TMCs Using AI To Target ‘Low-Hanging Fruit:’ Inbound Email Automation

Asked how the world’s largest travel management company was applying artificial intelligence, American Express Global Business Travel CEO Paul Abbott in December said inbound email automation was “the biggest area of low-hanging fruit.”

Another big multinational TMC, FCM, recently launched a new feature to rank the urgency of inbound traveler emails and route them accordingly to agents. BCD Travel last year was at work on an AI bot to sift through traveler emails and understand their intent. A crop of tech firms, meanwhile, has been courting TMCs with tools designed to manage the crush of emails that ask agents, in idiosyncratic natural language, for a copy of an itinerary or a cancellation or a trip booking…READ MORE