At Spencer Corporate Travel, we’ve always believed that great travel management is deeply personal. So, when new technologies come along that promise to transform the customer experience, we’re naturally intrigued – and so might you be.

But we also know that some businesses want to book their business travel with greater convenience and control; in their own systems, on their own terms, and with more intuitive processes that complement the way they travel for business.

So, can automation deliver the same high level of personalisation and customer experience without compromising on quality? In the right circumstances, and for the right travel program, we believe it can.

That’s why Spencer Corporate Travel has partnered with ‘ello, an AI-powered online booking platform which utilises artificial intelligence, natural language processing and deep learning to deliver a hyper-personalised self-service booking experience, and it might be a great fit for your business.

In this article we sit down with Spencer Corporate Travel’s General Manager, Karen McGilvray, and ‘ello founder Troy Winterbottom, to find out how the worlds of AI and service delivery intersect to deliver better customer experiences.

Q: What exactly is ‘ello?

Troy: ‘ello is a next-generation corporate online booking platform that uses artificial intelligence, natural language processing and deep learning to deliver a highly personalised, self-service travel experience.

Q: Why is Spencer Corporate Travel adding to its self-booking tech stack?

Karen: At Spencer Corporate Travel we take great pride in our customer relationships, and we’re always listening to our customers’ evolving needs. Our business is built on the foundations of customer service excellence and the reality that when business travel gets complex, you need great people to keep you moving safely and efficiently. But we’re also living in a fast-changing world and technology is transforming the way we live, work and travel.

Just as we have in our personal lives, some businesses and business travellers want to achieve more convenience and control over how they book their business travel because their work lives aren’t operating in the traditional 9-5 model or office-based environment anymore. So, we’ve listened and delivered on those needs, acknowledging that choice is paramount for our customers. Some of our clients prefer the more traditional hands-off approach to booking travel, utilising our experienced travel consultants to manage every aspect of their travel plans; others want the ability to book quickly, intuitively, with less choice and more automation. Others want something in between. Adding ‘ello to our tech stack alongside other traditional online booking tools enables us to service all customer preferences seamlessly.

Q: Why did Spencer Corporate Travel choose to partner with ‘ello?

Karen: ‘ello is built by experienced corporate travel innovators who understand the unique and complex needs of managed travel programs. Leisure travel doesn’t have the same level of compliance and risk management needs as business travel, which is why leisure apps and online travel agencies simply don’t meet the needs of businesses. That’s why we’re confident that the team behind ‘ello have delivered a compelling solution that uniquely blends user experience, service personalisation and corporate travel policy governance.

Q: What’s the difference between ‘ello and more traditional online booking tools?

Troy: ’ello is an online booking tool that replicates the natural, conversational experience of booking travel through a travel advisor. Unlike conventional form-based booking platforms, ’ello allows users to make corporate travel bookings faster and more intuitively, without needing to navigate complex workflows, rigid search screens or lengthy booking forms.

Q: Does this mean I’ll no longer have access to a travel consultant?

Karen: Absolutely not. Our travel consultants aren’t going anywhere. The expertise and personal service our customers rely upon remains fully available – particularly for complex itineraries, group travel, or when something unexpected happens on the road. Regardless of our customer’s choice of booking technology, they remain supported by real humans whenever they need them.

Q: What can ‘ello actually book for me?

Troy: Everything you need for a business trip, from flights, hotels and car hire, ‘ello pulls all the content business travellers need into one booking platform, so you can book everything in one place. The idea is that you shouldn’t have to juggle multiple tools or platforms. ‘ello handles the whole trip, end to end, through a single conversation.

Q: How does the personalisation actually work?

Troy: ‘ello learns from your travel habits, preferences and booking history to proactively recommend the right options for you. Think of it as having a dedicated travel consultant who already knows you’d prefer an aisle seat, your go-to hotel brand, and that you always need an early check-in. Over time, the recommendations get sharper. It’s not just smart – it’s genuinely useful and truly personalised to your travel habits.

Q: How do I know if the travel recommendations I receive are actually the best prices or most relevant options to me if I can’t see all the options available to me?

Troy: ‘ello doesn’t make decisions on behalf of travellers. Instead, it presents travel options based on your organisation’s travel policy, preferences and the criteria you’ve requested. The recommendations are drawn from the same travel content available through traditional online booking tools, including airline, hotel and travel supplier content.

Travellers remain in control and can view alternative options, refine their search criteria and choose the option that best suits their needs. The goal of ‘ello AI is not to limit choice, but to simplify the decision making process by highlighting the most relevant options based on price, convenience and policy compliance.

Q: How does booking through ‘ello differ from using a traditional travel consultant?

Troy: ‘ello uses natural language processing, which means you communicate with ‘ello the way you would with a human travel advisor – as a conversation. You ask a question, and ‘ello responds in seconds, with the options it knows are most relevant to your preferences and your business needs.

Q: How is my data collected and used to power ‘ello AI, and is there any risk to my personal data?

Troy: ‘ello only uses the information necessary to search, book and manage travel on your behalf. Customer data is protected using enterprise-grade security controls and encryption. Importantly, customer data is not used to train public AI models. While all digital services carry some level of risk, protecting traveller data is a core priority in the design and operation of ‘ello.

Q: How does an online travel tool or AI assistant support me in a travel emergency?

Karen: All our clients’ travel booking data is available to our travel consultants 24/7, regardless of which booking channel they use. So in the event of any travel emergency, if human support is required or preferred, our team can quickly access bookings and update travel plans in line with corporate travel policy. We’re only a phone call away.

Q: What happens to a company’s duty of care obligations in a travel emergency?

Karen: Your company’s travel policies and approval workflows are built into ‘ello, so every booking made through the platform stays compliant with your travel policy. And because bookings sit within your managed travel program, your duty of care obligations are still covered – you’ll still have access to itineraries and the ability to use our traveller tracking and emergency communications tools. And, regardless of which of our online booking tools you use to book travel, you’ll always have access to real human service and expertise through Spencer Corporate Travel’s expert team as you need it, whether that’s in response to an emergency or to assist with more complex travel plans.

Q: Is it difficult to get started with ‘ello?

Troy: Not at all. We’ve intentionally designed ‘ello for maximum user experience so businesses can get started quickly. There are no manuals, no training sessions, and no lengthy setup processes. Self-registration and profile management are built in, so you’re up and running quickly.

Q: How do I get access or find out more?

Karen: Reach out to your Spencer Corporate Travel account manager and they’ll walk you through all our booking solutions and tech stack to ensure the right fit for your business.