Travel is an industry that is often singled out as being vulnerable to disruption. In this session, Charlotte will share how Booking.com has flipped that on it’s head by integrating Generative AI into their products to increase personalisation and engagement. She will address:

• Customer and industry insights - power of AI for Travel
• Focusing on personalisation and ‘building a connected trip’
• The differentiated experience of the AI Trip Planner
• Training LLM’s on first party data to provide a differentiation in customer experience
• Developing effective security and risk management protocols to avoid data leakage
• Creating guardrails, and leveraging disclaimers, to limit the impact of incorrect information
• Enhancing customer experience through a focus on UX and CX design