Amex GBT to deploy AI to streamline travel policy reviews and email servicing

American Express Global Business Travel (Amex GBT) is rolling out its first generative AI projects after launching an initiative earlier this year to help travel agents quickly understand lengthy client travel policies, improving accuracy and easing onboarding for new hires, per Skift. By allowing agents to interact conversationally with AI, the tool helps maintain compliance with client policies by being the go-to source for plain language policy information.

The second project automates email servicing by extracting information from customer queries—such as flights, hotels, and car rentals—and matching it with company travel policies. The AI presents top options for agent review, significantly reducing manual tasks and offering travelers a faster, more consistent experience. These initiatives are part of a broader AI strategy focused on efficiency and enhancing client services, overseen by a cross-functional AI oversight committee to ensure compliance and creativity across departments.