Booking.com Debuts Agentic AI Innovations, Adding to its Robust Suite of GenAI Tools for Customers

Booking.com has unveiled its first customer-facing Agentic AI innovations, adding powerful new tools to its already expansive suite of GenAI features designed to enhance both guest and partner experiences.

New Agentic AI Features
- Smart Messenger: Automatically gathers property and reservation details to generate intelligent responses and take autonomous actions. It’s currently live for partners in the US, UK, Australia, New Zealand, and those using English as their preferred language.
- Auto-Reply: Enables partners to define custom reply topics for instant, personalized responses to common and unique guest queries. Available globally.

Impact & Performance
- Early trials showed a 73% increase in partner satisfaction compared to previous messaging tools.
- These tools are now integrated into the Booking.com Extranet, streamlining communication and boosting efficiency.

GenAI Tools for Travelers
- AI Trip Support: Offers 24/7 guidance on customer service topics like parking availability or reservation changes. Live in US, UK, France, Germany, Netherlands, Italy, Spain, Australia, New Zealand, and Singapore.
- AI Voice Support: Lets users manage bookings via voice commands. Available in English and German, with Italian and Spanish testing underway.
- AI Rental Helper: Simplifies car rental queries—payment, insurance, pickup—available in English, with more languages coming soon.
- AI Flight Search Summaries: Highlights trade-offs like stops vs. price/time to help users choose flights more easily. Available in English, expanding in 2026.

Leadership Insight
James Waters, Chief Business Officer at Booking.com, said:
“Bringing our first in-house Agentic AI solutions to market is an exciting milestone... we’re making strides on delivering new levels of personalization and a faster, more seamless platform.”

These innovations mark a shift from standalone AI tools to embedded AI companions that support users throughout their booking journey.