The Expedia: Rescuing a Mission Critical B2B AI Tool
case studies highlights
Expedia is a global travel platform operating across millions of customer interactions and booking journeys worldwide. This project focused on applying AI to improve the processing and analysis of high-volume customer communications within a complex operational environment.
the challenge
Expedia’s AI transcription system was producing inaccurate outputs during B2B operational calls, including words and phrases that were not actually spoken. The challenge was to improve transcription reliability and ensure accurate capture of information across flights, hotels, and partner interactions.
the solution
The solution focused on improving the reliability of the AI transcription system by reducing inaccuracies and eliminating incorrectly generated words in call outputs. This stabilised transcription quality across B2B operational calls in flights, hotels, and partner services, ensuring more accurate downstream use of the data.
53% reduction in technical failures
Reduced technical failures by 53% within two months through system stabilisation and output correction improvements.
Stabilised multilingual AI transcription system
A fully stabilised, multilingual AI system was embedded into Expedia’s global B2B workflow.
High-accuracy call transcription
Delivered reliable, high-accuracy transcription of B2B trade calls across flights, hotels, and partner interactions.
Automated follow-up generation
Enabled context-aware, structured follow-up email drafting directly from call outputs, improving workflow continuity.
Operational integration
Seamlessly integrated into daily team operations, supporting existing B2B workflows without disruption.
Improved adoption and stakeholder confidence
Increased system adoption and restored stakeholder confidence in AI-generated transcription outputs.
Reduced manual administration
Significantly reduced manual post-call administration, improving efficiency across operational teams.
the result
"Working with Julie on the Soho House project was one of the most positive and fulfilling experiences I’ve had.Her approachable, transparent communication and hands-on involvement in testing made collaboration seamless and elevated the final outcome. What stood out most was her adaptability to new AI concepts and her drive for excellence, which motivated everyone involved."
Global Enterprise Cloud LeaderSenior Developer
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