by Jen Mallia
Last updated: 11:25 AM ET, Mon June 2, 2025
American Express Global Business Travel (AMEX GBT) is enhancing its virtual agent offering on its Egencia platform.
John Sturino, Senior Vice President of Travel Products and Engineering at Amex GBT, said: "Amex GBT has been using Al for years to enhance the customer experience. We will continue to focus on using the most advanced technologies to create the most seamless experiences for travelers, arrangers or travel managers. Al gives us the opportunity to empower our customers with smarter, more intuitive ways to manage their travel preferences."
Trained on data from the help centre, the virtual agent is designed to provide “on-demand support through more intuitive interactions with a virtual agent that understands and responds to complex requests more naturally,” according to AMEX GBT.
It can handle inquiries in ten different languages including English, French, Spanish and German. Questions it can answer include "how do I reset my password?" or "how do I add my frequent flyer number to my account?" Ideally, this means that it would free human consultants to do more creative or in-depth work. AMEX GBT reports that, during its testing phase in November of 2024, nearly a third of customers were able to find the answers they needed without having to wait and speak to a live consultant.
The company has also developed enhanced AI capabilities of its analytics and reporting dashboard using Natural Language Queries (NLQ). That means Egencia users will be able to ask questions in plain-language, for example: “"What is the quarterly spend for the last three quarters?"
The feature allows more than one data metric per question, such as "What is spend, transaction count, average ticket price (ATP) for air in the city of Paris 2024?" It is currently in beta with plans to fully release it in 2026.
Please visit amexglobalbusinesstravel.com for more information.
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