Booking.com banks on artificial intelligence to enrich customer experience

Booking.com banks on artificial intelligence to enrich customer experience

Amsterdam-based Booking.com is betting big on digital technologies like artificial intelligence (AI), machine learning (ML) and natural language processing (NLP) in its bid to make travel more exciting and personalised for its customers.

A digital travel platform, Booking.com connects travellers with places to stay. Users can book on the website or mobile app that has currently over 28 million total reported listings, and covers more than 147,000 destinations in 228 countries. More than 1.5 million room nights are reserved on the platform every day. “We are a technology company, but our product is travel. At our core is AI and ML, and we want to give the best experience to our customers through technology,” Gillian Tans, CEO of Booking.com, said in a recent interview.

Tans and her team leverage technology at every step of the booking journey to make informed decisions about customer behaviour and preferences and empower users to book travel experiences seamlessly. “Balancing cutting edge technology with a human touch is key” says Ram Papatla, vice-president (Experiences) at Booking.com.


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