Keesup Choe is CEO of data intelligence platform PredictX
Forget incremental adjustments. Corporate travel is at the brink of a significant transformation, driven by next generation artificial intelligence agents. OpenAI’s new Operator agent, which it unveiled last week, represents this new wave, showcasing capabilities far beyond previous AI tools and heralding an era of ‘virtual full-time equivalents’ (VTFEs) that could redefine travel management.
In a compelling demonstration, Operator was shown logging into popular travel booking sites to autonomously orchestrate the entire travel booking process. It navigated interfaces, selected flights, checked hotel availability, and completed bookings with minimal human intervention, all tailored to specific user preferences. Although the demonstration focused on leisure travel, the relevance to business travel is unmistakable. This technology previews a future where such advanced AI agents could handle the time-consuming transactional aspects of itinerary management, allowing travel managers to become strategic architects of travel programmes.
The corporate travel industry, while initially cautious, is now recognising the immense value AI brings. We've moved beyond basic chatbots and price optimisation algorithms. This new wave of autonomous AI agents, exemplified by tools like Operator, is not about replacing human input, but about enhancing human capability.
These agents are designed to be powerful partners, operating independently to manage complex tasks, learn from data, and adapt to evolving needs – all under the strategic guidance of skilled travel managers. This isn't just automation; it's empowerment through autonomy.
The opportunity for travel managers
The rise of VFTEs isn't about shrinking travel management teams – it's about reshaping and elevating their function. AI agents are poised to streamline processes and unlock new levels of strategic value for travel managers across key areas.
Elevated itinerary design & traveller experience: AI agents will handle the complexities of personalised itinerary creation, dynamically adjusting to real-time data and traveller preferences. This isn't about sacrificing traveller comfort for cost; it's about leveraging AI to create smarter, more personalised, and more satisfying travel experiences within budget. Travel managers can then focus on defining the strategic parameters, ensuring AI aligns with programme goals and traveller wellbeing, and intervening with high-touch human service when needed.
Proactive traveller wellbeing & duty of care: Real-time tracking becomes truly intelligent, with AI agents proactively anticipating and managing disruptions, enhancing traveller safety and support. This strengthens the travel manager's duty of care responsibilities, providing them with powerful tools to ensure traveller security and wellbeing. Travel managers become guardians of traveller safety, empowered by AI's constant vigilance, not replaced by it.
Strategic financial management & data-driven insights: Automated expense tracking and dynamic budget optimisation are not about eliminating finance roles; they are about providing travel managers and finance teams with unprecedented data visibility and control. AI empowers them to move beyond reactive reporting to proactive budget management and strategic forecasting, identifying trends and optimising spending for maximum ROI. This transforms travel managers into data-driven strategists, capable of demonstrating clear value to the C-suite.
Optimised vendor partnerships & collaborative contracting: "RFP management agents" are not about adversarial negotiations with suppliers. They are tools to streamline and enhance the RFP process, allowing travel managers to analyse vast amounts of data and identify the best partnerships. This frees up travel managers to focus on building stronger, more strategic relationships with key vendors, fostering collaboration and innovation.
OBTs & TMCs become AI-powered strategic partners: Online booking tools will evolve into AI-powered command centres, providing travel managers with sophisticated platforms to oversee and manage their AI agent workforce. Travel management companies will transition into strategic partners, offering high-value AI oversight, specialised consulting, and the human expertise required to navigate complex situations and build strong supplier relationships. TMCs that embrace AI will be essential partners in this new era.
The human travel manager is more strategic than ever
The role of the human travel manager isn't diminishing – it's ascending. As Harvard Professor Karim Lakhani wisely stated, “AI is not going to replace humans, but humans with AI are going to replace humans without AI.”
Expertise will shift towards strategic programme design, complex problem-solving, human-to-human relationship building, and the ethical governance of AI agent utilisation. Travel managers will become orchestrators of the travel ecosystem, blending human insight with AI power to achieve unprecedented results.
While this AI-driven future is bright, it's crucial to address these key points proactively: data privacy and security, ethical AI and fairness, and workforce evolution.
With VFTEs handling sensitive data, robust security measures are paramount. Travel managers and IT/security departments will be at the forefront of implementing and overseeing strong data privacy protocols, building traveller trust and ensuring compliance. This is an opportunity to demonstrate leadership in responsible AI implementation.
Meanwhile, addressing potential AI bias is not a threat, but an opportunity to build ethical AI frameworks within corporate travel programmes. Travel managers can champion fairness and equity, ensuring AI agents operate within ethical guidelines and promote inclusive travel experiences. This positions travel managers as ethical leaders in the AI space.
Lastly, while automation will reshape some tasks, it will also create exciting new roles focused on AI strategy, oversight, and human-AI collaboration. The industry has an opportunity to invest in reskilling initiatives, empowering travel professionals to thrive in this evolving landscape. This is about workforce evolution, not displacement.
Embrace the AI revolution
The integration of AI agents in corporate travel is not just an evolution – it's a revolution that empowers travel managers to reach new heights of strategic impact and traveller satisfaction. Instead of a crossroads, corporate travel is approaching a launch-pad. The promise of efficiency, personalisation, and data-driven optimisation is real, and it's within reach.
For corporate travel leaders, the time to embrace this future is now. Experiment with AI agent technologies, invest in understanding their capabilities, and develop strategies to integrate these powerful tools into your travel programmes.
This is not just about adopting technology; it's about leading a transformation that will redefine corporate travel for the better. The question isn't whether AI agents will be part of the future – they already are. The question is: Will you, as a travel manager, lead the charge and harness their power to create truly exceptional and strategically valuable travel programmes?