Hilton’s CIO: Building the AI Trip Planner and Grappling With ‘Tokenomics’

Key Points

• Hilton's AI trip planner has slightly increased conversion rates and will soon be integrated into the Hilton Honors app.
• The company spent eight years overhauling its technology, moving from a monolithic system to cloud-based microservices to handle a massive rise in transactions.
• Hilton is closely monitoring the costs of AI, particularly 'tokenomics,' and emphasizes the need for education and careful use of AI across the organization.

Summary

Hilton's AI trip planner, now delivering higher conversion rates, is set to be integrated into the Hilton Honors app after improvements based on user behavior. The company spent eight years modernizing its tech infrastructure to support advanced AI and a dramatic increase in transactions. Hilton's leadership is now focused on managing rising AI-related costs and educating staff about the appropriate and efficient use of AI technologies.