Using the virtual agent

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We love making it easier for you to support travelers. That’s why we’ve built you something new. The AI-powered Virtual Agent allows you to:

• Effortlessly manage property bookings
• Quickly check the booking refund status
• Increase your efficiency by self-servicing right from the Trips or Itinerary pages

What’s more, the Virtual Agent uses machine learning so it will continuously get smarter and broaden its chat interface support capabilities.

Here’s where to find it:

1. Go to my ‘Trips’

   You can find ‘Trips’ at the top of your Expedia TAAP homepage.

   

    

2. Click 'Help'

   On the bottom-right corner, you should see a ‘floating chat button’ – clicking this will open a chat interface, initiating the Virtual Agent.

   If you do not see the ‘floating chat button’ then the Virtual Agent might not yet be available in your language. Try swapping to the English site to open the Virtual Agent.

   
   You can also access the Virtual Agent from other pages, such as the Itinerary Page (example below).

   

    

3. Engage with the Virtual Agent

   When you click the floating chat button, the Virtual Agent will open and automatically present you with a carousel of your upcoming bookings for quick selection. You can also click ‘Past and cancelled’ and select a previous itinerary, to enquire about the booking refund status.

   

Here's how to use it:

Using the Virtual Agent is intuitive. Simply follow the prompts and tell it what you need help with. It will respond and support you to the best of its abilities.

If the Virtual Agent is not able to help you this time around (as it’s still learning and enhancing its skills), then it will give you the relevant phone number to contact for support.

In this example, we want to modify an upcoming booking at the Pondok Denayu Homestay since the travelers want to stay an extra night.

1. Select the booking and then click ‘Change booking’

   After selecting the booking, choose one of the prompts provided, such as ‘Change booking’. Entering free-form text into the highlighted yellow box is not yet supported.

   

    

2. Select 'Dates'

   The Virtual Agent will now ask what you would like to change. Since we want to add an extra night, select ‘Dates’ from the list of options.

   

    

3. Choose new travel dates

   Selecting ‘Dates’ will open a calendar for you to choose the new check-in and check-out dates. Once updated, click ‘Continue’

   

   

    

4. Review the updated price

   The Virtual Agent will now check the prices for your updated travel dates. If you and the traveler are happy with the updated price, click ‘Yes, make the change’ to move onto check-out.

    

5. Check-out

   Enter the credit card details for payment and then click ‘Complete my change’ to finalize the change.

   

   Et voila!

   You’ve now changed the dates of the booking using the Virtual Agent. How easy was that?