You are currently viewing American Express GBT Unveils Intelligent Travel Management with AI and NLQ Tools
Citation : Image is used for information purposes only. Picture Credit: https://storage.googleapis.com/

American Express GBT Unveils Intelligent Travel Management with AI and NLQ Tools

Prime Highlights

  • American Express Global Business Travel is introducing an AI-powered virtual agent and natural language query reporting to further enable corporate travel management.
  • The capabilities are intended to enhance productivity, reduce support response times, and enable travel managers to make informed data-driven decisions.

Key Facts

  • Over 30% of travelers were enabled to resolve issues on their own with the use of the AI agent in pilot testing.
  • NLQ reporting enables users to create end-to-end travel data reports simply by inquiring using natural language.

Key Background

American Express Global Business Travel (Amex GBT) recently launched two significant AI-based innovations through its Egencia platform: a next-generation virtual agent and natural language query (NLQ) reporting capability. These breakthroughs are a gargantuan step ahead in revolutionizing how business travel is managed.

The artificial intelligence-powered virtual agent employs large language models (LLMs) to provide 24/7 world travel assistance in multiple languages, including English, French, Spanish, and German. This virtual agent, unlike most chatbots, offers context-aware and tailored support according to the requests of the users, ranging from modifying account settings to retrieving the travel itinerary. During early testing, nearly one-third of customers could resolve their issues by themselves through the use of the agent without human intervention. Not only does this enhance response times, but it also enables the travel agents to dedicate more resources to more complicated cases and thereby maximize service efficiency.

Meanwhile, Amex GBT is introducing Natural Language Query (NLQ) functionality in its Egencia Analytics Studio. This ability enables travel managers to ask questions by inquiring of them as they would of a co-worker. For example, users might ask quite simply, “Show me the air spend, transaction volume, and average ticket price for Paris in 2024.” The platform understands sophisticated queries and renders results in a flash—no filters or technical reporting expertise necessary. The NLQ functionality is currently in beta and widely available in 2026.

These are the outcomes of Amex GBT’s ambitions to leverage artificial intelligence in powering business travel to be smarter, quicker, and more intelligent. While streamlining data reporting and traveler support, the organization is redefining AI-fueled travel solutions, aligning technology innovation with consumer demand. This is a strategic move towards business travel not just being simpler but also more intelligent.

Leave a Reply