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Booking Holdings Cuts Customer-Service Cost Per Booking
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Booking Holdings said on its Feb. 18 quarterly earnings call that generative AI reduced customer-service cost per booking by 10% year over year, even as bookings grew 10%. CFO Ewout Steenbergen and CEO Glenn Fogel credited 2025 rollouts of natural-language search, smart filters, summaries and agentic AI for improved conversion, engagement and lower cancellations, and plan further integrations in 2026.
Scoring Rationale
Official earnings disclosure shows measurable AI-driven cost savings, but evidence is company-specific and lacks broader industry validation.
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