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Egencia expands chat capabilities with Slack integration

4 min
Posted: 29 June 2022
Chat Service Now Feature Slack Integration

Egencia gives travelers more choice and self-service options for managing business travel bookings

London, UK – June 29, 2022Egencia, the only proven B2B travel tech platform, today announced the integration of messaging service Slack with Egencia Chat on desktop and via the Slack mobile app. This integration is the only business travel solution that combines the power of artificial intelligence (AI) and machine learning (ML) with live one-on-one access to expert travel consultants within Slack. Last month, Egencia conducted a pilot program with select customers to test features and gather actionable feedback so the experience could be enhanced prior to the global launch.

Since its launch in 2019, Egencia Chat - an AI powered virtual assistant with a human touch - has proven successful with customers, achieving an impressive +50 Net Promoter Score in 2021. Egencia Chat is purpose-built with advanced and highly intelligent support from AI and ML technologies to give business travelers personalized answers with self-service connection to current, past, and cancelled bookings. More than 75,000+ users had 125,000+ chat interactions in 2021, both virtual and with Egencia’s travel consultants.

More than 600,000 businesses globally use Slack. Egencia customers using the messaging tool will benefit from user-role dependent, personalized responses when they activate Egencia Chat in Slack. Travelers can use the tool to change travel dates, while travel managers can approve, request more information, or reject a booking request. It also provides site navigation, serving relevant help articles to answer simple queries. Most importantly, more complex requests are supported by Egencia’s expert travel consultants who provide service in 32 languages. Virtual agent support is available in several languages with assistance available 24 hours a day, 365 days a year.

John Sturino, Egencia’s VP Product & Technology, said: “Business travel is rebounding quickly, and the rapid pace of this return has put stress on the entire travel eco-system causing significantly high call volumes. Our Slack integration with Egencia Chat could not come at a better time when travelers need more self-service choices the most. We’re committed to using AI and ML to constantly improve the process of both arranging and managing business trips on the road. We want our customers to have a smooth, seamless experience in whatever platform they are already using, and Slack is the first of many initiatives we have planned to achieve that.”

Slack pilot customer, Kristin Neibert, said: “Our teams use Slack by default to communicate. Adding tasks that we can accomplish within Slack brings welcome efficiencies. If colleagues are using Slack to discuss where to stay on a business trip, we can just search for the best hotel within Slack and book it there and then. And if plans change, you don’t have to pick up a phone, go on hold, play phone tag, or wait for a support email. Our teams love the convenience and ability to self-serve while they’re on the road and our managers are confident any issues will be resolved by the AI-powered virtual agent or an Egencia travel consultant, all within a tool we’re already using.”

Egencia will be at the Business Travel Show in London at booth G41 on June 29-30, 2022. If you are interested in a demonstration of the Slack integration functionality, please visit: https://www.egencia.com/en/request-demo.


About Egencia

Egencia – an American Express Global Business Travel Company – is the only proven, global B2B travel tech platform. Originating from the labs of global tech giants, we deliver the best user experiences, unmatched content, and unbeatable service to more than two million travelers worldwide. As part of the most valuable marketplace in business travel, Egencia is in a league of its own with industry-leading data insights and AI-driven innovation that powers the travel programs of 9000+ companies in more than 60 countries.

Connect with us on egencia.com and follow us on Twitter and LinkedIn. 

About American Express Global Business Travel

American Express Global Business Travel (Amex GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, and meetings & events for companies of all sizes. We have built the most valuable marketplace in B2B travel to deliver unrivalled choice, value and experiences. With travel professionals in more than 140 countries, our customers and travelers enjoy the powerful backing of American Express Global Business Travel.

Visit amexglobalbusinesstravel.com for more information about Amex GBT, and follow @amexgbt on Twitter, LinkedIn and Instagram.

© 2022 Egencia LLC. All rights reserved.

GBT Travel Services UK Limited (GBT UK) and its authorized sublicensees use the “American Express Global Business Travel” trademark under a limited license from American Express. “American Express” and the American Express logo are trademarks and the property of American Express Company or its affiliated or related companies (American Express). GBT UK is a subsidiary of Global Business Travel Group, Inc. (NYSE: GBTG). American Express holds a minority interest in GBTG, which operates as a separate company from American Express.

Media contacts

Taylor Aaron | Senior Manager, Global Communications | taaron@egencia.com

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