How Expedia’s CTO is using AI to transform work for 17,000 employees—and travel for millions | Fortune
Summary
Expedia's CTO is democratizing AI across the company by giving employees access to an AI playground with 60+ large language models, enabling staff to build agentic tools; since January 2025 employees have created over 1,500 AI agents with about 6,000 monthly sessions. Two-thirds of developers use AI coding assistants—yielding an estimated ~20% productivity lift—and the company has embedded small AI squads into multiple business divisions to identify automation opportunities. Expedia deploys customer-facing AI such as Trip Matching and an AWS-based customer-service agent that handles 143 million conversations a year and resolves over 50% of queries, and it has piloted integrations like Apps in ChatGPT. The company measures adoption and impact closely, iterates on experiments that fail to deliver, and aims to stitch agentic capabilities into a single, seamless customer experience.
