Tuesday, June 3, 2025
American Express Global Business Travel upgrades Egencia with advanced AI, delivering faster, smarter support and seamless travel management for business travelers worldwide.
American Express Global Business Travel (AMEX GBT) is making a major leap forward by enhancing the virtual agent on its Egencia platform to deliver a smoother and more efficient experience for business travelers. This upgrade focuses on leveraging cutting-edge technology to provide faster, smarter assistance that anticipates traveler needs and addresses them in real time. The goal is to simplify every step of the booking and travel management journey, helping users navigate their trips with ease and confidence.
By advancing the virtual agent’s capabilities, AMEX GBT aims to offer highly personalized support tailored to each traveler’s unique preferences and habits. This intelligent system provides relevant recommendations and solutions instantly, eliminating unnecessary delays and reducing the need for manual intervention. Enhanced communication flows and quicker response times will allow Egencia users to manage their travel plans more intuitively, minimizing stress and improving overall satisfaction across global business travel operations.
The upgraded virtual agent is designed to handle inquiries in ten different languages, including widely spoken ones like English, French, Spanish, and German. It can efficiently resolve common issues such as password resets or adding frequent flyer numbers, enabling travelers to get quick answers without needing to wait for human support. This self-service functionality not only boosts user convenience but also frees up human consultants to focus on more complex and creative tasks that require a personal touch. During a pilot phase conducted in November 2024, nearly one-third of users were able to resolve their queries immediately through the virtual agent, bypassing the need for live assistance.
Alongside the virtual agent enhancements, AMEX GBT has also introduced significant upgrades to the AI-powered analytics and reporting dashboard available on the Egencia platform. By integrating Natural Language Query (NLQ) technology, users can now interact with data analytics in a more natural and intuitive way. Instead of relying on complex commands or structured inputs, travelers and travel managers can simply ask questions in everyday language. For instance, users can query, “What was the spending over the last three quarters?” and receive instant, clear insights without navigating complicated reporting tools.
This advanced feature supports complex queries that include multiple data points simultaneously. Users can ask multi-faceted questions such as, “What are the spend, transaction volume, and average ticket price for air travel in Paris in 2024?” and get comprehensive, detailed responses. Currently, this NLQ capability is in a beta testing phase, with plans for a full launch scheduled in 2026. This upgrade promises to transform how travel data is accessed and interpreted, making it easier for companies to monitor costs, optimize budgets, and make informed decisions quickly.
AMEX GBT’s commitment to enhancing the Egencia platform reflects the company’s broader mission to innovate and improve business travel through technology. By combining robust virtual assistant functions with powerful data analytics, the platform offers a more responsive, personalized, and efficient travel management ecosystem. This approach not only improves the traveler experience but also empowers travel managers with actionable insights to drive smarter spending and operational efficiency.
In an increasingly global and fast-paced business environment, these enhancements position AMEX GBT and Egencia as leaders in digital travel solutions. The upgraded virtual agent and advanced analytics capabilities work hand in hand to reduce friction, streamline processes, and deliver greater value for corporate clients and their travelers around the world.
For more information about these innovations and how they can support your travel program, please visit amexglobalbusinesstravel.com.
