Decoding personalised service in business travel

 

How travelers and arrangers are using Sam

 

In June 2026, Sam went live in FCM Platform.  

Our game-changing business travel agentic AI is already saving travelers and arrangers thousands of hours by speeding up travel-related tasks and queries.  

And what's even better is it's improving the already-impressive service from our travel consultants.  

Key Statistics 

81%
Requests resolved with no human intervention
2.4x
Faster to complete a travel-related task
88%
Thumbs up rate
61
Countries reached

Global impact and scale  

Business impact

With 81% of requests submitted via a Sam chat not needing human intervention, it's estimated that travelers and arrangers have saved 1,000 hours over a two-week period. A task that previously took seven minutes now takes approx. 2.8 minutes.

Enterprise-grade reliability

With 88% thumbs up rate for conversations, we know Sam's on the right track. And because its available 24/7, there's no queue or time zone challenge.

Global scale

In the first two weeks alone, more than 14,500 conversations were handled in Sam, covering 61 countries and 15 languages.

How our AI approach raises travel management service quality 

Sam's intelligence layer has been working in the background for months already; automating the triage of emails and absorbing demand before it reaches our expert travel consultants. With only 1% of cases handed to a travel consultant, it means they can focus on delivering even better service excellence.  

Lighter caseloads = faster, higher-quality travel management services for travelers and arrangers.   

19%
Case reductions for FCM consultants
+6%
Increase in SLA performance
+17%
Customer satisfaction
-28%
Reduction in median customer response time

Top five topics for travelers and arrangers 

Business travelers

Trip look-up and itinerary – 38%
Booking and changes – 14%
Destination and bleisure – 9%
Flight search – 9%
Invoice and expense – 7%

Arrangers/bookers

Profile and traveler management – 51%
Policy, approval and authorization – 20%
Invoice and expense – 11%
Trip look-up and itinerary – 7%
Booking and changes – 6%
FCM_NEW_SAM_LOGO_POS_RGB

What's next for Sam?  

At GBTA Convention, we announced that travelers and arrangers using FCM Booking will soon be able to book trips conversationally with Sam. Not only will this be available within FCM channels, but users can also interact with Sam in your own Microsoft Teams and Slack.  

And with Model Context Protocol (MCP) technology, this capability can expand even further into channels like ChatGPT, Claude, and Gemini, without opening a separate app.   

For travel buyers like you, that means higher in-program booking rates and better data capture, without asking travelers to change behavior. 

Read more    

Want to learn more about what Sam's capable of?  

Talk to your Account Manager about how you can customise Sam to your travel policy, and start saving your teams thousands of hours.