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Booking.com’s Agent Strategy: Disciplined, Modular and Already Delivering 2× Accuracy

Booking.com has turned its homegrown conversational recommendation system into a disciplined, modular AI agent stack that blends small travel‑specific models with larger LLMs and in‑house evaluations. This hybrid approach has doubled accuracy on key retrieval, ranking and customer‑interaction tasks while freeing up human agents by up to 1.7×. The company also launched a free‑text filter that instantly personalizes search results, adding new amenities such as hot tubs. By keeping decisions reversible and balancing build‑versus‑buy, Booking.com avoids one‑way doors in its AI architecture.