FCM, a global leader in travel management in nearly 100 countries, has deployed its next-generation virtual assistant, SAM, to its South African customers, bringing conversational AI technology designed to tackle the real-world travel challenges facing local businesses.
Sam is more than just another chatbot, so it uses machine learning to predict traveller needs. This ranges from real-time itinerary changes spurred by flight delays to aggressive compliance checks on company bookings. The system learns from any interaction and offers increasingly personalized recommendations, whether users are booking trips from headquarters or managing disruptions on mobile during airport delays.
Available across FCM's own platform, apps and browser extensions, SAM handles the practical scenarios that South African business travelers encounter every day. The system also provides contextual budget advice that takes into account factors in RAND exchange rates and local supplier pricing trends and ensures that all bookings comply with the company's travel policies.
Important Benefits of SAM:
- Real-time solutions: From checking airport security wait times to check visa requirements, Sam will provide instant and accurate answers to keep travelers on track
- Personalized and aggressive support: Samtailors recommendations, including the best flight class suggestions for future trips and loyalty benefits, based on user preferences.
- Seamless Multi-Platform Access: Through mobile, desktop or chat, SAM offers a consistent and intuitive experience across all channels
- Unplanned Events:Sam will become a traveler's go-to companion in times of confusion as he offers virtual assistance in delays, cancellations and emergencies.
- Enhanced security and compliance: SAM gives users peace of mind by ensuring data privacy and compliance with robust, centralized processes
- Behind the scenes “playbook” adaptability for travel managers:As connected intelligence, interactions with SAM can be configured to meet the needs of customers, and travel managers create unique experiences that drive program goals, set them apart from what is currently available in the market.
“There's a lot of noise in the market right now about AI, but it's focused on providing practical solutions to solve the real problems our clients face every day.” “South African companies need agility whether they change their schedules at the last minute, navigation of local disruptions, and evolving visa regulations.
The launch addresses the growing demand from South African companies for digital solutions that quickly adapt to changing business conditions. Beyond basic queries, SAM features provide real-time visibility into employee movements, becoming increasingly important to obligations of care, providing configurable management tools that help travel managers drive program goals while streamlining operations.
SAM handles a wide variety of scenarios across user types.
- Travelers ask: “What is the security line at Heathrow now?” or “Are you loyal to your next trip?”
- Necessary travel bookers: “Are there any travelers in Paris today?” or “Connect me to an agent.”
- The travel manager said, “Are there any employees traveling internationally this week?” or “What is my support ticket status?”
The system guarantees data privacy through a robust, centralized process, providing a seamless experience, whether accessed on the head office desktop computer via the airport's mobile app.
“Our markets are more than digitising old processes. We need to bring real value by reducing friction,” Mafojane added.
