A survey for Business Travel Show Europe which takes place June 19 –20 at London ExCel shows 40pc of respondents believe AI-powered chatbots and virtual assistants have simplified travel planning, with 16pc citing cost savings from better deals on flights and hotels, but respondents are concerned about data privacy threats and the limited ability of AI to handle complex situations.
Some concerns raised include worries about depersonalising business relationships, reducing the need for face-to-face interactions, and excitement about improved duty of care through AI monitoring travel alerts and employee locations.
Business Travel Show Europe will includes a session entitled ‘Will Generative AI deliver personalisation and more for travel managers and their travellers?’
Louis Magliaro of BTN group said it is vital to address data privacy concerns and ensuring AI complements rather than replaces human expertise and interaction. AI and particularly generative AI is THE topic on everyone’s lips, almost irrespective of the industry they are in. For business travel, AI has the power to impact our industry positively and negatively. We’re already seeing and have for some time through the use of chatbots how it can enhance the personalisation of travel management. It also presents exciting opportunities for streamlining processes and increasing efficiency, but it’s crucial for organisations to address concerns around data privacy and ensure that AI complements rather than replaces human expertise when it comes to customer service, and human interaction when it comes to meetings and events.”
