Online shopping can be tedious and complex when it comes to organizing travel plans. Expedia Group, a major e-commerce company, has recognized this issue and is the first to use ChatGPT, a cutting edge artificial intelligence (AI) chatbot, in order to make arranging trips easier.
ChatGPT is based on the language model (LLM) created by OpenAI and it has become a game-changer when it comes to efficient AI chatbots. Microsoft has integrated it into its search engine, Bing, so that it can access more up-to-date information, and Snapchat has its own GPT integration to give it an ever-evolving personality. Now, when using the Beta version of Expedia’s app for iOS users, customers can plan their journeys in an open-ended ‘chat’ session with the application. People can discuss their ideas for destinations, accommodations, things to do, and sights to see almost as if they were talking to an expert travel agent. Furthermore, through specialist-designed features, Expedia encourages customers to explore exclusive rewards and discounts while also compiling every topic discussed in a Trip list so they can refer to it at any time.
At the same time, such programs are not flawless and can make mistakes. Without proper monitoring, Expedia users could be given inaccurate information, such as a restaurant that isn’t dog-friendly or an accommodation that isn’t wheelchair accessible. The company does state that measures have been taken to reduce mistakes, however, only time will tell how successful these have been.
Expedia is also relying on AI for other features, such as personal recommendations, tracking flight prices and market research. Looking further ahead in the future, generative AI chatbots could be beneficial in other areas of e-commerce, such as providing quality customer support, interactive marketing material, or creating personalized product descriptions that match the customer’s needs.
Originally a Microsoft spin-out, Expedia Group is a global online travel agent that includes some of the world’s most renowned travel brands, such as Hotels.com, Expedia, Hotwire, Travelocity, HomeAway, Egencia, Orbitz and TripAdvisor. Founded in 1996 and headquartered in Seattle, Expedia Group has become the world’s leading online travel company and is now run by the CEO, Peter Kern. With the integration of Generative AI Chatbots well underway, Expedia Group is continuing to strive for a more convenient and optimized service for their customers.
