Booking Holdings is rolling out AI tools across Booking.com, Agoda and Priceline. CEO Glenn Fogel said early tests show improved booking and customer service. Customer service costs fell while satisfaction stayed high. AI now handles routine requests and internal processes. Booking.com lets customers cancel bookings and ask questions via AI. Agoda’s AI assistant is live in 21 markets. Priceline’s AI assistant Penny is being integrated into its main experience. Lola and Vayo are new AI assistants for cross-platform bookings. Lola and Vayo can work outside Booking Holdings’ own platforms. Vayo uses email history to personalize offers and fill itinerary gaps. Revenue fell 1% to $8.9B in Q3. Gross bookings grew 10% year over year. A $900M revenue hit came from an unresolved FTC action against Priceline.
What changed
Customer service handled routine requests manually with higher costs.
What it unlocks
AI handles routine requests, reduces customer service workload, and enables seamless booking across the traveler journey.
- $8.9B Q3 revenue
- 10% gross bookings growth YoY
- $900M revenue reduction from FTC action
- 21 markets for Agoda AI assistant
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