Booking Holding The company is seeing benefits from its investments in generative AI and continues to expand its AI-powered capabilities across its operations, executives said Tuesday (April 28) during the company’s first quarter. Earnings call.
“Our approach remains disciplined and focused on where AI can make a meaningful impact across our products and services – improving effectiveness for travelers and partners, driving internal efficiencies, and working closely with leading external partners to ensure we are well positioned should the current use of frontier LLMs (Large Language Models) for travel discovery and planning become more closely linked to direct and instant booking execution,” CEO and President of Booking Holdings said. Glenn Vogel He said during the call.
Includes Booking Holdings’ travel and related platforms Booking.com, Priceline, Agoda, Kayak and Open table.
Explaining how the company’s platforms use AI, Vogel, an AI travel agent for Priceline, said: One penny It’s becoming more interactive and more personalized, and in early testing “we’re seeing a significant increase in the number of users interacting with Penny compared to users who aren’t using Penny.”
Booking.com’s AI-driven capabilities have evolved to include improved natural language search and more dynamic discovery features. Additionally, agent service streams for complaints and cancellations have reduced customer service calls and improved the post-booking experience.
OpenTable has launched an AI-powered concierge service that initially answered diners’ questions and is now evolving into a broader discovery tool. The platform is also developing capabilities to help OpenTable’s restaurant partners streamline their operations and gain actionable insights. When you launch this Artificial intelligence assistant In July 2025, OpenTable said it had answered 80% of diners’ questions, reducing the need for phone calls to restaurants.
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Agoda found that AI-powered automation led to a double-digit year-over-year reduction in customer service costs per reservation. This is an example of the “remarkable opportunity” that AI offers when it comes to productivity and efficiency, Vogel said.
In addition to these internal efforts, Booking Holdings is also collaborating with OpenAI, Google, Anthropic, Amazon and other leading AI organizations to position itself to meet demand for travel and related services wherever they arise.
“As AI reshapes how travelers discover and plan trips, we are focused on meeting them where that journey begins,” Vogel said during the call.
