Booking.com CEO: Data Show Customers Prefer AI Support

Booking.com's statement comes at a time when AI customer service is becoming increasingly common across the travel and hospitality sector. The CEO's claim that internal data support customer preference for AI over humans challenges a common industry assumption that travelers value human interaction, particularly for complex bookings and complaint resolution. If accurate, this data could justify increased investment in AI customer service systems and potentially reduce pressure on companies to maintain large human support teams. However, the statement is based solely on Booking.com's data and does not address how customer satisfaction, resolution rates, or trust may differ between AI and human channels, nor does it clarify whether customers prefer AI for all query types or only specific use cases.