Expedia Group CEO Ariane Gorin is testing artificial intelligence across every corner of the business and equally watching closely how it evolves across the wider industry.
“For all of us this is an exciting moment, and we’re in the early innings,” she said at The Phocuswright Conference 2024 in Phoenix, Arizona.
Gorin said Expedia was one one of the first to introduce ChatGPT to its app — just to test how people use it.
“Today, we’re testing it in almost everything in the operations of the company whether it’s customer service, where most of us are seeing the most immediate return … or in product, review summaries, destination insights,” she said during the session on Center Stage.
New AI tool Romie was proving popular for trip planning too, according to Gorin.
“What we’re finding is people are interested in using it for trip planning. They want to know about destinations, they have budget related travel questions. Less so on…
