retained business based on the promise of Zeno. He also believes that the artificial intelligence-based chat element, once opened up, has the potential to change today’s fee structure because of the improvement it will provide to the overall user experience. These sorts of developments can’t happen soon enough for travel buyers who, according to recent GBTA research, say live chat is one of the booking innovations they are most excited about offering in travel programmes to improve the user experience. Players are also working to integrate with this sort of
time compared to five years ago. Further improvements in user experience are likely to come in continued partnerships between TMCs and technology companies such as the ATPI- Serko tie-up. Another good example is the Rocketrip and Sabre announcement with Rocketrip becoming a preferred partner for the GetThere tool. And, earlier this year during the Business Travel Show, a number of these types of partnerships were unveiled with TMCs seeking to focus on what they’re good at and partnering with specialists in various areas for content or technology services.
LIVE CHAT IS ONE OF THE BOOKING INNOVATIONS BUYERS ARE MOST EXCITED ABOUT OFFERING IN TRAVEL PROGRAMMES
functionality as well as with customer relationship management technology and office tools such as email. Amadeus Cytric is a good example. It already works with SAP CRM tools and FCM with its chatbot, SAM. The study, supported by SAP Concur, reveals that evaluating and implementing new technology is one of the areas that is taking up more of travel buyers’
Looking ahead, there are unlikely to be giant leaps
in corporate booking tools. It will continue to be about partnerships as existing technology companies improve their offerings and start-ups bring emerging technologies to reinvent existing processes. Incremental improvements in the user experience are likely as additional functionality, such as chat tools and even voice, is made available via mobile devices.
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