New smart tools mark the company’s shift from AI assistant to autonomous travel companion
Oct 27, 2025
Booking.com has launched its first agentic AI tools — Smart Messenger and Auto-Reply — designed to automate guest communication and personalize responses for hotel partners. The rollout builds on the company’s growing suite of generative AI features across the travel journey, signaling a shift from AI-assisted to AI-automated customer experiences.
Key takeaways
- Agentic AI debut: Smart Messenger and Auto-Reply enable Booking.com’s platform to autonomously handle partner-to-guest communication, providing instant and adaptive responses.
- Early performance boost: Initial trials show a 73% rise in partner satisfaction compared to earlier tools.
- Integrated AI journey: The innovations join existing AI tools like Trip Support, Voice Support, and Rental Helper — all embedded across booking, communication, and service touchpoints.
- Voice-powered trip control: New AI Voice Support lets travelers manage reservations through natural conversation, reducing resolution times and easing agent workload.
- Smarter search and rental assistance: AI Flight Summaries simplify flight comparisons, while Rental Helper answers car rental questions instantly in plain language.
- Ecosystem expansion: Following its integration as one of ChatGPT’s first apps, Booking.com is moving toward a unified, always-available AI travel companion that supports both guests and partners.
Get the full story at Booking.com
