AI agents streamline their operations behind the scenes, but people still rely on people due to the emotional and logistical disruption of travel disruption.
On business trips, trust and support cannot be automated. Sector leaders are responsible for leveraging new technologies like AI agents, but this comes with warnings.
As consumers become accustomed to AI at the travel frontend, and use it to create itineraries and spark inspiration, its role in business travel has also evolved. By extracting real-time data from hotels, airlines and train companies, AI can optimize booking flows, predict disruptions, and increase personalization. AI-powered chatbots help handle customer queries, allowing travelers to get the right support right away. Providing 24/7 assistance to customers around the world with the help of AI is key to reducing trust and pressure in our customer support team.
The reality of business travel disruption
Nowadays, confusion is part of the travel norms of modern business travelers. Eight in 10 people who have experienced globally experienced travel disruptions in 2024 must realize that business travel is not only an investment, but genuine business outcomes depend on productive and efficient engagement.
Since the pandemic, the corporate world has rediscovered the value of face-to-face meetings and meetings. This new value means a surge in business travel interest. AI is a powerful tool in fostering this revival, speeding up bookings (or rebooking) and planning and minimizing logistical errors, but it cannot answer all questions.
Travel disruption is synonymous with missing corporate opportunities. TravelPerk data shows that 85% of people traveling for work have
I experienced a decline in productivity due to travel issues. This underscores the need for a resilient customer support structure.
Empathy gap
Travelperk data revealed that when things get cheated, human customer care agents are the preferred choice, with 31% of people traveling for work preferring to talk to humans on the phone. At the heart of this, travel is a human experience and when things go wrong, we don't want automated responses. We want human security.
Although AI systems are rapidly advancing, they continue to face challenges in accurately interpreting subtle human contexts and demonstrating empathy, especially in high-stake or emotionally complex interactions. Despite these limitations, AI has played a more important role in customer support in the recent past, due to significant improvements in language processing and contextual inference. Progress is ongoing, but human judgment and empathy are still essential.
Smart technological strategies have people at the heart of it
AI systems are driven by human experience and are truly valuable here. As they evolve and develop, they can be implemented to provide transformative business measurements and results. However, smart organizations don't abandon people for technology and need an integrated approach.
The future is hybrid. Travel is unpredictable. You can automate flight rebooking, but empathy and security are just as important as speed. People want to feel supported, not handed over to the decision tree.
In the case of Travelperk, we continue to invest in people's teams and technology solutions. It is crucial to our success and ensures business trips are progressing and painless. For me, nothing more important than allowing businesses to grow and connect globally. Our strategy reflects this.
Agent AI can manage everyday tasks, but humans should guide resolution. Combined human-centric technology strategies provide customers with speed, data-driven insights and trust.
The real innovation in business travel technology is not about changing people, but empowering them through modern technology.
About the author
Robin Smith is the CTO of Travelperk. TravelPerk: A simpler and smarter way to manage your travels and expenses. From buildings to meeting rooms, travel continues to drive businesses forward. We're here to make it simpler and smarter. For everyone. With its best travel inventory, smart management tools, 24/7 support and an easy-to-use platform, you give travelers freedom while managing your business. Costs are controlled. It saved me time. Productivity has been improved. It is supported by world-class investors including SoftBank, General Catalyst, Kinnevik, Greyhound Capital, Felix Capital, Target Global, LocalGlobe, Spark Capital, Heartcore, Atomico Capital, EQT Growth, and Notous Partners. It redefines travel and expense management. Let's help you redefine what's yours.
Featured Image: Anna Still
