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Egencia Expands Chat Capabilities with Slack Integration

Egencia, 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 a self-service connection to current, past, and canceled 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.

About the author

Juergen T Steinmetz

Juergen Thomas Steinmetz has continuously worked in the travel and tourism industry since he was a teenager in Germany (1977).
He founded eTurboNews in 1999 as the first online newsletter for the global travel tourism industry.

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