Expedia Group is pioneering the use of generative AI and AI agents, having collaborated with OpenAI since 2022. The company integrated ChatGPT into its customer apps and launched a generative AI playground for employees to explore various AI tools safely. This initiative has seen over 10,000 user sessions and nearly 200 AI agents created. Expedia aims to strike a balance between innovation and practical applications of AI, driving better customer experiences while managing costs. The company emphasizes responsible AI use, ensuring that projects are vetted for safety and transparency. With a focus on enhancing productivity across departments, Expedia continues to support employee engagement with AI technology, fostering creativity and efficiency in their workflows.
Expedia Group Embraces Generative AI to Enhance Employee Engagement and Innovation
In an era where technology is constantly evolving, enterprises are grappling with the right pace to adopt advancements like generative AI and AI agents. Expedia Group, a pioneer in this space, was among the first to collaborate with OpenAI after the launch of the technology in 2022. Shiyi Pickrell, Senior Vice President of Data and AI at Expedia, emphasized that this endeavor is just the beginning of their AI journey.
Since integrating ChatGPT into their customer-facing app, Expedia Group has focused on balancing innovation with scalability and conscious spending. Pickrell mentioned, “There’s lots of excitement out there,” but he also warned against the potential distractions that come with rapid technological advancements.
Expedia sees AI as not just a tool, but an accelerator in achieving strategic goals, which revolve around bettering customer experiences and streamlining operations. The company’s CEO, Ariane Gorin, shared during an earnings call that AI is about enabling teams to maximize their impact, rather than just cutting costs.
Different teams within Expedia employ various AI tools geared towards their specific needs. Developers find success with Microsoft’s GitHub Copilot, enhancing code quality, while Marketing teams leverage generative AI to boost creativity and efficiency.
To further foster an innovative culture, Expedia has created a generative AI playground for its employees. This platform allows them to experiment with different AI models securely. Within just a few months, this initiative led to over 10,000 sessions and the development of nearly 200 AI agents, showcasing promising engagement levels among employees.
Expedia’s approach to AI is structured into three stages, helping employees understand the technology better:
1. Completing a single task, like retrieving information.
2. Carrying out a series of tasks.
3. Orchestrating multiple tasks simultaneously.
Ensuring responsible use of AI is crucial for Expedia, and the company has established a council composed of legal and tech professionals to vet each use case, categorizing them into low and high-risk.
In Pickrell’s words, “There is no compromise on responsible AI,” reflecting the company’s commitment to safety and transparency.
As Expedia Group continues to explore generative AI’s vast possibilities, its focus remains on balancing innovation with ethical considerations, paving the way for more efficient and engaging workflows in the travel industry.
Tags: Expedia Group, Generative AI, AI Agents, Employee Engagement, Digital Innovation, OpenAI
What is Expedia’s stance on using AI technology?
Expedia approaches AI technology with care. They believe that using generative AI can improve customer experiences but want to ensure it is safe and ethical.
Why is Expedia cautious about AI?
Expedia is cautious because they want to protect customer data and ensure that the AI provides accurate information. They also want to avoid any misunderstandings that might arise from AI-generated content.
How does Expedia plan to use AI?
Expedia plans to use AI to enhance customer service and personalize travel recommendations. This means you could get suggestions that better fit your travel preferences.
Will AI replacements happen for travel agents?
No, Expedia does not plan to replace human travel agents with AI. They see AI as a tool that can assist agents in providing better service, not as a replacement for human interaction.
How can customers benefit from Expedia’s AI use?
Customers can benefit from quicker responses to inquiries and more tailored travel options. The aim is to create a smoother and more enjoyable booking experience through the use of AI technology.