Booking.com launches Smart Messenger and Auto-Reply agentic AI tools for partner-guest communication
Booking.com· NetherlandsBooking.com's first customer-facing agentic AI tools, Smart Messenger and Auto-Reply, gather partner, property and reservation information to autonomously suggest and send guest communications; early experiments yielded a 73% increase in partner satisfaction compared to previous messaging tools. The company also offers AI Trip Support, AI Voice Support, AI Rental Helper and AI-powered Flight Search Summaries.
Overview
Booking.com's first customer-facing agentic AI tools, Smart Messenger and Auto-Reply, gather partner, property and reservation information to autonomously suggest and send guest communications; early experiments yielded a 73% increase in partner satisfaction compared to previous messaging tools. The company also offers AI Trip Support, AI Voice Support, AI Rental Helper and AI-powered Flight Search Summaries.
The challenge
Booking.com wanted to make partner-to-guest communication faster, more streamlined and intuitive, while also meeting rising consumer demand for AI-assisted travel planning – 89% of consumers said they want to use AI in future travel planning per the company's Global AI Sentiment Report.
The solution
Booking.com launched its first customer-facing agentic AI tools, Smart Messenger and Auto-Reply. Smart Messenger gathers relevant partner, property and reservation information to autonomously take action, knowing when and what to suggest to support accommodation partners in guest communication. Auto-Reply lets partners define custom reply topics for instant responses to common and unique guest questions, continuously learning from past interactions and user feedback. The company also offers AI Trip Support (24/7 guidance on customer service topics), AI Voice Support (voice-powered trip management), AI Rental Helper (answers to common car rental questions) and AI-powered Flight Search Summaries.
Reported business value
Early experiments with Smart Messenger and Auto-Reply yielded a 73% increase in partner satisfaction compared to previous messaging tools. The products are now live in the Extranet, with Auto-Reply available globally and Smart Messenger available for partners based in the US, UK, New Zealand and Australia along with those who have selected EN as their preferred language.
Sources
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