内容来源：https://www.geekwire.com/2026/expedia-group-sees-reward-and-risk-in-the-rise-of-ai-powered-travel/

内容总结：

Expedia集团AI布局见效：超三成客服由AI处理，接入ChatGPT与Claude拓展订票渠道

在线旅游巨头Expedia集团在最新财报中透露，其自助客服交互中已有超过30%由人工智能处理。公司首席执行官Ariane Gorin在周四的第一季度财报电话会议上详细介绍了这家西雅图总部的AI战略，既包括内部成本削减，也押注聊天机器人成为新的客户来源。

财报显示，Expedia集团第一季度营收达34.3亿美元，同比增长15%；调整后盈利5.42亿美元，同比大增83%。当季利润率达到15.8%，创下15年来的最高水平。然而，尽管业绩强劲，公司维持全年业绩指引不变，导致股价周五下跌约6.5%。

AI多渠道布局：接入ChatGPT、Claude及Gemini

Gorin透露，Expedia目前已在OpenAI的ChatGPT和Anthropic的Claude平台上实现旅游预订集成，并正在推进接入谷歌的Gemini。公司去年10月成为首批在ChatGPT内部推出应用的旅游品牌之一，并于今年2月在ChatGPT上线广告。她表示，虽然AI渠道带来的流量和预订量目前规模较小，但新用户组合、转化率和平均购买金额令人鼓舞。

AI驱动的效率提升与成本控制

Gorin指出，Expedia每年处理约2.5亿次客服交互，其中超过半数通过自助服务解决，AI驱动的比例持续增长。新客服代理的入职培训时间已缩短约60%。当客户需要人工服务时，AI会自动生成历史对话摘要，避免代理重复提问。该系统现已支持30多种语言。

与此同时，公司过去两年已裁减数百个工程、产品和技术岗位，包括今年年初在西雅图总部裁撤的162个职位。

AI是把双刃剑：既是机遇也是防御需求

Expedia将“新兴AI驱动平台”列入竞争威胁清单，担忧聊天机器人可能完全绕过在线旅行社直接完成预订。不过，OpenAI近期缩减了在ChatGPT内直接结账的计划，使在线旅行社股在3月出现上涨。Gorin对此表示并不意外，认为旅游预订和服务过于复杂，AI平台难以独立处理。她强调，如果市场进一步向付费模式演变，“那是我们非常熟悉的领域”。

AI投入加大，但讲求回报

即将离任的CFO Scott Schenkel表示，预计下半年AI计算成本将上升，但公司正通过削减其他开支来支撑投资。Gorin强调，公司并未在AI应用上放慢脚步，但会战略性地审慎部署，确保技术投入能够带来实际回报。

此外，Expedia集团旗下不仅包括旗舰平台Expedia，还拥有Hotels.com、Vrbo以及为企业客户（包括航空公司和差旅公司）提供酒店预订服务的B2B业务。上周，Expedia成为优步的独家酒店合作伙伴，其住宿库存将整合进优步应用程序。

中文翻译：

Expedia集团超过30%的自助客服交互现已由人工智能处理。其增长最快的营销渠道是让旗下品牌出现在AI回复中。此外，该公司目前已在ChatGPT和Claude两个平台上实现了旅行预订集成。

Expedia集团CEO Ariane Gorin在周四的公司第一季度财报电话会议上，详细阐述了这家总部位于西雅图的在线旅游巨头在人工智能领域的推进策略。该战略既包括内部成本削减，也押注于将聊天机器人作为新客户来源。

该公司报告营收为34.3亿美元，同比增长15%；调整后收益为5.42亿美元，同比增长83%。第一季度利润率为15.8%，创15年来最高。

然而，Expedia股价周五下跌约6.5%，原因是投资者对该公司尽管第一季度业绩强劲但维持全年业绩预期不变的做法做出反应。

除旗舰品牌Expedia门户网站外，Expedia集团旗下还包括Hotels.com、Vrbo以及一项B2B业务——该业务为包括航空公司和差旅公司在内的合作伙伴提供酒店预订技术支持。上周，该公司成为优步的独家酒店合作伙伴，优步将把Expedia的住宿库存整合到其应用程序中。

AI影响：对Expedia而言，推进人工智能既是机遇，也是防御的必要之举。该公司将"新兴AI驱动平台"列为其竞争威胁之一，反映出对聊天机器人可能完全将在线旅游代理商排除在预订流程之外的担忧。

OpenAI近期缩减了在ChatGPT内直接结账的计划，这一决定使在线旅游代理商股票在三月份上涨。Gorin表示，她对该计划的收缩并不感到意外，认为旅行预订和服务对AI平台而言过于复杂，难以独立处理。

她表示，如果市场进一步向付费模式发展，"那我们对此领域非常熟悉"。去年十月，Expedia成为首批在OpenAI的ChatGPT内以应用形式上线的旅游品牌之一。该公司于二月份在ChatGPT上开始投放广告。

除了在ChatGPT和Claude中集成旅行预订外，Gorin表示Expedia也在努力出现在谷歌的Gemini平台上。

她指出，来自AI驱动渠道的流量和预订量虽然不大，但公司对新用户组合、转化率和平均购买规模感到鼓舞。

新效率：Gorin表示，Expedia每年处理约2.5亿次客户服务交互，其中超过一半通过自助服务解决，且由AI驱动的比例持续增长。

该公司已将新客服人员的上岗培训时间缩短了约60%。当客户确实需要人工客服时，AI会生成先前对话的摘要，使客服人员无需从头开始了解情况。该系统现已支持30多种语言。

与此同时，Expedia在过去两年中削减了数百个工程、产品和技术岗位，包括今年早些时候在其西雅图总部裁减的162个职位。

AI成本：即将离任的首席财务官Scott Schenkel表示，公司预计今年下半年的AI计算成本将上升，但将通过削减其他方面的支出来为这项投资提供资金。该公司在财报或电话会议中未将具体的AI成本作为单独项目披露。

Gorin表示，公司在AI应用方面并未放慢脚步，但也在使用策略上保持战略性，审慎评估技术的部署领域，以确保其带来回报。

英文来源：

More than 30% of Expedia Group’s self-serve customer support interactions are now handled by AI. Its fastest-growing marketing channel is getting its brands to show up in AI responses. And the company now has travel booking integrations across both ChatGPT and Claude.
Expedia Group CEO Ariane Gorin offered new details about the Seattle-based online travel giant’s AI push on the company’s first-quarter earnings call Thursday, describing a strategy that includes both internal cost-cutting and a bet on chatbots as a new source of customers.
The company reported revenue of $3.43 billion, up 15% year over year, and adjusted earnings of $542 million, up 83%. Its first-quarter profit margin was 15.8%, the highest in 15 years.
Expedia’s stock was down about 6.5% Friday, however, as investors reacted to the company holding its full-year guidance unchanged despite the strong first-quarter results.
In addition to its flagship Expedia portal, Expedia Group includes Hotels.com, Vrbo, and a B2B business that powers hotel bookings for partners including airlines and corporate travel companies. Last week, it became the exclusive hotel partner for Uber, which will integrate Expedia’s lodging inventory into its app.
AI impact: The AI push is both an opportunity and a defensive necessity for Expedia. The company lists “emerging AI-powered platforms” among its competitive threats, reflecting concerns that chatbots could cut online travel agencies out of the booking process altogether.
OpenAI recently scaled back plans to enable direct checkout inside ChatGPT, a decision that sent OTA stocks higher in March. Gorin said she wasn’t surprised by the pullback, arguing that travel booking and servicing are too complex for AI platforms to handle on their own.
If the market evolves further toward a paid model, she said, “that’s a space we know well.” Expedia was among the first travel brands to launch as an app inside OpenAI’s ChatGPT last October. The company went live with ads on ChatGPT in February.
In addition to travel booking integrations in ChatGPT and Claude, Gorin said Expedia is working to show up on Google’s Gemini as well.
She noted that traffic and bookings from AI-driven channels are small but the company is encouraged by the mix of new users, conversion rates, and average purchase size.
New efficiencies: Gorin said Expedia handles roughly 250 million customer service interactions per year, with more than half resolved through self-service and a growing share powered by AI.
The company has cut new customer service agent onboarding time by about 60%. When customers do need a human agent, AI generates summaries of previous conversations so agents don’t have to start from scratch. The system now works in more than 30 languages.
At the same time, Expedia has cut hundreds of engineering, product, and technology jobs over the past two years, including 162 roles at its Seattle headquarters earlier this year.
AI costs: Outgoing CFO Scott Schenkel said the company expects AI compute costs to rise in the second half of the year but is funding the investment through cuts elsewhere. The company didn’t disclose specific AI costs as a line item in its earnings report or conference call.
Gorin said the company is not holding back on AI adoption but is also being strategic about its usage, scrutinizing where the technology is deployed to make sure it delivers returns.