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Rohan
Welcome to Founder Lead,
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Rohan
where we sit down with some of the sharpest founder operators to learn what's working in their business today.
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Rohan
This episode is brought to you by Frontier Studios,
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Rohan
a revenue minded content agency
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Rohan
helping businesses grow their visibility,
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Rohan
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Rohan
ultimately their business from LinkedIn.
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Rohan
So if you're ready to join over 30 founders
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Rohan
are turning conversations like this into real revenue
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Rohan
while spending less than one hour per week of your time.
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Rohan
Comment frontier below
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Rohan
someone from our team will reach
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Rohan
Now let's get to the show.
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Rohan
Today's guest is Scott Persinger, co-founder and CTO of AI.
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Rohan
The four starting Biz Trip Scott worked at Heroku, stripe, and Tartary,
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Rohan
building the systems that power products that scale.
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Rohan
this conversation, we're talking about why corporate travel
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Rohan
is still more broken than it should be.
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Rohan
What it takes to build an AI agent people actually trust
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Rohan
and want to use to make booking decisions,
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Rohan
why this is such a hard problem to solve. Well.
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Rohan
Scott, welcome to the show.
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Scott
Thanks, Ron. Great to be here.
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Rohan
Well, Scott, you know, when we connected last week, I knew we had to have you on. You
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Rohan
a really interesting background working on notable companies from these open source projects.
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Rohan
What's the common thread there that made you think that corporate travel is the next problem that you wanted to solve, and that there is a real opportunity there?
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Scott
Yeah. Awesome. You know, I think I've always
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Scott
I've always enjoyed build, just building tools that help people get their job done. And I think that's really the common theme through my career. And like I started on like the finance and banking side, I've built, you know, kind of fintech products. I've built cloud infrastructure products for developers and really kind of the idea of marrying like what, what what has a new technological innovation enabled in terms of productivity or helping people get things done that they couldn't get done before.
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Scott
And so, leading up to Biz Trip, I've done a bunch of startups in my past career. I spent some larger, you know, some time doing some engineering management tours at some larger companies. But with the AI revolution, I had stepped out of a larger company role and decided I really want to get my hands dirty with kind of this new tech.
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Scott
And I was building around Llms got really excited about agent systems early, and then I met up with a friend of mine who had worked in travel for a long time, Tom Romer, and he was like, hey, I think we can use AI to really do something interesting in travel, specifically corporate travel. But the premise was just we have such these kind of older legacy systems that were were bound to on the travel side.
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Scott
And there really has not been a lot of user experience innovation. Right. Google flights kind of looks the same as it does 10 or 15 years ago, you know, today and pretty much works the same and same with Expedia and same with kayak. There just hasn't been a lot of kind of traveler centric kind of innovation in that space.
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Scott
There's reasons for that. But his inspiration was realizing, wow, with AI and with this revolution coming, there's really a chance to level up. And so when he and I got started talking, I was deep in the tech and enjoying building, like building on Llms and learning how this new tech stack works and really thinking about it from an engineering standpoint.
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Scott
And I had no idea what it was going to be useful for.
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Scott
And then Tom shows up and he's like, hey, we think we can apply this to travel. And I realized, wow, this is really is really an opportunity. The irony, of course, is that everybody thinks of travel when they think of like the original software agent architecture and software agents, which well predates kind of like modern, you know, GPT based Llms.
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Scott
We've been talking about the AI travel agent forever for like 40 years, right, in like computer science classes, but it's never actually existed. It's just been kind of a theory. And I think now with like the rise of checked in with Claude and people really using these tools, there's a lot of people, right, who are thinking like, okay, this kind of search space travel thing where I got 25 tabs open and I'm trying to assemble all this different data together.
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Scott
This is for the birds. Surely, like this AI can start to help me. And to that point, right. People are using ChatGPT. They're using Claude. They're starting a lot of their travel planning with those systems. But you can't book. You can't, like, finish, you know, the whole tool. And in fact, right. I was doing a search for places on a vacation, you know, for ChatGPT.
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Scott
And it doesn't have, like, really access to a lot of, like, you know, hardcore inventory. So anyway, that was the the real inspiration for the company was just, hey, travel is such a prominent part of people's lives, and now there's really an opportunity to really level up what we're doing in travel. Now. The hard part, of course, is actually doing that thing and like actually building, right?
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Scott
The effective AI on top of kind of the existing, you know, travel tech stack.
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Rohan
Yeah. Yeah. Okay. I can imagine I remember back to, you know, when I worked in corporate and how
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Rohan
painful and experience it was to book, you know, corporate travel, hotels, flights, staying within budget and coordinating with other teammates if we're staying in the same hotel or not. So
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Rohan
what is the maybe what is like the near term pain points?
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Rohan
You know, when someone goes into the sales conversation with one of these like organizations, what of course, like AI for travel sounds amazing. What is that pain point that you're solving in the near term with the technology? And then maybe you paint a picture of where you see things going. Given how expansive AI is for technology, for it to be personalized for someone.
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Scott
Yeah, sure. So I do think, right, the foot in the door is AI for travel. Everybody's excited about AI for lots of different things, and I think travel is just an obvious place, right, to apply this technology. The problem has been it's actually hard to do that. And particularly in corporate travel where you do have typically a managed travel program with a lot of corporate rules.
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Scott
The corporation has negotiated special rate deals with hotel chains, with airlines, there's a lot of complexity that you don't kind of have on the personal travel side when you talk about corporate travel. And so that's that's kind of created this gap where people can see the potential. We really want this AI based travel thing, but like, who's going to come and actually plug it into our existing corporate travel policy, the existing existing travel tech stack, which is this old, old, old stack but but incredibly successful, right?
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Scott
It powers global travel around the world, the legacy tech stack that we built in travel and so Biz Trip are real inspiration is we're not trying to eliminate the tech stack that's there. We're building on top of it, integrating deeply into it. We're also integrating with companies and understanding their travel policy. The great thing is the LM just understands the travel policy.
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Scott
We don't even have to we don't really have to build anything we could. We tell our customers, you just upload your travel policy, the document that you share with your employees, and the AI reads it and develops a set of rules and says, okay, these are the rules. We're going to go apply during the course of travel planning.
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Scott
So this is the thing that we're delivering to people. It really required understanding the capabilities on the LM side, building natively around those capabilities, but then also investing deeply in understanding the traditional travel tech side and how to connect that into the AI.
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Rohan
Okay. Yeah. You talked about, you know, connecting the traditional travel stack to this new AI
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Rohan
experience. Is there a is there like a reference company you might bring up of like that might be doing something like this in a, in another category, like maybe like as ramp is done for corporate cards or other AI forward businesses have done for businesses, is there like a reference you use as an example to help people understand what that experience can look like for them?
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Scott
Yeah, for sure. I mean, I think, you know, we use like Harvey as an analogy of just how AI is kind of like disrupting the workflow, right, of kind of like, you know, a prominent industry. I don't know if we have a great analog for people who have taken that legacy tech stack and kind of like really put AI on top of it and, and built a wholly new experience around it.
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Scott
Right. Like, you got to think it's coming for CRM and for HR and for accounting. Right. And there are obviously there's players in all of those spaces. I don't know that we really have that reference, you know, company yet that we can point to. And in fact that's I think what, what I find super fun, but also obviously a challenge and I tell my team is there is not a model, there is not something we can point to and say, oh, our thing needs to look like this.
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Scott
By analogy, we're building something wholly new, which is this AI based experience, but can,
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Scott
in the real nitty gritty detail of like actual, you know, travel domain and actual corporate travel policy.
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Rohan
Okay. So I want you to kind of like paint a picture and make it real. So maybe take a typical person, whether it's a consultant or someone that just does a lot of travel like one of those road warriors, what is their experience look like right now in terms of like booking a certain seat in a certain, you know, status on an airline, in a certain hotel and like all the time that it takes.
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Rohan
And then how is that being reimagined with AI?
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Scott
Yeah. So the biz trip application shows up exactly like the thing you would expect. It's a chat based interface. It looks starts out looking like ChatGPT, but when you ask it for, hey, I need to go, you know, take a trip to New York, it knows your preferences from your traveler profile, so it knows. Oh, I have status on United.
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Scott
And it says, okay, let me check for United flights direct to New York. Oh, the the flight going into Newark is $50 cheaper than the one going into JFK. And by the way, the car travel time from Newark to your meeting in Soho is 20 minutes shorter than it is going from JFK. So therefore, I've recommended you this flight.
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Scott
Right. Here's a flight that you should take. Here's the United flight. Here's the cost. I click it in the chat and select it, and I build up an itinerary in this interactive way with an AI agent that knows knows my preferences, also known as my company policy. So it's not surfacing first class flights for me. Unfortunately, because I'm at a startup and we're flying coach, so it's given me a coach flights.
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Scott
Oh, just it's the beauty of being in startup startup world headquarters.
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Scott
A lot of demand on a janky Wi-Fi.
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Rohan
Oh, man. So what are you guys going to get? The Google, the Google Fiber installed.
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Scott
As soon as we move out of this office
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Scott
or new one.
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Rohan
Nice. All good. Well, that's the beauty of not filming live, right? We can always, like, edit things out.
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Scott
Yes. Thank you.
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Rohan
Okay, cool. So I think we're talking about, like how like the before and after experience. So if you want to take that one from the top I can frame the question again if it's helpful and. Yeah. All right.
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Scott
Yeah. Cool.
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Rohan
All right.
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Rohan
So Scott like paint a picture for us. You know. What is that before and after experience look like. And maybe use an example of say a road warrior, one of these consultants that are doing a lot of travel. You know, I think there's all these things around status and hotel location they need to be at. So what does that look like today?
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Rohan
And then how is it being reimagined with AI?
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Scott
Yeah, absolutely. So the
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Scott
application shows up exactly what you what you like, what you'd expect. It's a chat based interface. It's like you were interacting with ChatGPT. But in this case, you've got a smart travel planner that both understands all of real world flight and hotel and car rental inventory, but also understands your personal travel preferences. It knows that I have status on United, and so if I'm flying to New York, it's going to look for United flights for me first and recommend those flights to me.
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Scott
In fact, it's going to see that, oh, the travel time from JFK to my meeting and Soho is longer than the travel time from Newark Airport to that same meeting. It's going to recommend the flight into Newark out of San Francisco on United for me. So that idea of the personalization that we can offer through the AI is central to the experience with.
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Scott
It's not about just sorting and sifting through a bunch of flights and hotels and having to go through that same process every single time. The AI knows about me ahead of time, knows about my corporate policy ahead of time, but more so is becoming smarter all the time. So the next time I got to go to New York, the AI just looks back at my travel history and says, hey, I saw you flew into New York last time and you stated the Soho Grand.
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Scott
Do you want to do that same trip this time? And I say a
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Scott
the you know, the pool was under construction of the Soho Grand last time. Let me find a different hotel. Okay. I'll go search for a similar style of hotel in a similar neighborhood, because you need to go to the same location. I'll make those recommendations for you.
00:14:05:10 - 00:14:36:22
Scott
So the AI is really sifting through, doing so much of the the kind of sifting through all the options for you and really delivering personalized recommendations to me as a traveler, dramatically shortening the time that I have to spend in travel planning. Right. And that's really our ultimate goal is to deliver to those world warriors, this intelligent travel assistant that's helping them reduce their time and friction in terms of travel, making sure that travel works for them.
00:14:36:23 - 00:14:56:08
Scott
That's one of the key distinctions on corporate travel is that's not you're not being paid to travel, you're being paid to do some other job. The travel is just a thing you have to achieve, like along the way. It's just this kind of friction point along the way to getting your job done. And this is different than personalized travel, right?
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Scott
Where a lot of times the trip is why I'm going. That's the thing that I'm into. So on the personal side, people are investing a lot more in how do we describe experiences or the cheapest possible places that you could go. On the corporate side, it's really about it's really about efficiency and trying to provide every business traveler, that intelligent travel assistant that it used to be, you know, the C-suite executives had like a person that managed all their travel.
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Scott
That
00:15:29:19 - 00:15:52:23
Scott
is increasingly rare, even for the C-suite. There's like, you know, it still happens. But there's, you know, a lot of people that are planning travel themselves, and we're trying to provide that with the technology. To say that really knows you, learns your preferences over time, understands the purpose of your trip, and is able to use that context to help craft the recommendations for you.
00:15:53:04 - 00:16:02:12
Rohan
That's such a good point. Like the difference between personal travel and business travel. You're right, business travel. You're not being paid by the hour to book your travel. You're paid to go do the job. And so it is much more
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Rohan
a job to be done. Whereas personal travel there is like more of an emotional attachment to the experience.
00:16:07:23 - 00:16:27:23
Rohan
Like what hotel should we stay at? It's more collaborative. There's the experience that you're looking forward to. It's maybe a novel country or new city or whatever it might be. So I like that distinction where why not just hand that minutia of business corporate travel to a, an agent, an assistant that just knows you so well and continue to learn your preferences?
00:16:28:00 - 00:16:59:14
Scott
So exactly the the average corporate, the average person traveling for business spends about five hours managing every trip. And that's just booking, managing itinerary changes, like doing all this stuff. And that's lost productivity for them, for the company. And you can imagine, yeah, you know, a top salesperson who they might take 50 trips a year potentially. Right. Like that's a lot of added and waste, you know, you know, potentially wasted time.
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Scott
We're dramatically shortening that five hour window for, you know, for for any given trip and traveler.
00:17:06:20 - 00:17:17:07
Rohan
It sounds like a no brainer, right? From cost savings, time savings, better experience. Are you getting any pushback from when you have these sales conversations, you or Tom?
00:17:17:10 - 00:17:17:21
Rohan
00:17:17:23 - 00:17:22:05
Scott
It's the opposite. People are just like, oh my God, you have this now.
00:17:22:10 - 00:17:40:05
Scott
When can we start? When, when can we sign up and when can we start? Now we haven't. There's a lot of stuff that we still need to build. We you know, it's not like. But the core solution is working. It's deployed. We deployed with our launch partner Moderna last year.
00:17:40:05 - 00:17:50:18
Scott
It's live with their traveler group. And we're literally having sales calls where people are like, wait, this demo you're showing me actually works.
00:17:50:23 - 00:17:52:12
Rohan
How do I saw the app now?
00:17:52:13 - 00:18:14:02
Scott
Yeah, exactly. It's like, when can we get on this thing right now? And for our corporate customers, for the travel manager, it's like, wow, I've been I've been waiting for innovation in this market for so long. So many, you know, their day to day life is people complaining to them how they got to use concur. And it's horrible and they hate it.
00:18:14:02 - 00:18:35:06
Scott
And they just know they kind of live in that world. So they've been desperate for innovation and they're so happy to see this innovation. Just on the traveler experience side. Now they have a program to run. So they need all of the governance and controls that they're used to in terms of program policy. And so that stuff is also super important to them.
00:18:35:06 - 00:19:02:06
Scott
But then from the CEO level, that person is thinking, how are we making a how are we using AI to make our company better and to go faster? And now they're head of procurement or the CFO or the head of travel comes in and says, hey, we can adopt this biz trip AI based travel planner. It's going to reduce time and friction for all of our corporate travelers and save us money at the end of the year.
00:19:02:09 - 00:19:12:22
Scott
And it's this is what we've been talking about, is using AI to go faster and be more efficient. And it's like, wow, there's no there's no South. They're like, yeah, when can we get signed up?
00:19:13:03 - 00:19:16:09
Rohan
Great name, by the way. Biz trip. So clear.
00:19:16:11 - 00:19:31:15
Scott
That's all Tom. That's all Tom robbery I know I love it. Yeah. When he showed it to me, I'm like, yeah, that's what we're doing. It makes it very simple for our inevitable pivot to consumer. It might be a, you know, a challenge, but that's okay. Yeah.
00:19:31:19 - 00:19:58:04
Rohan
There's plenty of runway and opportunity and just corporate travel. Cool. Well, you know, one more question is how do you think about like the trust barrier, if you will. Right. Like a lot of folks are used to having a travel assistant. Are they now okay and comfortable handing like the wheel over to an agent to now like make the booking the confirmation, putting it on the card and all these sort of things like what are those early user behavior conversations like?
00:19:58:06 - 00:20:19:12
Scott
Yeah, I think that's a great question. We were very focused when we started this journey on trust. And we knew that that, you know, right now if you go to Google flights, you pretty much trust you're seeing all of the 75 flights you can take from Boston to Cincinnati that day. And we were like, well, but our agents going to filter through that give you two flights.
00:20:19:12 - 00:20:40:05
Scott
And how do you have trust that you're seeing everything that you kind of have all the, you know, all the options available to you. And so we've been focused on that trust question, you know, from kind of the very, very earliest stages. What we've seen is a the people are getting better and more used to using AI tools.
00:20:40:06 - 00:20:55:17
Scott
Right. So everybody out there, a lot of us are using AI on a daily basis, and we're kind of like just organically building that trust in. And really, the way I think about it, it's not really your trust. It's more like you become a
00:20:55:20 - 00:21:05:23
Scott
effective power user of the tools, all these AI systems or tools, they don't they don't do anything amazing without a person really driving, you know, the outcome.
00:21:06:01 - 00:21:38:17
Scott
And that's really what trust is about, is you building your own skill and your own facility with getting that, you know, getting what you want to out of that application. And we see the exact same thing with our users that, yeah, there might be a little bit of, you know, poking around hesitancy, you know, in the beginning. But once they get used to chatting with the AI and asking it for the questions and saying, well, wait a minute, what about the, you know, isn't there a return on, you know, delta that comes back at 3:40 p.m. and, you know, connects through LaGuardia and the ancient goes in?
00:21:38:18 - 00:22:05:18
Scott
Oh yeah. Here's that return. Do you want choose that one instead of the other one you have? Once you've had that experience a few times, I think you build that trust, you know, pretty rapidly. One interesting little anecdote. When we shipped the very first version of the product, I was very clear, like, oh, you can't book like the AI agent can't book on your behalf because like, what if it runs off and it's buying you tickets to Cincinnati and you were trying to go to Miami, right?
00:22:05:19 - 00:22:19:10
Scott
Like that's not going to be a good experience. So we made it like the agent gets all the way to the end and there's a book button. And in fact, if you ask the agent, you know, it would say, oh, you got to click on the you got to click on the button to book. You put in the safety guard.
00:22:19:10 - 00:22:27:00
Scott
And what we found in the very earliest trials with customers is they would have this conversation with the agent kind of filling out there
00:22:27:03 - 00:22:36:11
Scott
for a trip. And then at the end, it's a great trip. Looks good. Book it. And they would type that into the chat and the agent would come back and say, no, no, no, you got to click the button.
00:22:36:11 - 00:23:00:07
Scott
And and what we realized was just like, no, you built trust in this whole conversation. You can see the output. You can see the itinerary as you're building it. There's not really any problem with having the agent go into the booking for you. And in fact, that's what you want, right? You don't want your, your, your personal assistant to walk into the office and say, okay, I teed up everything for your trip.
00:23:00:08 - 00:23:04:02
Scott
You got to go log in to United and click the by button.
00:23:04:07 - 00:23:07:00
Scott
Right. So so I actually think people
00:23:07:03 - 00:23:25:00
Scott
it is you know, you you think about these things. We want to offer those controls to people. But I actually think you develop a comfort as we all are. Right. And learning with these tools. And as the LMS themselves are getting smarter and more capable, more, you know, kind of error resistant.
00:23:25:01 - 00:23:28:01
Scott
I think that that trust is building naturally.
00:23:28:06 - 00:23:45:07
Rohan
Yeah. That's cool. Yeah. It's almost like having the button there for people to have that level of control. But then over time, as that trust is built as a user, adoption is there. You just want to offload more and more of that manual work to to your agent. So that makes that makes a lot of sense.
00:23:45:09 - 00:24:18:06
Scott
Totally. I think that's the long term. That is just kind of the natural progression of the product. Right? It's like it kind of you can have a little bit more of a show me all the options experience with the agent. Right. You can say, oh, show me right ten flight options today. But what we're seeing very strongly in the usage patterns is over time, people just come in, they type a paragraph, I want to go to Boston and I need to stay at this hotel, and I get this car and I want to take the Delta flight and just type it in and like go.
00:24:18:07 - 00:24:31:01
Scott
And they just want to, like, have it all done. The agent comes back, says, great, I plan the whole itinerary. Are you ready to book and and like book it right. You just want the lowest friction experience that you can get.
00:24:31:03 - 00:24:41:04
Rohan
So is the interface purely a chat interface, or do people like to select their seat on a plane and have sort of like a visual element? What are you seeing from the user behavior?
00:24:41:09 - 00:24:48:16
Scott
Yeah, I love that question because we went through a whole thing with my team around building a seat map into the product, and
00:24:48:21 - 00:25:01:00
Scott
this was one of these things where I realized, like, as the person who's the most excited about the AI and working with the LMS, nobody wants to tell the LM which seat they want. Like, you want to see it.
00:25:01:00 - 00:25:24:21
Scott
You want to visualize the plane and pick the seat on the map, which is the thing that every other travel tech, you know, platform has. And I was like, yeah, but that's the right. That's the right interface. So we just built the seat map that everybody expects and it's in there. You can tell the agent, hey, you know, what I do is I just I just tell the agent, just find me and I'll seat as close to the front of the plane as I can get.
00:25:24:22 - 00:25:45:04
Scott
Right. And it'll go find me a seat. I don't really need to see the seat map because I'm not that particular as a flier. But the real road warriors, like, they know the planes, and they know every bulkhead aisle and every exit row. Right. And they want to see it. In fact, they want to see it before they pick the flight, because they want to see how full is the premium economy section.
00:25:45:06 - 00:26:04:08
Scott
What is my odds of getting the upgrade? Wow. When I book. So we want to build for the traveler, and we want to build the best experience that we can build. We we are getting a lot of leverage out of AI, and we believe we'll have increasing leverage from AI in the solution, but we're not dogmatic about it.
00:26:04:09 - 00:26:11:05
Scott
We want the best experience and the best experiences to show you the seat map and let you pick it. Then that's what we're going to deliver.
00:26:11:06 - 00:26:12:23
Rohan
Okay. Super interesting.
00:26:13:02 - 00:26:26:21
Rohan
Well, Scott, as we wrap it up here, where can folks go to to learn more about the product, maybe talk about when it's going to be generally available to for folks to start to download and where they can go to learn more?
00:26:26:22 - 00:26:30:10
Scott
Yeah. Excellent. So they could they should go to
00:26:30:13 - 00:26:54:04
Scott
AI, check out our website. You can find us on LinkedIn. Anybody? Feel free to connect with me on LinkedIn. You know, we'd love to to connect with people. We're also at all the travel conferences. So you can come meet up with us there and learn more. The product will be generally available in Q2, so we're focused right now on working with some kind of
00:26:54:07 - 00:27:06:04
Scott
some larger early adopter customers and kind of really fleshing out, getting the AI to really work and understand well what the traveler intent is.
00:27:06:10 - 00:27:15:08
Scott
But as we're dialing that in, we expect somewhere around the middle of Q2 to start being able to open it up to more, more customers.
00:27:15:13 - 00:27:19:02
Rohan
Amazing. The future is here for corporate travel, I.
00:27:19:02 - 00:27:44:10
Scott
Love it. It's amazing. Like like new like travel is back to this is my message for everybody is like, I know you've been used to this horrible, horrible experience, especially on the corporate travel side, but even on the consumer travel side. But like, trust me, travel tech is back. It's going to be cool again. It's going to be an amazing application of this technology that that we've been investing so much in as an industry.
00:27:44:12 - 00:27:51:21
Scott
And, and I think it's going to really, really open people's eyes into like what what is possible with this new stack.
00:27:52:01 - 00:27:56:01
Rohan
There you have it. Travel is back. Scott, thanks for joining the show.
00:27:56:06 - 00:27:59:06
Scott
Absolutely. Thanks for having me on. Super fun.