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so the search experience via Skype should allow for this.” He adds that although it’s small numbers


using the functionality, those that do use it are coming back. Filipov also believes the technology com-


munity needs to do a better job of informing people of the benefits of using bots. “Right now we work with the tech enthusiasts and early adopters. We think that over time, this will become mainstream and also, this is the precursor to voice.” Egencia-owned Traveldoo also has


plans in this direction. Chief operating officer Dan Fitzgerald says the company is piloting an internal messaging platform, which is similar to Slack. If suc- cessful, the platform could be rolled out to customers. Traveldoo is also looking at the potential


for bots in business travel management, although Fitzgerald believes they won’t get really sophisticated until all the data around traveller behaviour and preferences can be put to good effect. That said, Traveldoo is testing chatbots


around its expense management support which, says Fitzgerald, are simple queries that lend themselves to a chatbot solution. He adds that they also help compliance and make for a smoother experience for travellers. Earlier this year, travel and expense


management specialist Concur announced a pilot bot using the Slack messaging tool. The bot enables conversation with travellers on trip itineraries as well as help with expenses.


Start-up in the spotlight


Jambo is a location-based app that helps business travellers connect with other professionals from both within and outside their organisations. The app works by identifying common interests before helping travellers make connections. There is also the ability to set up


in-app communities, called Jambo Tribes. These are groups of individuals with a shared interest, common skills, or people within the same company. According to founder and CEO Laura Stembridge, companies need to do more to engage employees and help them be more productive on the go. She also believes with more millennials joining the workforce, these types of services will be more in demand.


The start-up has seen some success recently, being selected as one of two companies to take part in the Marriott Testbed accelerator initia- tive. The accelerator provided a live hotel environment, as well as expert advice for Jambo to prove itself. The company, which received angel investment, recently joined a group of young companies on a three-day trade mission to Madrid as part of the London Mayor’s Interna- tional Business Programme.


VIRTUAL ADVANCES It seems as if most airlines now also have a bot, mostly via Facebook Messenger, although some carriers have brought in additional technology specialists, such as Travelaer’s work with Icelandair on its booking bot. Aeromexico has also been making progress in this area with a ‘bots in groups’ service near launch. The service enables a group to involve the Aeromexico bot in their group chat, share a selected flight with a group, use push notifications around check-in, flight status and boarding and check-in and receive boarding passes. Brian Gross, vice-president of e-commerce


for Aeromexico, says he sees bots now falling into to four distinct areas: sales, in- spiration, service (such as boarding passes) and frequently asked questions. And technology supplier Caravelo has


just launched a chatbot called Vale for Mexico-based low-cost carrier Volaris. The bot enables ticket sales and other services for the carrier via Facebook Messenger. Vale will initially just be available to loyalty club members. CWT’s Kelly says bots definitely add


value. “We’re rolling out chatbots and from a business point of view it means we can manage resources better and bring the expertise of the people to the more complex type question.”


CORPORATE EVOLUTION All these developments, whether messag- ing and collaboration platforms as Slack, chatbots or peer-to-peer reviews, are edging their way into the corporate travel world. It’s becoming the way many people


conduct their daily working lives using social and collaboration tools. And, as the work- force becomes more mobile and needs to stay productive on the move, this will only increase. It’s only natural, therefore, that it would


seep into business travel management. Rocketrip founder and chief executive Dan Ruch says it uses Slack for internal communication and its travellers use in-app chat when they have questions. “Enterprise messaging apps like Slack are far from ubiq- uitous in travel management, but are part of an important evolution in how companies interact with employees,” says Ruch. “Just a few years ago, email-based automa-


tion of expense reporting was still new and unproven. The next generation – instant messaging-based bot support – came about much quicker: the development of employee-focused travel management systems has accelerated.” ◆


BUYINGBUSINESSTRAVEL.COM BBT May/June 2017 53


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