The Skift Travel Podcast How Artificial Intelligence Is Transforming Business Travel
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Jul 3, 2025 Join Marilyn Markham, VP of AI & Automation Strategy at American Express Global Business Travel, and Rodrigo Acuna Agost, Head of Research and AI Center of Excellence at Amadeus, as they dive into the transformative power of agentic AI in business travel. They discuss how this cutting-edge technology goes beyond just providing information, emphasizing its role in enhancing productivity and customer engagement. The duo also tackles concerns about job security, the need for ethical AI development, and the challenges of integrating AI into travel management.
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Defining Agentic AI
- Agentic AI combines autonomy, interaction, and mission-driven actions to perform tasks beyond mere conversation.
- This enables AI to take meaningful actions and unlock new possibilities in travel technology.
AI Assisting Travel Agents
- American Express GBT uses AI policy assistants to help agents quickly access travel policies.
- Their FAQ chat bot handles about 60% of queries, deflecting 30% of questions from human agents.
Amadeus AI Agents in Action
- Amadeus deploys AI agents specialized for flights, hotels, and transportation in production systems.
- These agents support chatbots like Cytrick Easy, improving user travel booking experiences.