Expedia's AI Integration Boosts Employee Trust and Engagement
At Glean:GO 2026, Expedia's leaders shared insights on integrating AI in the workplace, emphasizing the need for a flexible approach that fosters employee trust and engagement. Discover how Expedia navigates the complexities of AI tool adoption to enhance workplace productivity.
Key Facts
- Expedia's AI tool adoption increased employee trust, shifting queries from tactical to strategic.
- Glean's rapid adoption highlights the importance of user-friendly integration in enterprise AI solutions.
- The "Pioneers Group" approach reveals the value of early feedback in successful tech rollouts.
- Consolidating AI tools reduces redundancy, enhancing operational efficiency and user satisfaction.
- Trust in AI tools is critical; Expedia aims for personalized AI to improve user engagement and productivity.
Summary
Summary
Expedia Group faced the challenge of integrating AI tools into their workplace while ensuring a user-friendly experience. They implemented Glean as a primary access point for AI resources, which connected various enterprise contexts. As a result, employees began asking more strategic questions, indicating a successful adoption of the new tools.
Background
Expedia Group operates in the travel and technology industry, employing thousands of staff globally. Before deploying AI tools, employees expressed a desire for enterprise access to AI applications they were already using personally, but the company lacked a cohesive strategy to integrate these tools effectively.
Challenge
The primary challenge was to provide employees with a single, clear starting point for accessing AI tools without limiting their flexibility. Expedia needed to ensure that the implementation was secure and trustworthy while also allowing employees to adopt new technologies seamlessly.
Solution
Expedia began by embedding AI capabilities into existing platforms like Microsoft, Slack, and Zoom. They conducted a formal RFP process to evaluate AI platforms, ultimately selecting Glean for its quick adoption and user trust. They also formed the "Pioneers Group," consisting of representatives from various business units to test the tools and provide feedback on the rollout process.
Results
The success of the implementation was measured by behavioral shifts rather than raw usage numbers. Employees started to ask more strategic questions, moving away from tactical inquiries, indicating that they were utilizing Glean effectively. The team observed that when employees began to consult Glean before approaching leadership, it marked a significant step in the adoption process.
Key Insights
A successful AI deployment requires understanding user behavior and allowing flexibility in tool usage. Building trust and encouraging feedback can enhance user engagement. It's important to let employees shape their workflows rather than imposing rigid structures.
Customer Testimonial
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Entities Mentioned
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Key Concepts
Definitions
- Pioneers Group
- A cohort of representatives from every business unit at Expedia, given early access to new tools to provide feedback and shape rollout communication.
- front door analogy
- A metaphor used by Expedia to describe how Glean serves as a primary access point to various AI tools without forcing users into a single rigid experience.
- enterprise context
- The interconnected environment within a company that allows employees to access and utilize various tools and information effectively.
- collaborative AI
- An approach to AI where the technology is treated as a partner in the workflow, encouraging user feedback and interaction.
- digital co-worker
- An AI system designed to proactively assist users in their tasks rather than waiting for specific requests.
Use Cases
- →Embedding AI into existing tools like Microsoft, Slack, and Zoom
- →Using Glean for summarizing quarterly business reviews
- →Creating a centralized access point for AI tools
- →Encouraging feedback on AI responses to improve accuracy
- →Connecting more applications and tools to Glean
Frequently Asked Questions
What is Glean?
Glean is an AI platform used by Expedia to connect various enterprise tools and provide a centralized access point for employees. It helps users find the information they need without navigating through multiple systems.
How does Expedia ensure the security of AI tools?
Expedia evaluates AI platforms based on their security and governance capabilities. They prioritize tools that meet IT requirements while also being user-friendly and trustworthy for employees.
What is the Pioneers Group?
The Pioneers Group consists of representatives from different business units at Expedia who test new tools and provide feedback. This group plays a crucial role in shaping how new technologies are rolled out across the company.
Why is trust important in Expedia's AI strategy?
Trust is essential for the successful adoption of AI tools at Expedia. When employees trust the technology, they are more likely to use it effectively and integrate it into their workflows.
What future developments does Expedia envision for AI?
Expedia aims to enhance personalization in AI, creating a digital co-worker that proactively assists employees. They also plan to connect more applications to Glean to streamline workflows further.