{"id":3690024,"date":"2026-04-28T21:17:56","date_gmt":"2026-04-29T01:17:56","guid":{"rendered":"https:\/\/www.pymnts.com\/?p=3690024"},"modified":"2026-04-28T21:17:56","modified_gmt":"2026-04-29T01:17:56","slug":"booking-holdings-ai-assistants-slash-costs-and-boost-bookings","status":"publish","type":"post","link":"https:\/\/www.pymnts.com\/earnings\/2026\/booking-holdings-ai-assistants-slash-costs-and-boost-bookings\/","title":{"rendered":"Booking Holdings AI Assistants Slash Costs and Boost Bookings"},"content":{"rendered":"<p><a href=\"https:\/\/ir.bookingholdings.com\/overview\/default.aspx\">Booking Holdings<\/a> is seeing benefits from its investments in generative artificial intelligence and is continuing to expand its AI-powered capabilities across its operations, executives said Tuesday (April 28) during the company\u2019s first quarter <a href=\"https:\/\/s201.q4cdn.com\/865305287\/files\/doc_financials\/2026\/q1\/Q1-26-Prepared-Remarks-for-Website.pdf\">earnings call<\/a>.<\/p><div\r\n\tid=\"article-paywall-overlay\"\r\n\tclass=\"d-none\"\r\n>\r\n\t<div id=\"article-paywall-content\" class=\"my-4\">\r\n\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f2699550-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"2699550\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/wp-json\/wp\/v2\/posts\/3690024#wpcf7-f2699550-o1\" method=\"post\" class=\"wpcf7-form init pymnts-article-paywall-form\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"2699550\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f2699550-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input 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name=\"post_id\" value=\"3690024\" \/><input type=\"hidden\" name=\"source\" value=\"https:\/\/www.pymnts.com\/earnings\/2026\/booking-holdings-ai-assistants-slash-costs-and-boost-bookings\/\" \/><p style=\"display: none !important;\" class=\"akismet-fields-container\" data-prefix=\"_wpcf7_ak_\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_1\" name=\"_wpcf7_ak_js\" value=\"24\"\/><script>document.getElementById( \"ak_js_1\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\r\n\t<\/div>\r\n<\/div>\r\n<div id=\"article-paywall-hidden-content\">\r\n\t\n<p>\u201cOur approach remains disciplined and focused on where AI can drive meaningful impact across our products and services \u2014 improving effectiveness for travelers and partners, driving internal efficiencies, and working closely with leading external partners to ensure we are well positioned in the event that current usage of frontier LLMs [large language models] for travel discovery and planning becomes more closely tied to direct, immediate booking execution,\u201d Booking Holdings CEO and President <a href=\"https:\/\/www.linkedin.com\/in\/glennfogel\">Glenn Fogel<\/a> said during the call.<\/p>\n<p>Booking Holdings\u2019 travel and related platforms include <a href=\"https:\/\/www.booking.com\/?chal_t=1777422342585&amp;force_referer=\">Booking.com<\/a>, <a href=\"https:\/\/www.priceline.com\/\">Priceline<\/a>, <a href=\"https:\/\/www.agoda.com\/?ds=sfvDIWdJFwFoR5kw\">Agoda<\/a>, <a href=\"https:\/\/www.kayak.com\/\">Kayak<\/a> and <a href=\"https:\/\/www.opentable.com\/\">OpenTable<\/a>.<\/p>\n<p>Outlining how the company\u2019s platforms are using AI, Fogel said Priceline\u2019s AI travel agent <a href=\"https:\/\/www.priceline.com\/penny\">Penny<\/a> has been getting more interactive and more personalized, and in early testing \u201cwe are seeing a noticeable uplift from users who engage with Penny compared to non-Penny users.\u201d<\/p>\n<p>Booking.com\u2019s AI-driven capabilities have grown to include enhanced natural language search and more dynamic discovery features. In addition, agentic service flows for complaints and cancellations have reduced customer service contacts and improved the post-booking experience.<\/p>\n<p>OpenTable launched an AI Concierge that initially answered diner questions and is now evolving into a broader discovery tool. The platform is also developing capabilities to help OpenTable\u2019s restaurant partners streamline their operations and gain actionable insights. When launching this <a href=\"https:\/\/www.pymnts.com\/restaurant-innovation\/2025\/opentable-debuts-ai-powered-concierge-for-diners\/\">AI assistant<\/a> in July 2025, OpenTable said it answered 80% of diners\u2019 questions, reducing the need for phone calls to restaurants.<\/p><div id=\"pymnt-544005612\" class=\"pymnt-content pymnt-entity-placement\" style=\"margin-top: 50px;\"><p style=\"text-align:center\">Advertisement: Scroll to Continue<\/p><script async type=\"text\/javascript\" id=\"dianomi_context_script\" src=\"https:\/\/www.dianomi.com\/js\/contextfeed.js\"><\/script> \r\n<div class=\"dianomi_context\" data-dianomi-context-id=\"4329\"><\/div><\/div>\n<p>Agoda found that its AI-assisted automation drove a double-digit year-over-year reduction in customer service costs per booking. Fogel said this is an example of the \u201cnotable opportunity\u201d AI presents when it comes to productivity and efficiency.<\/p>\n<p>Beyond these internal efforts, Booking Holdings is also partnering with OpenAI, Google, Anthropic, Amazon and other leading AI organizations to position itself to meet demand for travel and related services wherever they may appear.<\/p>\n<p>\u201cAs gen AI reshapes how travelers discover and plan trips, we are focused on meeting them wherever that journey begins,\u201d Fogel said during the call.<\/p>\n<p>&nbsp;<\/p>\n\r\n<\/div>\r\n<script>\r\n\twindow.pymntsAllowedArticleCount = 2;\r\n\twindow.pymntsPostID = 3690024;\r\n<\/script>","protected":false},"excerpt":{"rendered":"<p>Booking Holdings is seeing benefits from its investments in generative artificial intelligence and is continuing to expand its AI-powered capabilities across its operations, executives said Tuesday (April 28) during the company\u2019s first quarter earnings call. Get the Full Story Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":3690034,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[13270],"tags":[33360,9206,133069,8755,4710,5299],"class_list":["post-3690024","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-earnings","tag-booking-holdings","tag-news","tag-pymnts-news","tag-reservations","tag-travel","tag-whats-hot"],"acf":{"suggested_titles":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Booking Holdings AI Assistants Slash Costs and Boost 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