Expedia Group is leading the way in adopting generative AI and AI agents to enhance its customer experience. As one of the first to collaborate with OpenAI, the company has integrated tools like ChatGPT into its apps and created various AI projects. Shiyi Pickrell, SVP of Data and AI, emphasizes balancing innovation with practical business needs. The company has introduced a generative AI playground for employees to experiment with language models, leading to the development of nearly 200 AI agents. Expedia Group focuses on responsible AI, ensuring that all applications are safe, transparent, and unbiased while also fostering growth and operational efficiency across its strategy.
Enterprises are constantly trying to find the best way to adopt new technologies like generative AI. A leader in this space, Expedia Group, was among the first companies to collaborate with OpenAI after the release of its renowned tool in 2022. According to Shiyi Pickrell, the Senior Vice President for Data and AI at Expedia Group, the company quickly began embedding ChatGPT into its customer-facing app while also creating a plugin to leverage growing interest in this technology.
Expedia’s journey with AI can be seen as just the beginning. As the company refines its strategy, it focuses on balancing speed, innovation, scalability, and costs. Pickrell pointed out that although there is a lot of excitement in the AI space, it can sometimes lead to distractions rather than focused progress. The travel company identifies AI as a crucial element to enhance customer experiences, drive growth, and improve operational efficiencies.
Incorporating AI is not merely about cutting costs; it also aims to allow teams to invest their time in areas that matter most. Different departments within Expedia use AI tools in various ways. For instance, developers utilize Microsoft’s GitHub Copilot to enhance code quality, while Marketing teams leverage generative AI to optimize taglines and streamline image searches.
Recognizing the potential of AI, Expedia Group has created a generative AI playground for its employees, providing them with the opportunity to experiment with numerous large language models. This platform, launched earlier this year, has already seen significant engagement, leading to the development of nearly 200 AI agents.
The company ensures that its use of AI is responsible and well-regulated, dividing projects into low-risk and high-risk categories to maintain safety and transparency in its initiatives. As Shiyi Pickrell stated, there is no compromise when it comes to responsible AI, reinforcing Expedia’s commitment to innovation while ensuring clarity and ethical use.
Overall, Expedia Group’s focus on generative AI exemplifies how companies can effectively embrace emerging technologies while addressing the challenges involved.
Tags: Expedia Group, Generative AI, OpenAI, AI tools, Business Innovation
What is agentic generative AI?
Agentic generative AI refers to advanced technology that can create content, make decisions, and respond to prompts almost like a human. Companies like Expedia are exploring this technology to enhance their services.
Why is Expedia cautious about using AI?
Expedia is careful because they want to ensure that AI helps improve customer experiences without causing misunderstandings or losing the personal touch. They aim to use AI safely and responsibly.
How will this AI help travelers?
This AI can provide personalized travel suggestions, help with bookings, and answer questions quickly. It aims to make planning trips easier and more enjoyable for travelers.
What measures does Expedia take to ensure AI is safe?
Expedia monitors AI performance closely and uses strict guidelines. They focus on quality and ethics, making sure the technology is in line with the needs of their customers and the travel industry.
Can I still talk to a human if I need help?
Yes! Even with AI being used, Expedia still offers customer support from real people. If you prefer to speak to someone, you can always reach out for help.