How Booking.com uses AI

Booking.com uses AppZen's Expense Audit to check travel expenses against customized rules and to sort expense items into high, medium and low risk categories. AppZen quotes an AP Accounting and Finance Operations Specialist at Booking.com saying the tool is most useful for flagging errors against customized travel expense rules and for categorizing items by risk level. No outcome figures such as hours or cost saved are published.

Booking.com has moved from a standalone AI Trip Planner to AI features embedded across the booking process. AI Trip Support is a first point of contact around the clock that answers questions about a property (for example parking) and helps travelers change reservations, with a handover to a human for complex cases. AI Voice Support lets travelers manage or cancel a booking by phone in their own words, and connects to a human agent with the context when needed. An earlier generation, the Booking Assistant chatbot, answered stay related questions from 2017.

Booking.com juggled numerous workplace applications with stale data and inefficient information access, while meeting strict security and GDPR requirements. It deployed Glean as a company wide search and AI platform, letting employees query their workplace applications in natural language instead of hunting across tools by hand. Glean says IT technicians who used to spend up to ten minutes per ticket finding the right information now resolve tickets in little to no time. Glean became the first AI platform adopted company wide at Booking.com, which the vendor says scaled AI to 14,000 employees.