Case Study: Optimising Expedia’s AI Transcribe Tool for Peak Performance

The Challenge

Expedia’s AI transcription tool—a critical component for customer service and data processing—was plagued by performance issues, bugs, and accuracy gaps, creating inefficiencies across teams.

The Solution

As the Technical Lead, Julie spearheaded the destabilization's and optimisation of the tool by:
✅ Diagnosing & Resolving Core Issues – Reduced technical failures by 40% in 6 weeks through systematic debugging and vendor collaboration.
✅ Bridging Vendor & Internal Teams – Aligned stakeholders, improved communication, and implemented long-term fixes.
✅ Enhancing Accuracy & Reliability – Refined the tool’s output to ensure consistent, high-quality transcriptions.

The Impact

The improvements led to:
Smoother Operations – Fewer disruptions for internal teams and customers.
Higher Productivity – Reduced manual corrections, saving time and resources.
Stronger AI Performance – A more reliable tool for Expedia’s global workflows.

Why It Matters

This project went beyond troubleshooting—it strengthened a key AI system, proving that technical agility and cross-functional collaboration are essential for AI success.

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