Expedia Plans to Use Artificial Intelligence for Customer Service

How does one of the largest players in global travel view the burgeoning field of artificial intelligence? As the tech world salivates over its game-changing potential, Expedia Inc. CEO Dara Khosrowshahi said the company plans to first use artificial intelligence for customer service rather than for something like trip-planning. “For me to be able to message Expedia on [Facebook] Messenger or text … ‘cancel my hotel booking in New York next week,’ it is a much more delightful experience than calling or even my getting on the website etc.,” Khosrowshahi said at Skift Global Forum in New York City last month. While leisure travelers might take on average perhaps just one or two vacations annually, artificial intelligence isn’t practical at this point for travel research and planning because artificial intelligence needs huge…


Link to Full Article: Expedia Plans to Use Artificial Intelligence for Customer Service