Customer support · Production

Expedia Group launches Romie, an AI travel assistant for group trip planning and real-time travel support

The problem

Planning a group trip is inherently complicated because different travelers have conflicting preferences for accommodation and activities, with no easy way to reconcile them into a coherent plan.

Workflow diagram · grounded in source
1
Group chat invitation
trigger
“Invite Romie to join your SMS group chat and listen to your vacation plans.”
2
On-demand AI suggestions
ai_action
“@Romie to get suggestions on where to go or what to do, like you would a travel agent”
3
Group chat summarization
ai_action
“Ask Romie to summarize your group chat and bring what they learned straight into your Expedia shopping experience so you can start building out and booking your trip”
4
Email booking integration
integration
“Connect Romie to your email to have them pull in bookings you made elsewhere and suggest restaurants and activities near your hotel like a good concierge”
5
Dynamic disruption monitoring
ai_action
“Romie keeps an eye on the weather and looks out for last-minute disruptions that could impact your plans and has alternative suggestions ready”
6
Real-time itinerary update
output
“Romie is constantly updating your itinerary in real time so anyone in the group chat with FOMO can see what you're up to”
7
GenAI destination comparison
ai_action
“We're using GenAI to help you discover and compare destinations based on themes like beach, family, nature — and average price per night, so you land on your ideal place much faster”
8
ML-driven air price insights
ai_action
“we're launching Air Price Comparison to help you compare flight prices across different dates and combining this with machine learning-driven price insights”
9
GenAI help center answers
ai_action
“By bringing GenAI into the Help Center, it's really easy to get a summarized answer to your question, saving you a ton of time reading through articles”
Reported outcome

Expedia Group launched an alpha of Romie via EG Labs, providing AI-powered group trip planning, personalized shopping, itinerary management, and real-time disruption handling, with travelers spending less time planning and making booking decisions faster.

Reported metrics
Trip planning timespending less time planning your trip
Time reading help articlessaving you a ton of time reading through articles
Destination discovery speedland on your ideal place much faster
Booking decision speedmake a decision much faster
Reported stack
RomieGenAImachine learningiMessageWhatsApp
Source
https://medium.com/expedia-group-tech/traveling-just-got-a-whole-lot-smarter-with-romie-dfb9b21c07c5
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Expedia Group launched an alpha of Romie via EG Labs, providing AI-powered group trip planning, personalized shopping, itinerary management, and real-time disruption handling, with travelers spending less time plannin…

What tools did this team use?

Romie, GenAI, machine learning, iMessage, WhatsApp.

What results were reported?

Trip planning time: spending less time planning your trip; Time reading help articles: saving you a ton of time reading through articles; Destination discovery speed: land on your ideal place much faster; Booking decision speed: make a decision much faster (source-reported, not independently verified).

How is this customer support AI workflow structured?

Group chat invitation → On-demand AI suggestions → Group chat summarization → Email booking integration → Dynamic disruption monitoring → Real-time itinerary update → GenAI destination comparison → ML-driven air price insights → GenAI help center answers.

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