How Amex GBT blends AI with agents

To free up human agents for more critical tasks, the world’s largest TMC is using AI to read and respond to trip requests via emails

Since splitting from American Express a decade ago, Amex GBT has become a major player in the industry, facilitating $6.3 billion in travel bookings for 20,000 companies last year. It's probably the largest travel management company by revenue, although comparisons are difficult due to the opacity of competitors' financials. In March, Amex GBT announced plans to acquire CWT for $570 million, but the U.K.'s Competition and Markets Authority is reviewing the deal, delaying the merger until next year. Skift got an update from Evan Konwiser, chief marketing and strategy officer.

Key takeaways

• Konwiser emphasized Amex GBT's evolution from a predominantly services company to a software and services hybrid;
• Konwiser described how Amex GBT is leveraging AI. One example: AI-driven email service can improve efficiency and free up human agents for more critical tasks;
• The company wants to create more integrated experiences across travel, payments and expense management.

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