The Expedia: Rescuing a Mission Critical B2B AI Tool
case studies highlights
Expedia is one of the world’s leading travel technology platforms, operating globally across consumer and B2B markets. Its trade division supports partners worldwide, where operational efficiency and accuracy directly impact revenue and relationships.
the challenge
Expedia’s B2B AI transcription tool — built to listen to trade calls, generate transcripts, and draft follow-up emails — was underperforming.
The system was plagued by:
Accuracy gaps across multiple languages
Persistent bugs and technical instability
Low reliability in live trade call environments
Friction within global B2B workflows
As a result, adoption suffered and operational efficiency was compromised across international teams.
the solution
Julie led the stabilisation and optimisation of the tool through:
Root Cause Diagnosis: Identified structural build flaws and prioritised technical fixes.
Performance Stabilisation: Reduced technical failures by 40% within 6 weeks.
Vendor & Internal Alignment: Bridged communication gaps to implement long-term, scalable improvements.
Multilingual Model Refinement: Enhanced transcription and contextual accuracy across international markets.
A fully stabilised, multilingual AI system embedded into Expedia’s global B2B workflow, delivering:
Reliable, high-accuracy trade call transcription
Context-aware, structured follow-up email drafting
Seamless integration into daily team operations
53% reduction in technical failures in under two months
Increased adoption and restored stakeholder confidence
Significant reduction in manual post-call administration
The results
"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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