American Express Global Business Travel (Amex GBT), a provider of travel software and services, has launched new AI-driven customer support solutions. The new offerings enhance traveler experiences through a Large Language Model (LLM) chat system that offers intuitive support through a virtual agent capable of understanding complex queries. Additionally, a Natural Language Query (NLQ) feature has been integrated into their Egencia Analytics Studio, allowing travel managers to access vital program data using straightforward questions.

John Sturino, Senior Vice President of Travel Products and Engineering at Amex GBT, stated: > “Amex GBT has been using AI 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. AI gives us the opportunity to empower our customers with smarter, more intuitive ways to manage their travel preferences.”
The virtual agent, designed for Egencia clients, can respond to inquiries in ten languages, including English, Spanish, French, and German. It has shown to improve efficiency and self-service among users. Insights reveal that a substantial portion of trial participants utilized this tool without the need for additional consultant support.

The NLQ function is set to simplify data analysis for travel managers by transforming complex data into accessible visual formats, thus enabling insightful management of travel budgets and trends. This feature will be in beta until its full rollout in 2026.