Expedia's AI Revolution: Ramana Thumu Leading the Charge in Travel Tech Transformation!

Expedia has embarked on a transformative journey by harnessing the potential of artificial intelligence (AI) to revolutionize the way it operates and serves its customers. Under the leadership of CTO Ramana Thumu, who joined the company in late 2024, Expedia is focused on enhancing productivity among its 17,000 employees while also elevating the travel experience for its millions of users. This strategic focus on AI includes the development of internal tools such as the 'AI playground,' which allows for the creation of custom AI agents to streamline processes and improve efficiency. According to Fortune, this initiative is part of a broader effort to leverage AI for both internal and customer-facing applications.

Ramana Thumu, who took the helm as Expedia's Chief Technology Officer in late 2024, has brought a wave of innovation and strategic foresight to the company. With a solid background from his tenure at Fanatics, Thumu has focused on transforming Expedia's technological landscape through Artificial Intelligence (AI). Under his guidance, Expedia has launched several initiatives aimed at enhancing both employee productivity and customer satisfaction. His emphasis on AI not only includes fostering internal development through platforms like the 'AI playground' but also enhancing customer interactions by deploying AI agents capable of handling millions of conversations annually, as detailed in Fortune's article.

Thumu's dedication to innovation is evident in his strategic partnerships with leading AI providers such as OpenAI and Google's Gemini, which are integral to Expedia's arsenal of over 60 large language models. These partnerships enable the creation of custom AI agents that not only streamline employee workflows but also improve customer service. A notable achievement under Thumu's leadership is the development of an AI-based customer service system that manages to resolve over half of incoming queries autonomously, which significantly lowers operational costs and enhances customer experience. This aligns with Expedia's overarching strategy of using AI to increase efficiency both internally and in their customer-facing operations, a topic thoroughly explored in this Fortune article.

Besides focusing on technological advancements, Thumu has also prioritized building a robust AI workforce within Expedia. Through initiatives like the AI playground, employees are encouraged to create innovative solutions using various AI models. This platform has successfully facilitated the creation of over 1,500 AI agents as of early 2025. The people-centric approach of Thumu is evident in his effort to ensure that the workforce is proficient in the latest AI technologies, which not only augments productivity but also positions Expedia as a leader in the travel and AI integration space. As reported, these initiatives contribute to a secure work environment where innovation thrives.

Looking forward, Thumu envisions a future where AI enables seamless travel experiences and operational efficiencies across Expedia's platforms. His future plans include developing sophisticated 'agentic AI' systems designed to assist customers at all travel stages, from booking to service support. These innovations reflect Thumu's broader vision of integrating AI into every facet of Expedia's services, fundamentally redefining customer interaction and operational methodologies within the travel industry. The success of these plans and Thumu's leadership approach is clearly documented in Fortune's in-depth examination of his strategies.

Expedia's innovative approach to internal AI utilization, through the 'AI Playground', has significantly enhanced productivity for its vast workforce. This platform, offering access to over 60 large language models, empowers employees to create custom AI agents tailored to their specific needs. As a result, since its inception in January 2025, Expedia employees have successfully developed over 1,500 AI agents, frequently engaging with the platform in approximately 6,000 monthly sessions. Not only has this initiative streamlined workflows for coding and customer service, but it has also fostered a safe and secure environment for experimentation and innovation, according to a report by Fortune.

The role of Expedia's CTO, Ramana Thumu, has been pivotal in this AI-driven transformation. Thumu, who took up the role in late 2024, brought with him invaluable experience from his previous tenure at Fanatics, where he spearheaded numerous technological innovations. At Expedia, his focus has been clearly directed towards enhancing internal productivity and harnessing the power of AI for customer-facing applications. Under his leadership, the inclusion of the 'AI Playground' is a testament to Expedia's commitment to leveraging AI for organizational efficiency and improved customer interactions, as detailed in Fortune's analysis.

The emphasis on cultivating a culture of AI literacy among employees through the 'AI Playground' also aligns with Expedia's broader strategic goals. By providing employees with the tools to create and interact with AI technologies, the company is not only boosting immediate productivity but is also preparing its workforce for the future demands of the travel and tech industries. As Expedia realizes the vision of a seamless, AI-enhanced travel experience for customers, the internal capabilities fostered by the 'AI Playground' are set to play a crucial role, as noted in recent reports.

The travel industry is increasingly leveraging AI to transform customer service experiences, with Expedia leading the charge. Under the leadership of CTO Ramana Thumu, Expedia has integrated AI into its customer support systems to improve efficiency and user satisfaction. By implementing an AWS-based AI agent capable of handling 143 million conversations annually, Expedia has transformed its service capabilities, resolving over 50% of customer queries, such as booking changes and cancellations, without requiring human intervention. According to Fortune, this AI integration not only enhances responsiveness but also streamlines operations, ultimately boosting customer satisfaction and loyalty.

Expedia's innovative use of AI extends beyond task automation to personalized travel experiences, offering a unified approach to service across all travel stages. The vision for a 'unified AI companion' aligns with the company's objective to avoid the inefficiencies of disconnected tools, thereby providing seamless support from booking through to departure. Fortune highlights that the "agentic AI" being developed by Expedia aims to expand these capabilities by supporting multi-step travel processes, improving customer journeys, and redefining service standards in the industry. These efforts are projected to significantly enhance user experiences by ensuring timely and relevant assistance throughout the travel lifecycle, thereby setting a new benchmark for customer-service oriented AI in the travel sector.

As Expedia continues to prioritize AI in its business strategy, the development of its 'AI playground' stands out as a critical component in enhancing both internal operations and customer service. This platform empowers employees to create and deploy over 1,500 AI agents, facilitating continuous innovation in service delivery. According to the Fortune article, these efforts are not only a testament to the company's commitment to technological advancement but also underscore its focus on improving internal productivity alongside external customer satisfaction. By equipping staff with cutting-edge tools and fostering a culture of innovation, Expedia positions itself at the forefront of AI-driven customer service in travel.

Agentic AI represents a transformative wave in the travel industry, enabling seamless travel support from inquiries to itinerary management. Companies like Expedia are at the forefront, leveraging their comprehensive AI approaches to craft unified solutions that integrate booking, discovery, and troubleshooting within a single interface. According to Fortune, their AI agents manage millions of customer interactions, resolving a substantial portion without human intervention. This integration highlights the potential of AI to redefine customer service by ensuring consistent support and personalization throughout all stages of travel.

Expedia's commitment to innovative AI solutions underscores the immense potential of agentic AI, particularly in automating multifaceted travel processes. The company has demonstrated how AI-driven productivity tools within its ecosystem can transform both employee experiences and customer interactions. By implementing over 60 large language models, Expedia has created a dynamic environment where both staff and AI-driven processes enhance efficiency and service quality. As detailed in this report, the AI playground allows the development of specialized agents that streamline tasks ranging from complex itinerary arrangements to handling straightforward customer inquiries, marking a significant shift in travel management.

The future of agentic AI in travel is not just about improving convenience; it is about reshaping the travel experience by incorporating AI capabilities that offer bespoke solutions at every point of contact. As Expedia maps out plans to expand the functionality of these AI tools, it's clear that the potential to enhance user experience is vast. For example, their vision includes enhancing AI to handle bookings and assist with real-time travel changes, creating a virtual travel assistant that seamlessly guides users through every travel phase. This vision was further affirmed by Expedia's Chief Technology Officer, who shared insights on the company's ambitious plans to transcend current AI limitations, emphasizing a shift towards an AI-driven travel ecosystem as highlighted in Fortune.

Agentic AI is poised to revolutionize travel by not only addressing current challenges but also anticipating future needs. With ongoing advancements, companies like Expedia are developing systems that promise to offer more intuitive and proactive support. The move towards a more interconnected, AI-enhanced travel experience reflects a broader industry trend where personalization and efficiency are prioritized. Travelers can look forward to a service model that minimizes barriers and maximizes personalization, setting a new standard for the industry. By synergizing AI and human touchpoints, Expedia aims to craft a model of travel support that is as efficient as it is empathetic, a goal outlined by their strategic AI initiatives discussed in Fortune.

Ramana Thumu, who joined Expedia as the Chief Technology Officer (CTO) in late 2024, brings with him a wealth of experience, having spent a decade in technology leadership at Fanatics. According to Fortune, Thumu's strategic priorities at Expedia are multifaceted, with a sharp focus on enhancing internal productivity through cutting-edge AI tools and fostering partnerships with leading large language model providers. His vision involves leveraging AI to streamline workflows and improve customer experiences, which are central to his role overseeing Expedia’s AI-driven transformation.

Thumu's strategic roadmap includes the development of an 'AI playground' for Expedia's 17,000 employees, a platform that allows for the creation of custom AI agents in a secure environment. As outlined in the article, this initiative is designed to propel internal innovation and productivity, enabling teams to build and deploy AI applications across various operational dimensions. This has resulted in significant advancements, such as enhancements in coding efficiency and customer service capabilities.

Thumu's leadership also emphasizes the importance of data-centric strategies and strategic alliances with companies like OpenAI and Google. These partnerships are crucial for accessing and implementing state-of-the-art AI models that drive Expedia's technological evolution. According to CIODive, this data-driven approach is integral to achieving measurable outcomes like reduced cycle times and improved query resolution rates, which are key performance indicators for the company's AI initiatives.

Expedia's integration of AI is a significant driver of its business growth and performance, as detailed in a recent Fortune article. The company's Chief Technology Officer, Ramana Thumu, focuses on enhancing internal productivity and customer experience through innovative AI technologies. A key aspect of this strategy is the 'AI playground,' which empowers Expedia's 17,000 employees to develop custom AI agents using over 60 large language models, including those from OpenAI and Google's Gemini, facilitating significant workflow improvements and increased operational efficiency.

Expedia's deployment of AI in customer service has also had a pronounced impact on revenue growth. As described in the Fortune article, the AI-managed customer service platform has successfully automated millions of customer interactions, resolving over 50% of queries autonomously. This impressive capability not only enhances customer satisfaction but also contributes directly to the company's financial performance, supporting a 9% year-over-year revenue increase in the third quarter of 2025. These technology-driven efficiencies reflect the broader trend in the travel industry toward embracing AI to streamline operations and elevate the customer experience.

Looking ahead, Expedia is poised to leverage AI further to achieve seamless travel experiences for its users. Future plans involve developing an 'agentic AI' system that promises to unify all travel-related processes, transforming how travelers book, explore, and receive service. Such innovations could significantly boost the company's competitive advantage in the market, particularly as customers increasingly demand more personalized and streamlined travel solutions. With these strategic AI implementations, Expedia not only aims to improve customer interactions but also drive substantial revenue growth and operational success, thus reinforcing its position as a leader in the global travel sector.

Expedia continues to assert its role as a leader in the competitive travel industry by leveraging cutting-edge technologies like AI to enhance both employee productivity and customer experiences. Under the leadership of CTO Ramana Thumu, the company has introduced innovative internal tools such as the "AI playground," which provides employees with access to over 60 large language models from major tech providers such as OpenAI, Google's Gemini, Meta’s Llama, and Anthropic’s Claude. Since its launch in January 2025, this platform has facilitated the creation of more than 1,500 AI agents, demonstrating Expedia's commitment to integrating advanced AI solutions into its operational framework. These initiatives not only streamline workflows for the company's 17,000 employees but also ensure that various customer service functions are executed with greater efficiency and accuracy as detailed by Fortune.

A significant component of Expedia's strategy is its focus on agentic AI, which aims to provide seamless support across the entire travel spectrum, from booking and discovery to post-trip services. This ambitious vision involves developing AI capabilities that can autonomously manage customer interactions, thereby improving the overall travel experience without the need for human intervention. For example, Expedia's AI customer service agents, which operate from the robust Amazon Web Services platform, handle 143 million conversations annually, effectively resolving over half of customer queries accordingly to recent reports. This not only reduces operational costs significantly but also enhances customer satisfaction by enabling faster and more reliable service.

Moreover, Expedia's competitive edge is further bolstered by strategic partnerships and leadership hires. The appointment of Xavier Amatriain as the Chief AI and Data Officer underscores the company's commitment to scaling its AI capabilities across its vast data ecosystems. Such strategic moves are intended to fortify Expedia's position against rising competition from other travel giants and tech companies as discussed in Fortune. By focusing on internal productivity and customer-facing AI solutions, Expedia aims to maintain and possibly expand its market share in a rapidly evolving travel industry, which sees AI increasingly becoming a pivotal element of competitive strategy.

Measuring the success of AI implementations is crucial for organizations like Expedia that are heavily investing in artificial intelligence. Key metrics identified by Expedia’s CTO, Ramana Thumu, include impacts on productivity, efficiency, and customer satisfaction. For instance, the AI-driven customer service agents manage 143 million conversations annually, with over 50% of queries resolved without human assistance. Metrics such as these are essential, as they provide clear insights into the efficacy of AI tools and their direct influence on operational costs. By closely tracking these results and remaining adaptable, Expedia ensures continuous improvement in both its internal processes and customer experiences, aligning with Thumu’s strategic priorities.

Velocity and cycle time are critical metrics for evaluating the effectiveness of AI in improving developmental processes at Expedia. These metrics help in understanding how quickly AI tools enable the organization to move from idea generation to implementation, fundamentally affecting the productivity levels of its 17,000 employees. As stated in Fortune's article, Expedia measures the speed at which AI tools improve workflows, facilitating rapid development and deployment of new features and services without compromising on quality.

Since Expedia's foray into using AI technologies was announced, public reactions have been largely positive, with industry experts acknowledging the potential to transform travel management and customer service. As outlined in detail in the Fortune article, the implementation of AI has been significant both internally, with tools like the AI playground that facilitates the creation of custom AI agents, and externally, through customer-facing applications. For example, Expedia's AI capabilities in handling 143 million conversations annually, effectively resolving over 50% of queries, have drawn attention. This capability not only showcases the strength of AI in efficiently managing large volumes of customer interactions but also highlights scalability in providing a smoother user experience according to Fortune.

Among the general public and users of Expedia's services, there's been a mix of enthusiasm and curiosity. On various forums and social media platforms, users express excitement about the potential of AI to enhance travel experiences, particularly looking forward to more personalized and efficient service during complex scenarios like booking changes or travel disruptions. However, there are also questions and concerns emergent among customers about privacy, especially with AI handling sensitive booking and personal information. Fortune mentions these AI-driven interactions might pave the way for a more unified AI travel companion, a prospect that excites tech enthusiasts and frequent travelers alike.

On the business front, opinions vary as Expedia's competitors watch closely. Some competitors are invigorated to boost their own AI-driven services to keep pace, reflecting an industry-wide trend towards greater AI adoption spurred by leaders like Expedia. Moreover, as outlined by Expedia's CTO, Ramana Thumu, AI's role in enhancing productivity among the firm's employees is evident with initiatives like the AI playground contributing to improved workflow and innovation, which reflects positively on the company's market standing and encourages peer companies to innovate as well. As highlighted in the Fortune article, the anticipation is that AI could fulfill a dual role of enhancing customer satisfaction while also driving substantial internal efficiency gains.

The integration of AI into the economic framework of corporations like Expedia offers immense potential for boosting efficiency and growth within the travel sector. As detailed in this report, AI-driven personalization, search capabilities, and self-service options have already led to a significant 9% revenue increase and an 11% uptick in booked room nights for Expedia. The projection for AI contributing up to $13 trillion to the global GDP by 2030 underscores its transformative impact, with efficient AI tools set to bolster both consumer satisfaction and B2B ecosystems. However, economic risks loom for smaller competitors unable to scale similar AI practices, potentially leading to increased market consolidation.

Socially, AI offers promising avenues for enhancing travel experiences through personalized services and enriched user interactions. Expedia's AI-driven tools, such as their integration of ChatGPT for trip planning, are designed to offer tailored solutions that match diverse user preferences and needs. This approach, as highlighted by Expedia's steps towards inclusivity via language support and personalized service, could help democratize travel options for non-native speakers and users from underserved communities. Nonetheless, concerns about bias in AI recommendations remain, with potential repercussions for cultural sensitivity and equitable resource distribution, as AI might inadvertently favor high-demand destinations and affluent regions.

Politically, the deployment of advanced AI systems raises significant regulatory and ethical considerations. The use of data-rich, autonomous AI models by companies like Expedia could attract scrutiny from regulatory bodies focused on privacy, antitrust issues, and consumer protection, as indicated in the discussions surrounding the EU's GDPR rules. The possibility of AI acts imposing stringent regulations on high-risk systems may affect future technological advancements and pose costs related to compliance. Additionally, the increasing influence of AI in economic and political arenas might necessitate international cooperation to navigate the geopolitical complexities of AI development and deployment.