`## Introduction

In the travel booking field, technology is changing rapidly how users interact with platforms. One of the most interesting developments is the use of artificial intelligence agents to manage and resolve booking requests.

Agent Strategy

Booking.com has developed an agent strategy based on a natural language model (NLP) that can understand and solve booking requests. The approach has been characterized by discipline and modularity, with the creation of small specialized models for solving booking requests and larger models for AI.

Technical Details

  • Natural Language Models: Booking.com uses a combination of natural language models to manage booking requests, including BERT and GPT-5.
  • Personalization Technique: The platform uses a personalization technique to help users find their ideal hotels. This is done using a filtering system that allows users to input specific keywords to receive more precise responses.

Practical Implications

  • Increased Accuracy: The agent strategy has allowed Booking.com to increase accuracy in booking requests, reducing errors and improving the user experience.
  • Reduced Dependence on Human Operations: The use of artificial intelligence agents has allowed Booking.com to reduce its dependence on human operations, increasing availability of bookings.

Balance between Build and Buy

Booking.com is navigating a central challenge in the AI field: finding the balance between creating specialized agents and using pre-configured solutions. The platform has decided to adopt a balanced approach, using a combination of natural language models and personalization techniques to manage booking requests.

Technical Details

  • Natural Language Models: Booking.com uses a combination of natural language models to manage booking requests.
  • Personalization Technique: The platform uses a personalization technique to help users find their ideal hotels.

Practical Implications

  • Increased Accuracy: The balance between build and buy has allowed Booking.com to increase accuracy in booking requests.
  • Reduced Costs: Using a combination of natural language models and personalization techniques has reduced costs for the platform.