How the travel giant balances innovation, scalability, and responsibility in its adoption of generative AI
Apr 2, 2025
Expedia Group has been at the forefront of adopting generative AI, beginning with early collaboration with OpenAI in 2022. Initially integrating ChatGPT into its customer app and building a plugin, the company is now in a more mature phase of its AI journey. It aims to balance innovation with scalability, speed, and cost, using AI to enhance both internal operations and customer experiences.
Key takeaways
- Expedia views AI as a strategic accelerator, not just a cost-cutting tool.
- Different departments use different AI tools (e.g., GitHub Copilot for developers, generative AI for marketing).
- The company is cautious about jumping too quickly into agent-based systems, prioritizing thoughtful integration.
- A secure internal AI playground helps employees across roles experiment with 19 LLMs and create agents.
- Responsible AI is a core principle, guided by a dedicated council evaluating use cases for safety and transparency.
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