Booking.com AI communication system boosts partner satisfaction
Updated
Updated · ZDNet · May 4
Booking.com AI communication system boosts partner satisfaction
13 articles · Updated · ZDNet · May 4
Director Huy Dao said the partner-to-guest tools, Smart Messenger and Auto-Reply, were built to help hotel partners answer guest questions faster and more accurately.
The rollout began with human-reviewed suggested replies, then expanded to automated responses as partners gained confidence, reducing response times and cutting customer-support contacts and costs.
Built on an internal Python system and a broader data stack, the project is part of Booking.com's wider push to invest heavily in generative and agentic AI over the next 24 months.
Booking.com’s AI impresses hotels, but can it solve why 88% of its customers still book single services?
When autonomous AI manages bookings, what safeguards prevent costly errors and protect sensitive traveler data from misuse?