Trip.com tries to balance AI reliability and innovation
Even as more than 70% of its customer requests are currently handled by AI chatbots, Trip.com remains cautious about the commercial implementation of AI
Designed to simplify travel planning and booking processes, the group launched its artificial intelligence assistant, TripGen on the Trip.com app in February and Trip.com plugin for ChatGPT in May.
Key takeaways
- The company said it prioritizes reliability in its customer services and takes a prudent approach to ensure the best possible experience for its customers;
- While Trip.com has been exploring the potential of artificial intelligence for better customer experience, it has also been experimenting with the AI tool to enhance operational efficiency;
- The company has also been internally using generative AI technology to improve productivity in all functions, especially in marketing and engineering.
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