Artificial Intelligence is the buzzword for 2017. AI has infiltrated industries as diverse as personal shopping, executive recruitment and medical diagnostics. Transformational fervor around AI has fizzled in the past, but AI-powered messaging platforms have energized innovation of late. Microsoft Harnesses Machine Learning for Sourcing “The only way that we can serve our travelers is by turning them into data,” travel management provocateur Eric Bailey told BTN. As Microsoft director of travel, venue sourcing and payment, he has pretty much ditched travel policy for a traveler-centric approach, and machine learning has emerged as critical to the effort. Enter the chatbot travel assistant. Startups have thrown down the gauntlet, enabling “virtual travel assistants” as early as 2015; Pana’s irreverent pitch to enterprises in October 2015 began: “Friends Don’t Let Friends Use Concur.” Several more have followed suit: HelloGbye, Mezi, TripActions, 30SecondsToFly and others have introduced mobile travel assistants, touting booking capabilities, with or without integrated corporate policies; offering proactive alerts and disruption support; and even expanding recommendation capabilities to local restaurants and entertainment, which is atypical for corporate travel agency services. So far, the startups have targeted individual corporate travelers and smaller enterprises that have lightly managed programs, minimal preferred supplier agreements and straightforward travel itineraries. But it gets sticky for a bot to digest data and make judgments for negotiated, global managed travel programs that contend with policy parameters, frequent trip disruptions and traveler-initiated changes. That hasn’t stopped established managed travel players from Concur to a number of travel management companies from pursuing similar AI strategies. After it acquired Hipmunk last October, Concur was particularly excited about the Hello Hipmunk AI tool, Concur EVP of platform and data services Tim MacDonald told BTN. He said Concur planned to act as an incubator for Hipmunk to work on bots to benefit the Concur enterprise product suite. On the TMC front, Carlson Wagonlit Travel’s Carla avatar has been in beta for several years, while Australia-based FCM Travel Solutions introduced its message-based mobile travel assistant Sam, which stands for SmartAssist Mobile, last July in the U.S. FCM plans to roll Sam out to Europe and Asia this year. American Express Global Business Travel has not announced a chatbot, but Oliver Quayle, VP of product marketing and innovation for Amex GBT and KDS now that the two have merged, cited GBT’s database as central to KDS’s post-merger innovation map, which looks like it will favor AI and machine learning and may build on the predictive and personalized approach of KDS’s Neo booking tool. Startup Ditches Mega for App Solution ThoughtSpot may be a small company, with 100 travelers, but it’s got big ambitions and international office locations. After launch, it chose a mega agency and a well-known expense provider. ThoughtSpot enjoyed the service and the agency rates, but as an agile startup, it was looking for a level of technology innovation it wasn’t getting from the big agency. What’s the Goal? “When I talk internally, I always tell the story of the great travel agent during my time as a road warrior at IBM when I traveled 150 nights a year,” said Travelport senior director of product innovation Nathan Bobbin. “She knew everything that I wanted in my constantly changing schedule. She’d say, ‘Hey, I know you’re supposed to go home, but instead, you are going to Tel Aviv. So here’s the trip I booked for you. You’re at the Marriott because I know you love Marriott; I didn’t take the early flight because there was no aisle seat. There’s an extra connection, but I knew you’d be OK with that …’ And she was always right because she knew all that stuff about me. That’s the experience powering the dream of AI, machine learning, personalization and mobile, where all those capabilities come together so that everyone can have one of those amazing travel agents in their pocket.” Microsoft global director of travel, venue sourcing and payment Eric Bailey painted a comparison that makes today’s standard corporate online booking tool experience seem absurd. “You can almost go through the insane conversation you would have with an OBT: ‘Please give me an hour with a plus- or minus-three-hour range as to when you want to leave. In return, I’ll give you the lowest price without any reference to what your preferences are, and I don’t care if it’s a dollar cheaper or $1,000 cheaper.’” Personalization and predictive results are just two features chatbot travel assistants aim to provide. Amid 24/7, globalized business and travel disruptions, imagine round-the-clock alerts and predictive rebooking support. Also within reach are expanded services that can recommend local restaurants and make reservations or that can identify entertainment and fitness options that appeal to the individual traveler. Indeed, some apps like Mezi and Pana claim they already can handle some of these details. How Do We Get There? The short answer is data—and lots of it. Co-founder and CEO Swapnil Shinde described Mezi’s behind-the-scenes structure: “When a user sends a message to Mezi, several different chatbots begin collaborating with one another. If AI detects that the user’s intent is to look and book flights, a flight chatbot will start talking to the customer. If the intent is hotel, a hotel bot will talk to the customer. So then we have a bot for dining and one for payments; we even have a bot for reminders and marketing.” Aternate Route for AI Bots: Agency Tech Everyone who talks about travel bots mentions Lola. Co-founded by Paul English, former co-founder of Kayak, it has focused on consumer travel, though its website refers to “premier partnerships” that give executives of “select companies” access to its services. Early press focused on the team’s effort to evolve travel agency tech, with an expectation that the company would pursue that market, where artificial intelligence could transform the current green-screen environments and increasingly fragmented content. All these bots are powered by data feeds. Mezi uses global distribution system content, Expedia content, Priceline content. TripActions, for another example, has agreements