New AI solutions for business travel launched by Amex GBT

American Express Global Business Travel (Amex GBT) has announced new AI-driven enhancements to its Egencia platform, building on its existing virtual agent and reporting tools to improve both traveller and travel manager experiences.

The company has enhanced its existing virtual agent for Egencia customers by integrating large language model (LLM) technology, enabling more natural interactions in English and French and several other languages.

Trained on help centre content, travellers get on-demand support through more intuitive interactions with a virtual agent that responds to requests more naturally.

According to Amex GBT, nearly one-third of trial users were able to self-service without escalating to a live consultant.

“AI gives us the opportunity to empower our customers with smarter, more intuitive ways to manage their travel preferences,” said John Sturino, senior vice president of Travel Products and Engineering, adding the company “has been using AI for years to enhance the customer experience.”

On the reporting side, Amex GBT has added a natural language query (NLQ) feature to the Egencia dashboard. Currently in beta, this tool lets travel managers ask plain-language questions and receive easy-to-understand insights on program metrics like spend, transaction count, or average ticket price. A full rollout is planned for 2026.

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