The travel industry is entering a new era, one where Agentic AI is becoming the operational backbone for how Travel Management Companies (TMCs) serve their clients. In Oversee’s recent webinar, AI in Action: TMCs Using Agentic AI to Speed Responses and Enhance Service, leaders from across the travel and technology space came together to move beyond the AI buzz and discuss real, measurable applications.
The 60-minute session showcased how leading TMCs are already using AI agents to slash response times, eliminate manual workloads, and elevate traveler satisfaction, while laying the groundwork for AI-first operations.
AI as the next major wave in travel innovation
AI is not just another automation layer, it’s the fourth major technology wave after mainframe, web, and mobile/cloud.
With the arrival of Agentic AI, systems are evolving from linear, rule-based processes to intelligent agents capable of reasoning, judgment, and proactive service delivery. This shift will deeply influence how TMCs build software, process data, and engage travelers in the decade ahead.
As Yanis Karmis, SVP, Product Planning & Development at BCD Travel, put it:
“AI isn’t about replacing what we do, it’s about building systems that can think alongside us to deliver faster, smarter, and more personalized experiences.”
Closing the gap between traveler expectations and corporate travel reality
Today’s travelers are accustomed to instant, intuitive digital experiences. Yet, the corporate travel experience has lagged behind. Agentic AI is finally bridging that gap, empowering TMCs to respond faster, make smarter decisions, and deliver more personalized service across every interaction.
Rather than striving for perfection, the key is to start small and scale confidently.
As Karen Hutchings, Founder of Cobb & Hutch Consulting, advised:
“A 60% improvement in traveler experience today is better than waiting for 100% perfection tomorrow.”
AI as an operating layer, not a tool
Instead of one-off use cases and standalone tools, AI should be embedded throughout a TMC’s workflows, reading and responding to emails, categorizing requests, processing bookings and exchanges, and routing complex queries for human follow-up.
This approach helps TMCs:
- Automate traveler requests like bookings, exchanges, and cancellations
- Route complex cases intelligently for rapid human resolution
- Provide 24/7 instant support across time zones and languages
AI agents act like virtual team members, continuously learning and collaborating with human agents to deliver faster, smarter service.
As Ami Goldenberg, Oversee’s Co-Founder and CTO, explained:
“AI allows near-perfect SLAs and VIP-level service at scale. The real shift is cultural – seeing AI as a partner in daily operations rather than a novelty.”
Building AI step-by-step: The TMC playbook
Adopting AI doesn’t mean flipping a switch. AI is a methodical build out, and a phased, pragmatic approach to AI implementation is the most effective way forward.
A structured roadmap often begins with email automation, making emails accessible to AI bots, identifying intent, and gradually progressing to full end-to-end automation.
Real-world examples include AI automating invoice resends, categorizing traveler emails, and performing flight shopping. This can save agents 5–10 minutes per interaction while maintaining quality control through hybrid human-AI models: AI handles the routine, while agents step in for complex or sensitive traveler interactions.
As Hutchings noted:
“You don’t have to do everything at once. The beauty of AI is in layering value over time.”
Measuring ROI and scaling with confidence
When measuring success, the most advanced TMCs look beyond cost savings. The real ROI comes from capacity creation and strategic alignment. AI frees agents to focus on higher-value service, building stronger client relationships, and aligning operations with data-driven traveler programs.
While infrastructure costs, especially for large language models, can be significant, they’re declining rapidly. And as AI becomes embedded in operations, the payoff compounds, driving exponential gains in efficiency and satisfaction.
Security, Transparency, and Trust
For AI to succeed, trust is non-negotiable. That starts with security and transparency.
Oversee’s AI deployments are designed with strict data safeguards, including private cloud environments, penetration testing, and zero use of personally identifiable information (PII) in AI processing.
Travelers, too, respond positively when communication is open and transparent. As Hutchings put it:
“AI is not replacing agents, it’s augmenting them. When travelers see the benefit, they embrace it.”
The personalization frontier
As AI becomes more deeply integrated into travel operations, personalization will become its most powerful differentiator.
By combining contextual and policy-based data (while excluding PII), AI can tailor responses to individual traveler needs and corporate policies, making every interaction more relevant, efficient, and human.
As Goldenberg explained:
“Richer input data means more precise, human-like outputs.”
This level of personalization will set the next generation of travel service providers apart.
Start now
The message from industry leaders is clear: the time to begin is now.
Step-by-step adoption, not massive overhauls, is how TMCs will capture early wins, improve efficiency, and stay ahead of the curve.
Incremental change, transparent communication, and a strong data foundation will pave the way for AI-first operations that scale smarter, serve faster, and elevate traveler experience.
About AgentSee
Oversee’s AgentSee solution empowers TMCs to harness Agentic AI to automate core workflows, optimize agent productivity, and deliver unmatched traveler experiences.
As the industry shifts from transactional automation to intelligent, proactive service, Oversee helps TMCs build their AI operating layer, turning everyday operations into a competitive advantage.