United StatesTravel and aviation2025 – ongoingAmerican Express Global Business Travel (Amex GBT)
LLM-based virtual agent for Egencia customer service
Amex GBT's Egencia virtual agent let nearly a third of trial users self-serve
Problem
Egencia customers with service questions had to wait for a travel consultant.
Approach
Amex GBT introduced a large language model-powered virtual agent for Egencia customers. It was trained on help center content and works in 10 languages, including English, French, Spanish and German. The company announced it in May 2025 after a trial phase.
Results
Takeaway
Amex GBT reported a trial result only. It gave no figures for the full rollout.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The article covers Amex GBT's new AI products. It describes an LLM-powered virtual agent for Egencia customers that works in 10 languages. It says nearly a third of trial users self-served without waiting for a travel consultant.
Full details are in the original sources.