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By Eric Ediger, CTM Global Head of Automation and Machine Learning
Imagine travellers being nudged when a meal exceeds per-diem, or an unused ticket being automatically applied before checkout. This next chapter of travel expense management reduces administrative effort while creating a smoother, more intuitive traveller experience.
I’ve seen where AI genuinely delivers value today, and where it still needs human help and smarter integration to really shine.
AI has become exceptionally good at taking on high-volume, rules-based tasks; the repetitive work that eats up time but doesn’t need creative thinking. In the travel and expense (T&E) space, it includes things like:
The real power comes when these automations connect across booking tools, traveller profiles, content sources, and service channels. That’s when travellers get fast, context-aware help without jumping between systems.
Where AI still falls short is in the ‘plug-and-play’ promise. When data is fragmented, or policy logic lives in multiple places, AI can’t perform magic. Better integration unlocks automation; good governance keeps it safe. The reverse rarely works, no matter how clever the model.
A common question from travel managers is whether to build internal AI capabilities or rely on their TMC, online booking tool or expense platform to embed AI into their travel expense management workflow.
For most organisations, using supplier-embedded AI is the fastest, lowest-risk approach. It leverages existing integrations, workflows and SLAs, delivering quick value without major internal investment.
Where “build” becomes valuable is at the personalisation layer:
The most effective strategy is often a hybrid model – supplier AI for scale and safety, combined with a light internal layer that aligns outcomes to your unique business context.
The industry is moving quickly from traditional, reactive expense reporting to real-time, proactive spend management.
AI can now:
Imagine travellers being nudged when a meal exceeds per-diem, or an unused ticket being automatically applied before checkout. This next chapter of travel expense management reduces administrative effort while creating a smoother, more intuitive traveller experience.
As automation scales, governance becomes critical. The most advanced programmes I’ve seen operate from a simple playbook:
AI will keep evolving, but the principles don’t change. Start small, build trust, and keep humans firmly in control.
AI isn’t here to replace humans; it’s here to give them superpowers. The teams that lean into automation thoughtfully, with the right guardrails, will move from managing travel to mastering it.
