AI & Tech
Booking Holdings Invests Over 700 Million in AI Despite Customer Service Costs Down 10 Percent
No Priors Podcast
Travel Through the Lens of AI with with Booking.com CEO Glenn Fogel
"Our costs for customer service per contact are down. That's great. Customer satisfaction is up. That's even better. But we have to make sure that we are able to always recognize some customers want a human being and some customers are happy as can be just through AI."
Fogel revealed Booking is investing approximately $700 million this year in AI and platform development, already achieving a 10% reduction in customer service costs per reservation while improving satisfaction scores. The company's Penny agentic AI tool has doubled adoption monthly and shows higher conversion rates, though Fogel acknowledged scale and token economics remain critical unknowns in determining true ROI.
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No Priors Podcast