View all news

Expedia Partner Solutions launches AI-powered virtual agent for partners and travelers

March 30, 2021
  • Expedia Partner Solutions partners now have access to virtual agent technology from Expedia Group, helping them deliver better service and give travelers more ways to access much needed support.
  • Early adopters have seen on average 35% of traveler requests resolved using virtual agent in the last six months.


SEATTLE, Wash., Mar. 30 2021 – Expedia Partner Solutions (EPS), powering travel for partners globally, introduces virtual agent for partners and travelers. Integrated into Expedia for Partners template, virtual agent technology from Expedia Group helps travelers quickly and easily resolve requests on amenities like breakfast and parking for a particular hotel or canceling a flight should plans change. For travel agents using Expedia Travel Agent Affiliate Program (TAAP), virtual agent technology helps them save time by allowing them to cancel bookings or check the status of a traveler’s refund.

“The information and guidance travelers need to book a trip has increased since the start of the pandemic. At the same time, our travel partners have faced financial pressures and reduced headcount,” says Ariane Gorin, President of Expedia Business Services. “Powering our partners today means providing them with new ways to meet traveler needs through automation and self-service, so that partners can spend their valuable time and resources where it makes the most impact. In the past six months, we’ve already seen over a third of traveler requests resolved through the virtual agent.”

Virtual agent was designed to make it easy for travelers to get answers to straightforward questions like wheelchair accessibility or check-in options and to manage their trip. To date, 45% of travelers have used the tool to cancel their trip, one in five (20%) have reconfirmed their lodging, and 20% have viewed their booking using the online chat tool. This means human agents have more time and capacity to support more complex queries.

Using artificial intelligence and machine learning technology, virtual agent interacts with travelers and travel agents in real time. It also looks at past actions from all travelers to determine the best course of action to address a particular need from a traveler, meaning it is constantly learning and improving. New features and functionalities are continuously being rolled out on virtual agent for example, partners on Expedia for Partners template recently gained the ability for their travelers to redeem air credits.

To find out how to access virtual agent please contact us



For further press information, and interview requests:

Katie Larson I Expedia Partner Solutions I

About Expedia Partner Solutions 

Expedia® Partner Solutions (EPS) powers travel for partners globally. Driven by the core belief that travel is a force for good, we help partners facilitate memorable experiences for travelers and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success for leading airlines, top consumer brands, travel agencies and thousands of other partners through our versatile API, online template solutions and powerful agent tools. Twitter LinkedIn

©2021 Expedia, Inc. All rights reserved. Expedia is a registered trademark of Expedia, Inc. in the U.S. and/or other countries. Other trademarks are the property of their respective owners.

Multimedia Files:

View all news