Enhancing Travelers’ Experiences with Seamless Assistance 

Expedia Group (EG) has led the charge for over five years in transforming customer service in the travel industry with its pioneering AI-powered service agent, which seamlessly handles more than 143 million conversations each year.

The AI service agent has helped over 50% of travelers to self-serve their requests without having to call in. This has led to exceptional customer satisfaction scores with ratings consistently twice as high as those from consumers who call in for help.

Fast facts you didn’t know about Expedia Group and its AI-Powered Service Experience

• Established in 2018: Handles over 143 million conversations annually.
• Pioneering AI: One of the first travel companies to apply Generative AI, experimenting with ChatGPT for trip planning.
• Speed and Accuracy: GenAI automatically summarizes customer calls so service agents can quickly review notes, support travelers accurately and increase their productivity.
• Efficient Self-Service: Resolves over 50% of traveler requests.
• High Customer Satisfaction: Customer satisfaction ratings from travelers who self-serve are double that of travelers who call in for support.
• Live on Hotels.com app: The latest release of our AI Agent on the Hotels.com app brings years of technical insights and expertise together from our AI service agent to help travelers seamlessly discover, shop and trip plan.

Expedia Group continues to lead the industry by combining cutting-edge AI technology with unparalleled customer service, setting a new benchmark for traveler satisfaction and engagement.

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