The use of artificial intelligence (AI) in the business travel sector is a topic of both excitement and concern among corporate travel buyers, according to recent data released by the Business Travel Show Europe.
The survey reveals that more than a third of corporate travel buyers are worried about data privacy threats stemming from AI usage, highlighting a significant apprehension within the industry. Additionally, a quarter of respondents express skepticism about AI’s ability to handle complex situations effectively.
However, there are also notable benefits recognized by respondents. Over 40 percent believe that AI-powered chatbots and virtual assistants have simplified travel planning and booking processes, while 16 percent cite potential cost savings from AI’s ability to secure better deals on flights and accommodations.
Despite these advantages, some concerns persist. Fifteen percent of respondents fear that AI may depersonalize business relationships, while 8 percent worry about a reduced need for face-to-face interaction. Nevertheless, a small percentage (5 percent) expresses excitement about the prospect of decreased face-to-face interaction.
On the positive side, 13 percent of respondents are excited about the potential improvements in duty of care facilitated by AI, such as real-time monitoring of travel alerts and employee locations.
Louis Magliaro, BTN group executive vice president, underscores the significance of AI in the business travel sector, noting its potential to both positively and negatively impact the industry. While AI can enhance personalization and streamline processes, concerns around data privacy must be addressed. Magliaro emphasizes the importance of ensuring that AI complements human expertise rather than replacing it entirely, particularly in customer service and human interaction.
The Business Travel Show Europe, scheduled for June 19-20 at London ExCel, will delve into these topics further with sessions exploring the potential of generative AI to deliver personalisation and efficiency for travel managers and travellers alike.