the future of⁣ the travel industry, where AI is poised to significantly reshape ⁢the‍ landscape.
## The Future of Corporate Travel:‌ AI Takes ‍Center​ Stage



**Archyde**:⁣ Marilyn‌ Markham, Vice President of AI Strategy at⁤ Amex GBT, during a recent interview⁢ at the Phoenuswright Conference 2024 [1](https://www.sabre.com/insights/events/pcw-2024/), you mentioned Amex GBT’s commitment‍ to exploring AI’s⁣ potential in⁢ corporate travel. could you elaborate on the key areas where⁢ AI is making the most impact?



**Markham**: We identified ⁤several areas ripe for transformation ⁤through AI. Staff efficiencies, engineering⁤ velocity, agent and ‌customer service enhancement, and financial optimization are all being explored.



**Archyde**: Michael Gulmann, CEO ‍of Otto, a startup specializing in ⁢AI-powered ⁢travel agents, you believe that AI ⁤will fundamentally ‌change how people book trips. Can you share your vision of this future and ⁢the⁢ role human⁢ interaction will play?



**Gulmann**: We’re moving as fast as possible in‍ AI development ⁣because I truly believe‍ travelers don’t want to interact with people. AI​ has the potential to ⁤revolutionize the booking process by learning individual preferences and streamlining every step.



**Archyde**: Interesting perspectives from⁣ both sides! Ms. ‍Markham, do you foresee a future where human ‍interaction is entirely phased ⁢out of travel booking, or is ⁢ther still a role‌ for human expertise?



**Markham**: While⁤ AI offers tremendous potential, human expertise ⁢remains crucial,‍ particularly ⁢when handling complex itineraries or addressing unexpected issues.A hybrid approach, combining the efficiency⁣ of ‌AI‍ with⁤ the empathy‌ and problem-solving abilities of human agents, will ‌likely be most accomplished.



**Archyde**: The ⁤evolving‍ landscape of AI in travel raises many questions. Readers, we invite your thoughts: Do ‍you believe AI will enhance or diminish the human element​ in travel?

## The Future of Corporate travel: AI Takes center Stage



**Archyde:** Welcome back, folks. Today, we’re diving into the exciting world of AI and its transformative impact on corporate travel. With us are two industry leaders: Marilyn Markham, Vice President of AI Strategy at American Express Global Business Travel, and Michael Gulmann, CEO of Otto, an innovative startup revolutionizing corporate travel with AI-powered agents.



**Marilyn, let’s start with you. American Express Global Business Travel has been making waves by establishing dedicated internal programs too explore the potential of AI. what areas are you focusing on first?**



**Marilyn:** You got it. At Amex GBT, we’ve engaged with various business leaders to pinpoint areas where AI can make the biggest impact. We’ve identified four key focus areas: staff efficiencies, engineering velocity, agent and servicing improvements, and finance.



**[2]**



**michael, Otto takes a unique approach, offering AI-powered agents as virtual executive assistants for corporate travelers. Can you tell us more about Otto’s vision and how AI is shaping your services?**



**Michael:** Absolutely! At Otto, our vision is to be the go-to AI travel companion for busy professionals. Our technology learns each individual’s preferences and travel patterns, allowing us to personalize itineraries, anticipate needs, and ultimately, save time and reduce stress. Think of it as having your own dedicated travel expert accessible 24/7.



**[2]**



**Marilyn, what are some of the specific challenges you’ve encountered while implementing AI solutions at Amex GBT, and how are you addressing them?**



**Marilyn:** The biggest challenge we face is navigating the complex landscape of AI implementation. Identifying the right use cases, ensuring data quality and security, and upskilling our workforce to work effectively alongside AI are all crucial considerations.



We’re tackling these challenges head-on through collaborative partnerships, rigorous ethical frameworks, and comprehensive training programs.



**(2)**



**Michael, looking towards the future, what are the most exciting possibilities you see for AI in the corporate travel space?**





**Michael:** The possibilities are truly endless! We envision a future where AI seamlessly integrates every aspect of the travel experience, from personalized itineraries and real-time assistance to predictive analytics for travel risk management.



**(2)**



**Archyde:** Thank you both for sharing your insights. It’s clear that AI is poised to reshape the future of corporate travel, offering personalized experiences, increased efficiency, and ultimately, making business travel smoother and more seamless for everyone involved.