📊 Topic

AI in customer service

2 stories · First covered Apr 19, 2026 · Latest Jun 5
Related: Revenue Management 1 Airbnb 1 Expedia 1 Labor Automation 1 Barry Diller 1 Hotel operators 1 Customer service in hospitality 1 Quality control and standards 1 Revenue management and market positioning 1 Hotel Technology Vendors 1
Expedia
AI in customer service Coverage
Barry Diller Says AI Won't Replace Humans. He's Right. But That's Not the Point.
Technology Primary
Jun 5

Barry Diller Says AI Won't Replace Humans. He's Right. But That's Not the Point.

Expedia's chairman is telling the industry AI isn't coming for your job. What he's not saying is that it's already coming for 30% of your customer service calls... and the vendor selling you "AI-powered" tools probably can't explain what's actually under the hood.

RP
Rav Patel 3 min read · Jun 5
Airbnb's Quality Problem Is Your Competitive Advantage. If You Actually Use It.
Operations
Apr 19

Airbnb's Quality Problem Is Your Competitive Advantage. If You Actually Use It.

A viral Airbnb horror story is making the rounds again, and hotel operators keep treating these moments like free entertainment instead of what they actually are: a marketing brief writing itself in real time.

RP
Rav Patel 3 min read · Apr 19