We know travel and use conversation to empower our travelers, partners, and agents with our deep expertise. We apply traveler insights and smart technology to deliver personalized and seamless experiences. Conversation design is a design language based on human conversation. The more we leverage human conversation in an interface, the easier [...]

Design For Agents Expedia Group (EG) has developed the Travel Platform to power global travel for everyone, everywhere. As part of this, we have built EG's Conversation Platform, which automates the most complicated travel journeys and intelligently connects travelers, suppliers, partners, and customer service agents. My work area related to customer service agents is [...]

The Virtual Agent can do more than just type; now, it can speak! Our idea here is to enable all the same skills being utilized by chat for the Voice channel. In the future, this will mean speaking with the VA through your Expedia app, your Alexa Dot, or even your car’s entertainment [...]