CEOs of Navan and Expedia Discuss AI and Human Interaction in Travel at Semafor Event

At the Semafor World Economy event in Washington, DC, on April 14, 2026, executives from travel companies discussed the role of AI in the industry. Navan CEO Ariel Cohen stated that AI agents enhance the planning experience for travelers. However, he noted that human interaction between customers and providers remains essential.

Cohen described Navan's AI chatbot, Ava, which handles tasks such as trip changes and travel interruptions efficiently. He observed that AI agents alone are insufficient for all scenarios. Cohen said that combining AI with human agents through orchestration leads to better outcomes.

Expedia CEO Ariane Gorin also addressed the integration of AI and human elements in travel services. She explained that AI enables better service and traveler experiences when paired with human involvement. Gorin provided an example from a period of regional conflict in the Middle East, where Expedia adjusted policies with hotel partners for flexibility.

During that time, Expedia implemented in-app updates for self-service options. Despite an increase in customer calls, the company resolved issues 9% faster than the previous year. Gorin attributed this improvement to AI and technology used in call centers.

Gorin distinguished between self-service automation and assisted support. She noted that automation reduces the need for calls by embedding features directly in products. When customers require assistance, AI helps agents resolve matters more quickly.

The discussion underscored the importance of balancing technology with personal interaction in the travel sector. This hybrid approach addresses both routine tasks and complex customer needs. Travel companies continue to invest in such systems to improve overall efficiency.

Background on AI in travel includes its growing use for personalization and problem-solving. Events like Semafor World Economy provide platforms for industry leaders to share insights. These conversations inform strategies for future service enhancements.

Stakeholders affected include travelers seeking seamless experiences, corporate clients managing business trips, and service providers adapting to technological changes. Next steps may involve further development of AI tools and training for human agents to optimize orchestration.