Trip.Biz, the business travel brand of Trip.com Group, unveiled its new Agent ONE AI tool in September. Trip.Biz CEO Tao Song said of the launch: “We are building for the new world, in which digital adoption pushes the boundaries of what’s possible, and gives way to innovative tech solutions that help fix real-world challenges.”
One of the real-world challenges in question here is APAC. For multinational travel, procurement and finance teams, APAC has long been treated as an exception due to a patchwork of markets with different regulations, payment standards, languages and supplier ecosystems.
Trip.Biz sees the issue differently. “The complexity isn’t the APAC region, it’s the model,” Eugene Tan, Trip.Biz’s General Manager for Southeast Asia, explained. “Every model on the market today breaks somewhere, because none of them delivers consistency and depth at the same time.”
Trip.Biz’s answer is a single, digital-first, full-service platform, designed to give global programs consistency across markets while absorbing the complexities of APAC, from contracting and settlement to entities and supplier ecosystems.
In practice, this means a single enforced service standard across every market; one consolidated view spanning booking, approvals, and reporting; and a consistent end-to-end experience. According to the company, this consistency has delivered a 90% SLA compliance rate and an 80%+ satisfaction score across the region Trip.Biz serves.
Tao Song describes Agent ONE as the next step in closing the leakage gap. “A platform with the right content and usability gets you most of the way there,” Tao Song said. “AI is how we go further; by continuing to improve the user experience itself, we can drive an even higher adoption rate”.
Agent ONE is a team of four connected, specialised agents supporting the end-to-end business travel lifecycle:
- Planning Agent: ends the multi-site search struggle. Drawing on a broader, multi-source range of content, it converts natural-language requests into personalised, policy-compliant recommendations, understanding traveller preferences, trip purpose, and itinerary logic to simplify search and boost online adoption.
- Booking Agent: replaces friction-heavy TMC booking flows with guided, conversational booking, keeping more trips inside the OBT. Early performance targets show average booking time dropping from around 45 minutes to 2 minutes, a +90% efficiency improvement, while keeping bookings natively connected to Trip.Biz inventory, pricing, approval, and payment.
- Approval Agent: auto-approves low-risk requests and routes only exceptions to human review, cutting approval wait times from over an hour to under 3 seconds.
- Insight Agent: goes beyond static dashboards to proactively surface hidden data patterns and actionable cost-saving opportunities, often missed due to rigid, fixed-view reporting. Insight Agent generates a full travel analysis report, complete with leakage patterns and savings opportunities, in under 7 minutes, a process that previously took analysts up to a week using legacy tools.
Agent ONE is a key part of Trip.Biz’s global strategy: combining the local depth required in complex markets with the consistency, simplicity and intelligence multinational travel programs increasingly expect worldwide.
