Matthew Newton, chief architect at CWT, discusses the rise of Agentic AI, a new form of artificial intelligence that will revolutionize travel management. Unlike traditional AI, which requires human input, Agentic AI can autonomously handle tasks such as booking travel and optimizing itineraries. This technology enhances compliance by continuously monitoring and correcting bookings based on policies. While some may worry that AI could replace travel managers, the opposite is true. Travel managers will evolve to focus on strategic roles, guiding the use of AI to meet organizational goals. As AI takes care of routine tasks, it allows travel managers to create more value and build stronger relationships within the industry.
Matthew Newton, the chief architect at travel management company CWT, recently highlighted a transformative trend in artificial intelligence known as Agentic AI. This “third wave” of AI goes beyond generative AI, which relies on human prompts, by autonomously managing tasks such as travel bookings, itinerary optimization, and real-time disruption handling.
Agentic AI has the ability to set its goals and make decisions without human engagement. This innovation presents diverse use cases in the travel industry, significantly influencing travel management practices. For instance, imagine a future in which your AI agent negotiates car rental deals tailored to your preferences without needing your input. However, this doesn’t spell doom for human travel managers. Instead, it offers them an opportunity to provide enhanced strategic value to organizations.
Booking compliance in travel has historically been tricky, balancing policy enforcement with traveler convenience. While platforms like Egencia and myCWT have made strides in guiding employees toward compliant choices, Agentic AI elevates this process. It introduces machine-driven governance that continuously monitors bookings in real time, ensuring compliance is proactive rather than reactive.
With Agentic AI, travel processes shift from manual searches to automatic proposals, incorporating preferences, schedules, and policies seamlessly. This coordination between AI agents on both the client and travel management company sides fosters efficiency and enhances compliance.
Interestingly, as Agentic AI handles many transactions, the role of the travel manager evolves rather than disappears. Travel managers will focus on strategic aspects such as policy evolution, supplier relationships, and traveler well-being, rather than getting bogged down in everyday tasks.
As companies consider the role of travel management companies (TMCs), it’s important to understand that Agentic AI is not a standalone solution. While some organizations may develop their own AI systems, TMCs equipped with Agentic AI capabilities offer invaluable support in navigating supplier relationships and maintaining a seamless travel experience.
Ultimately, the presence of Agentic AI doesn’t diminish the importance of travel managers. Instead, it augments their role, shifting their focus to governance, design, and the evolution of travel programs. As AI becomes integrated into company cultures, organizations that effectively harness this technology will be well-positioned to thrive in the dynamic landscape of travel management.
Tags: travel management, Agentic AI, CWT, Matthew Newton, artificial intelligence, travel industry, booking compliance, travel managers.
What is Agentic AI?
Agentic AI refers to artificial intelligence systems that can make decisions and take actions on their own. These systems can learn and adapt over time, becoming smarter and more effective in solving problems.
Is Agentic AI a good thing?
Agentic AI can be beneficial because it can help automate tasks, improve efficiency, and offer new solutions to complex issues. However, it also raises concerns about safety, job loss, and ethical use. It’s important to balance its advantages with potential risks.
How will Agentic AI evolve?
Agentic AI is expected to evolve with advancements in technology and research. This includes improving its ability to learn from data, understand human emotions, and make more informed decisions. As technology progresses, we will see more sophisticated Agentic AI applications.
Will Agentic AI replace human jobs?
While Agentic AI can automate some tasks, it may not completely replace human jobs. Instead, it might change the nature of work, emphasizing creative and strategic roles where humans excel. This shift can lead to new job opportunities in different sectors.
Is there a risk of Agentic AI becoming too powerful?
There are concerns that powerful Agentic AI could operate beyond human control. Ensuring ethical use and creating strong regulatory frameworks are essential to prevent this. Ongoing discussions in the tech community focus on responsible development and safety measures for AI systems.