FCM's Sam Gains New AI Capabilities

FCM Travel has relaunched its Sam chatbot as an "intelligent virtual assistant" for travelers and travel managers, the travel management company announced.

Launched by FCM in 2016 as a chatbot with such capabilities as prompting travelers to book within policy or to change travel arrangements when it detected disruption, Sam is now functioning as "a conversational AI assistant" for users across FCM's platform, app and browser extension. Capabilities include providing instant answers to such questions as airport security wait times, offering options and contacts in times of disruption and making recommendations based on user preferences, including optimal flight classes or available loyalty benefits. 

"This isn't just about answering your questions," FCM Travel global chief experience officer John Morhous said in a statement. "It's about creating a travel companion that understands your preferences, simplifies complex tasks and enhances every journey."

Travel managers can configure Sam to meet their specific needs, such as driving specific program goals, according to FCM. The tool also works internally at FCM to help unify the TMC's systems and provide "centralized intelligence" to agents, which Morhous said allows them to provide a faster and more effective service.