AI Index / Expedia Group, Inc.
Expedia Group, Inc. (EXPE)
Expedia Group generates revenue through its B2B and B2C travel services (the B2B segment offers things like hotel APIs and travel agent affiliate programs, while the B2C segment encompasses consumer brands like Expedia, Hotels.com, and Vrbo). AI enhances these services by improving booking capabilities through machine learning, enabling cross-selling and personalization. Notably, Expedia has integrated a chatbot into its app, allowing users to plan trips conversationally and access exclusive discounts and rewards. Additionally, the company introduced Romie, an AI-powered travel assistant designed to simplify travel planning and enhance the user experience.
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On conversion, some of the most compelling use cases so far have been property question-and-answer, smart and natural language filters and review summaries. Over 70% of travelers read reviews before making a booking, and we use generative AI to efficiently summarize reviews and provide detailed property and neighborhood information.
- Ariane Gorin
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Quotes from expedia Executives About Artificial Intelligence and Generative AI
In customer service, we're continuing to leverage AI to allow travelers to self-serve, which both lowers costs and improves the traveler experience. For instance, our virtual agents now handle nearly half of all traveler inquiries through self-service.
- Ariane Gorin
Additionally, our agent copilot feature, which summarizes voice and chat interactions, significantly reduces after-call work for our call center agents.
- Ariane Gorin