Corporates that successfully combine AI use with “strong” governance, security and oversight are most likely to benefit from the technology’s ability to enhance travel management, according to a new report from Amadeus.
The Orchestrating Success report, which was unveiled by the travel tech firm at the Business Travel Show Europe on Wednesday (24 June), stressed that while “transformative” AI tools were ready to be deployed, their adoption “depends on strong foundations”.
Amadeus highlighted how the automation of “repetitive tasks” through AI-based platforms, such as handling policy queries, approvals and disruption management, could allow travel managers to spend more time on strategic tasks, including forecasting, risk management and the wellbeing of travellers.
But the report suggested that these benefits can only be unlocked successfully through “building trusted foundations”.
“Effective governance is emerging as a key priority for corporate travel managers as they work to build the trust required for wider AI deployment,” said Amadeus in a statement.
A recent Business Travel Show Europe survey found a mixture of enthusiasm and concern from buyers over the use of AI within their programmes, with worries about potential misinformation, as well as data privacy and security risks.
Mark Cullen, chief commercial officer at online booking platform Amadeus Cytric, said: “New AI capabilities are bringing the industry closer to a truly orchestrated travel experience, connecting booking, policy, expense, disruption management and duty of care.
“Orchestrating Success reveals how travel managers can harness these innovations to become strategic leaders at the centre of travel programmes.”
Amadeus suggested that AI tools would soon be able to detect trip “intent” through emails and calendars, allowing them to “proactively suggest” flights, hotel and transport based on this information.
Travellers would also eventually benefit from “zero-touch” trips where bookings, payments, receipts and expense claims flow automatically between connected systems to significantly reduce the employee’s admin burden.
Other AI benefits include voice and hybrid booking, where travellers can manage their trips by voice or text across a range of devices and communication tools.
The report added that travel managers should be able to use AI tools to manage their policies more “dynamically”.
This includes monitoring events, demand and disruption in real time through “natural-language control”. AI platforms will also have the capacity to read policy documents to automate the configuration of systems and integrate sustainability goals by bringing carbon “impact” into booking decisions.
The report is based on insights from executives at Amadeus, Flight Centre Travel Group and Microsoft, as well as corporate travel managers from UBS and the Institute of Travel Management (ITM).
Graeme Milne, who is Amadeus’ head of corporation sales for the UK, Ireland and Nordics, told BTN Europe the “biggest bottleneck” for travel managers was not having enough time to be strategic because there were “lots of siloed areas” they needed to manage.
“By picking these different tasks within their business and applying AI to them, you can make a real difference – they might be small things but they add up and can happen quickly,” he added.
“By doing this you create the time for travel managers to elevate their role and promote the travel programme. They can’t currently do that because they have so many administrative tasks that need to be done.”