From Internal Innovation to Hilton.com: Building Hilton’s First Agentic AI Travel Planner
summary
Internal 1.0 ships January 2025, stalls after user tests, then a 48-hour hackathon in summer 2025 reimagines the product as a chat married to search pages; the result launches to public beta on hilton.com March 2026 with mobile web map/cards in June and app rollout in August. Architecture uses cloud FMM orchestration, agentic workflows constrained by four tools—geography, name validator, metadata, property details—moves mid-build from managed agent framework to self‑hosted, adds streaming for a 30–35% performance improvement, and uses LLM‑as‑judge and observability to measure quality.
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chapters (8)
- 0:00Hilton’s AI Travel Planner journey
- 2:17Agentic AI for travel planning
- 8:38Hackathon pivot to Air Planner 2.0
- 10:03Redesigning conversation flow
- 11:27Demo of AI Planner’s search
- 14:13Trusting model with guardrails
- 16:22Speed and scalability in AI
- 18:05Key takeaways from AI Planner
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