Major developments like OpenAI’s Operator and other “AI agent” tools are increasing everyday access to AI technology; sparking fresh debate about the future of business travel booking.
AI is transforming backend operations by cutting hours from planning, unearthing smart insights from expense management data and powering faster decisions at scale. Yet, AI still struggles with the complexities and emotions of travel disruption. In moments like those, automation isn’t always the answer; it’s the human support that matters most.
With disruption becoming the norm rather than the exception and nearly 8 in 10 people travelling for work globally experiencing travel disruptions in 2024, blending technological innovation with human empathy and problem-solving is the key to making the traveller experience as smooth as possible.
Where AI can enhance business travel
As consumers become more accustomed to AI at the front end of travel, using it to create itineraries and spark travel inspiration, its role in business travel is evolving too. We have seen most success behind the scenes, enhancing our teams and freeing up their time to focus on supporting customers. We call this our ‘human-first AI’ approach. We identify the real customer pain points and leverage AI to eliminate those problems.
By extracting real-time data from hotels, airlines and train companies, AI can optimise booking flows, predict disruption and increase personalisation. AI-powered chatbots triage customer queries so travellers have the right support, right away. Providing 24/7 assistance to customers worldwide with the help of AI is key to reducing reliance and pressure on customer support teams.
In customer care, where AI still falls short is understanding context and making informed decisions. However, even if today’s solutions fall short, the pace of developments over the past two years show that these challenges can be resolved. The momentum is there.
In business travel, where stakes are high, time is tight, and changes are constant, the need for human-led interpretation remains essential.
Why the human touch still matters in the era of AI agents
We have all experienced the feeling of panic caused by a delayed or cancelled train, the last minute dash to the platform or dreading the call to your boss that you might miss that all important meeting. For my team, in-person connection is vital. Whether it’s our annual department offsite to discuss strategy for the year or to tackle specific challenges or bug testing; it’s far more valuable and efficient when you’re in the room together.
Travel disruption doesn’t just mean a delay – it can mean missed opportunities. TravelPerk data shows that 85% of people who travel for work said they experienced a decline in productivity due to travel disruptions. In these high-stakes scenarios, interacting directly with a human customer care agent remains the preferred choice, with 31% of people who travel for work preferring to talk to a human by phone.
This isn’t a rejection of innovation. It’s a reminder of what people who travel for work really need and want, and for this to be the priority. Travel can be unpredictable. You can automate the rebooking of a flight, but empathy and reassurance matter just as much as speed. People want to feel supported, not handed off to a decision tree.
That’s why the best tech companies don’t see AI agents as a replacement for people, but as an enhancer. Agentic AI can take care of the day-to-day operations and humans take care of the resolution. Together, they offer speed, trust and authenticity – something neither can deliver alone.
But can AI manage all of business travel yet?
In the rush to roll out AI features, there’s a risk of creating tools that overcomplicate rather than simplify the traveller experience. Instead, there needs to be a focus on value-driven innovation.
At TravelPerk, we relate it back to our core values – providing a 7 star service and maintaining human connection. Just because something can be automated doesn’t mean it should be – efficiency is great, but things may not always be better as a result. Being human-first and keeping that connection is what drives how we decide what to change from a technology perspective. This is the key to unlocking smarter travel, without losing the human touch that makes it work when plans fall apart.
Robin Smith
Robin Smith is SVP Technology at TravelPerk.
