Booking Holdings CEO: AI Referrals Small, But AI Cuts Service Costs
Booking Holdings’ CEO stated that AI-driven referrals remain a minor contributor to the business, while AI initiatives are cutting customer service costs per booking at a double-digit rate.
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During a conference call, the CEO of Booking Holdings said that AI-driven referrals still represent a relatively small portion of the overall business.
The company is embedding AI across its platforms and has started testing a new AI-powered discovery experience.
AI tools are helping to reduce customer friction, lower contact rates, and cut customer service costs per booking at a double-digit rate, according to the call.
Source: First Squawk