Description: Rathi Murthy has always been passionate about technology roles that allow her to drive business transformation and improve customer experience. In her current role as CTO and president of Product & Technology for Expedia Group, she’s able to do both. One of her key goals is to enhance and unify the end-user experience across Expedia’s many brands, among them Hotels.com, Vrbo, and Travelocity. Another transformation goal: helping to modernize the entire travel industry by making Expedia’s AI technology available to B2B partners throughout the travel ecosystem, such as hotels, airlines, car rental companies, and cruise lines. Expedia Group’s travel platform processes more than 600 billion AI predictions each year and relies on AI and machine learning technology to provide a range of services, including fraud prevention, customer service through virtual agents, flight price comparisons, and quick and seamless travel booking. Rathi joins Sam Ransbotham and Shervin Khodabandeh on this episode of the Me, Myself, and AIpodcast to explain how Expedia Group is using artificial intelligence to continually improve the customer experience for travelers and travel providers alike.
Source: Sloanreview.mit.edu/audio
Date: Apr 11, 2023
Link: https://sloanreview.mit.edu/audio/making-600-billion-decisions-with-ai-expedia-groups-rathi-murthy/
Questions for discussion:
- What does the report say about the use of AI by the firm?
- What are some other marketing related areas that you think could benefit the firm and industry?
