Each day, more than 1,550,000 room nights are reserved on Booking.com in over 40 languages and 140,354 destinations in 231 countries and territories worldwide. With a mission to empower people to experience the world, Booking.com is committed to provide the best customer service experience by being present, contextually aware, relevant and empathetic across the continuum of the customer journey. In pursuit of this, Booking.com built the Booking Assistant, a virtual conversational agent powered by AI that can answer more than 50% of customer’s post booking queries automatically. Since launch it has travelled the world and can now speak more than 8 languages. Building and scaling the Assistant involved multiple hits and misses, bringing interesting highlights and learnings of how to build a bot at scale. Join Ellora Nath who will share anecdotes from the Assistant’s journey and highlight what happens behind the scenes to provide a delightful and chatty customer experience.
Building a Bot: Behind the Scenes of the Booking Assistant
Ellora Nath is a Product Manager at Booking.com who has nurtured the Booking Assistant and with her team, scaled the product across 8 languages. She is passionate about zero to one product development and enjoys incubating new ideas that empower millions of users across the world to have a seamless travel experience. While at Booking she forayed into the land of chatbots - or messaging on steroids as she calls it, she was introduced to the realm of messaging during her past stint at eBay. Her work now concentrates on creating a dialogue strategy between guests, partners and customer service in Booking.com to provide the best possible help experience.