Predictions on:
AI & technology

Artificial intelligence will increasingly enhance and streamline travel processes

The hype around artificial intelligence in recent months has been loud. As much as there is excitement growing around its potential, concerns – and some apathy – remain, particularly from travel buyers, as the GBTA’s Business Travel Outlook poll revealed. Around a third (32%) of respondents are excited about AI, while another third (33%) feel it’s too early to predict its full impact. And some travel buyers, in the year ahead, view implementing AI applications/tools in their corporate travel programme as important in 2024 (34%), but others say it is a low or a non-priority (37%).

While ensuring the right guard rails are in place around AI, it is an innovation that can potentially bring some positive benefits to corporate travel buyers, Reed & Mackay Group CEO Fred Stratford believes.

“AI will speed up some of the processes we currently have in place, get us to the answers more quickly and provide opportunities that are faster paced. From our industry point of view, we should embrace it,” Stratford says.

Reed & Mackay CEO US John Keichline agrees, predicting the use of AI will create more efficiency for the traveller, booker and consultant, leading to more time to focus on dedicated service.

“AI can take on the day-to-day elements of booking travel. And it can help categorise those clients who use it, identifying – to TMCs – which clients require more dedicated service for complex trips,” Keichline says. “The key word that should be associated with AI and its positive impact on travel is efficiency. Business travel can be stressful so, if it can help workloads become more streamlined, that will help the travellers, the bookers and the consultants. Furthermore, that contributes to improved employee wellbeing.”

And it’s chatbot technology that will enhance communication and provide timely information to travellers, reducing the burden on travel buyers and TMCs, believes Reed & Mackay CEO Asia Pacific Jane Warren. “Imagine having an executive assistant in every traveller's pocket, leveraging AI to provide a seamless travel experience from booking to reconciliation,” Warren says.

“We’re exploring the benefits it could bring as a forward-thinking business,” Stratford adds. “Our tech team have been working on this in conjunction with our parent company Navan, who has been using AI for several years already.”