Booking Holdings CEO Glenn Fogel is placing generative artificial intelligence (GenAI) at the heart of the company’s long-term growth strategy, viewing it as a transformative force in the travel industry. Speaking during the company’s fourth-quarter earnings call on February 20, Fogel highlighted the impact of GenAI on reshaping customer experiences and creating seamless, personalized travel journeys.
As he approaches his 25th anniversary with the company, Fogel expressed excitement about GenAI’s potential to revolutionize travel planning. Booking.com is already leveraging GenAI with new features such as the Smart Filter tool, which allows travelers to describe their ideal accommodations in their own words, generating personalized recommendations from Booking’s vast inventory. The Property Q&A feature offers more specific information about accommodations, such as pet policies or EV charging availability.
Fogel also noted that the development of AI agents will integrate various travel elements into a connected platform, improving operational efficiency and customer service. Booking.com is working with leading GenAI companies to stay ahead of the curve and bring these innovative technologies to the forefront of the travel industry.
