AI agents are streamlining operations behind the scenes, but for the emotional and logistical chaos of travel disruption, people still turn to people.
In business travel, trust and support cannot be automated. Sector leaders are tasked with the responsibility of capitalising on new technologies like AI agents, but this comes with a warning: don’t become over-reliant.
As consumers become more accustomed to AI at the front end of travel, using it to create itineraries and spark inspiration, its role in business travel is evolving too. By extracting real-time data from hotels, airlines and train companies, AI can optimise booking flows, predict disruptions and increase personalisation. AI-powered chatbots can help process customer queries so travellers have the right support immediately. Providing 24/7 assistance to customers worldwide with the help of AI is key to reducing reliance and pressure on customer support teams.
The reality of business travel disruption
Disruption is now part of the travel norm for modern business travellers; nearly 8 in 10 people travelling for work globally experienced travel disruptions in 2024. Companies must recognise that business travel is not only an investment, but that genuine business outcomes hinge on productive and efficient engagement.
Since the pandemic, the corporate world has rediscovered the value of face-to-face meetings and conferences. This newfound value means that business travel interest has surged. AI has been a powerful tool in facilitating this resurgence – it enables faster booking (or re-booking), planning and minimises logistical errors but it cannot answer all questions.
Travel disruption is synonymous with missed opportunities for businesses. TravelPerk data shows that 85% of people who travel for work have
experienced a decline in productivity due to travel issues. This underscores the need for a customer support structure that is resilient.
The empathy gap
TravelPerk data has revealed that when things go awry, 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. At its core, travel is a human experience, and when things go wrong, we do not want an automated response, we want the reassurance of a human being.
While AI systems have advanced rapidly, they continue to face challenges in accurately interpreting nuanced human context and demonstrating empathy, particularly in high-stakes or emotionally complex interactions. Despite these limitations, AI has taken on a more important role in customer support in the recent past, driven by substantial improvements in language processing and contextual reasoning. Progress is driving on, but human judgment and empathy remain essential.
A smart tech strategy has people at its core
AI systems are driven by human experience, and this is where they are truly valuable. As they evolve and develop, they can be implemented to deliver transformative business measures and results. However, a smart organisation does not forsake people for technology, it takes an integrated approach.
The future is hybrid. 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.
For TravelPerk, we have continued to invest in our people team and technology solutions. It has been integral to our success and ensures that business travel proceeds and is pain-free. For me, there is nothing more important than enabling a business to grow and connect globally, and our strategy reflects this.
Agentic AI can manage routine tasks, but humans should lead on resolution. A combined human-centred technology strategy offers customers speed, data-driven insights and trust.
True innovation in business travel tech isn’t about replacing people, it’s about empowering them through modern technology.
About the Author
Robin Smith is CTO at TravelPerk. TravelPerk: the simpler, smarter way to manage travel and expenses. From building sites to boardrooms, travel keeps companies moving forward. We’re here to make it simpler, and smarter. For everyone. With the best travel inventory, smart management tools, 24/7 support, and an easy-to-use platform, we give travelers more freedom while keeping companies in control. Costs controlled. Time saved. Productivity boosted. We’re backed by world-class investors like SoftBank, General Catalyst, Kinnevik, Greyhound Capital, Felix Capital, Target Global, LocalGlobe, Spark Capital, Heartcore, Atomico Capital, EQT growth, and Noteous Partners. We’re redefining travel and expense management. Let us help you redefine yours.
Featured image: AnnaStills
