FCM is starting September with new promises for business travellers. And it's SamTMC's virtual assistant, which should embody these increased ambitions. With three priorities: integration, personalisation and anticipation. All of which - as is now inevitable - will be boosted by artificial intelligence.
" SAM changes the game for our customers "says John Morhous, Global Chief Experience Officer, FCM Travel. " It's more than just answering questions: it's a travel companion that understands preferences, simplifies complex tasks and improves every journey. ".
One of the major changes to be retained from this new version of Sam is the versatility of the tool, which is now integrated into all the digital experiences offered by FCM: the mobile application, FCM Platform and the browser extension. This new multi-platform access should guarantee a more fluid, consistent and intuitive user experience, whatever the channel.
By relying on AI, the new version of Sam must also anticipate user needs and respond to them with ever greater precision. Sam learns from every interaction with the business traveller, to guarantee assistance that is both proactive and personalised. For example, FCM's assistant suggests the most suitable class of flight, or highlights a particular advantage linked to its loyalty programme. Sam also aims to be more responsive, with real-time assistance on airport security waiting times, for example. This responsiveness is of course essential in the event of unforeseen circumstances: Sam must anticipate delays, cancellations and other emergencies, by proposing options, policies and contacts, without the traveller even having to intervene, assures FCM.
The new version of Sam does not, however, forget the other key player in business travel: the Sam for Arrangers function is designed to provide travel managers with a consolidated view of current and forthcoming trips, and to alert them if necessary, in particular to meet the requirements of the duty of care. FCM also plans to use "adaptable playbooks" to configure interactions, so that each customer can adapt the tool to the needs of the company and its travel policy.
