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“Our goal is not to replace our workers, but rather empower them to make them more productive so they can automate certain tasks and focus on providing more value to our customers,” explains Adrian Lopez, who recently stepped into a newly created role as Head of AI for Corporate at Flight Centre Travel Group (FCTG).
Such has been the elephant in the room for concerned personnel throughout the world, in industries both large and small, ever since AI made its way into the workforce. “Will AI replace my job?” they wonder.
Boutique travel agencies think not. “While we believe in AI and are open to leveraging it, we lean into extreme personalization and surprise and delight our travelers, which can never be replaced by a machine,” explains Inspirato SVP Destination Experience, Ashlee Collins. “While ChatGPT and other AI tools can certainly provide a base or supplement an itinerary, it has a long way to go to fully replace human-planned trips.”
FCTG, one of the world’s largest travel management companies, has announced the establishment of an ‘AI Center of Excellence,’ a new global division that will focus on promoting, adopting and integrating artificial intelligence technologies into the company’s corporate divisions, Corporate Traveler and FCM. The company, which is headquartered in Brisbane, Australia, has company-owned leisure and corporate travel business in dozens of countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia.
“Our aim with the AI Center of Excellence is to start implementing AI solutions and tools quickly and in a responsible way,” says Lopez. “The increased focus on AI will first allow us to transform Flight Centre Travel Group and the company’s corporate divisions Corporate Traveler and FCM. As we begin to increase productivity and automate as much as possible with AI, we will in turn be able to further revolutionize the customer experience and look for ways to redefine the future of business travel innovation. By offering more personalized offerings and exploring new ways of booking, we can better serve our clients and deepen our connection with business travelers.”
According to the company’s press release, Lopez and his team will set the overall AI strategy for FCTG’s corporate brands and ensure the company is maximizing the potential around generative AI, while doing so “effectively, responsibly and in alignment with its business objectives.” The specialized team will implement best practices and provide research, support and training around AI, with a focus on improving efficiency and driving value to new and existing clients. They will look to find ways to seamlessly integrate the technology into the operations of the company’s business travel divisions Corporate Traveler and FCM.
FCTG established an AI Center of Excellence.
Flight Centre Travel Group
John Morhous, Global Chief Experience Officer of FCTG’s Corporate Brands, says, “AI is reshaping how we work, so it’s important that we learn how to use human and artificial intelligence together, while establishing governance and structure for using the technology. We want to be able to embrace the technology going forward as it will enable us to work smarter and more efficiently, which will ultimately help set us up for continued success.”
With the debut of the ‘AI Center of Excellence,’ FCTG will aim to strengthen the relationship between the human workforce and hands-on AI applications. The incredible automation and machine learning that AI offers could prove to be a perfect complement to the personal touch and natural intuition of the human mind. Furthermore, FCTG will leverage AI to enhance productivity and improve workflow optimization, allowing its teams to focus on priority initiatives and more creative-driven projects. FCTG has started to leverage AI through its existing FCM Extension product, which is an innovative browser plug-in that provides travelers with enhanced decision-making support. A new AI-integrated feature within FCM Extension allows travel managers to now enhance and speed up their communication to their travel community by creating custom, AI powered notifications around policy guidelines, sustainability choices, safety alerts and more.
The entire travel industry is swiftly feeling AI’s powerful impact. Airbnb recently acquired an AI startup and plans to use it as a ‘travel concierge’ to enhance user experiences. Lufthansa unveiled an AI assistant for business travelers called Swifty. Select airlines, such as Air New Zealand and Qantas, are using AI-powered software to determine fuel-efficient routes. Amadeus is working with Microsoft to pilot a new AI-enabled digital travel assistant.
Adrian Lopez, Head of AI for Corporate.
Flight Centre Travel Group
“I’m beyond excited for this next chapter in my career with FCTG and to further push the boundaries of technology in travel,” says Lopez. “The disruptive benefits of AI will enable us to work more efficiently, identify new ways to service our clients and reach the next generation of business travelers. The launch of the AI Center of Excellence is another significant step and milestone to add to the company’s already decorated history of innovation.”
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