Booking.com scales AI to 14,000 employees—and redefines work—with Glean

See the full customer story

Overview

Connecting millions to the world—and employees to smarter work

‍

Booking.com is a leading digital travel company that makes it easier for everyone to experience the world by connecting millions of travelers to memorable experiences, transportation options, and places to stay.

‍

Partnering with hotels, places, and airlines, Booking.com enables properties worldwide to reach a global audience and grow their businesses.

Before Glean

The search that finally worked

Before Glean, Booking.com juggled numerous workplace applications and dealt with inefficient information access—resulting in stale data, inefficient collaboration, and reduced productivity.

They needed a scalable search and AI solution that helped them solve these problems while adhering to strict security and GDPR requirements. They tried several other search solutions, but none did the trick.

That’s why they chose Glean.

With Glean

Faster content, higher impact

Booking.com creates promotional videos for its many partners, but the volume of videos they needed resulted in backlogs and delays. They used Glean to accelerate the video script creation process without losing the content and context.

‍

Glean’s AI and search platform helped them keep up with the pace of business, critical revenue events, and production deadlines—reducing creation time per video from 8 to 2 weeks, while increasing output from 2 to 5 videos per month.

Answers in an instant

IT technicians at Booking.com used to spend up to 10 minutes per ticket finding the right information to answer them.

‍

By enabling technicians to query their needs in natural language and find answers instantly, resolving tickets with Glean now takes little to no time.

AI that works—company-wide

Booking.com knew that it wanted to integrate AI further into its strategy and workflows. Glean provided the perfect gateway. Quick to set up and easy to use, Glean became the first AI platform adopted company-wide at Booking.com.

‍

Employees were introduced to task automation, prompt creation, and agent customization—all through natural language, making early AI literacy practical and accessible.

...The faster we can get our culture comfortable with AI... the better we can position ourselves for the future.”

Tadeu Faedrich

Senior Engineer Manager

Future

What’s next for Booking.com

For a customer-focused organization like Booking.com, customer feedback and research are critical for success. That’s why they created the Research Craft Insights Bot through Glean to provide teams with fast, curated access to customer insights. In the future,

‍

Booking.com plans to expand this agent’s capabilities to perform additional capabilities like indexing over 500,000 open survey responses received every month—consolidating insights across multiple sources, and making it all accessible through a personalized, powerful, and scalable tool.