Booking.com Helpbot
On Partner.booking.com, launched and scaled a chat virtual assistant from concept to a full-on product. Today, the chatbot continues to automate millions of conversations to save company costs and boost satisfaction for accommodation partners looking for support on Booking.com's dedicated Help Center page.
Project scope
The project involved transforming a basic, rule-based chatbot POC into a scalable, high-accuracy Hybrid GenAI assistant built on a RAG architecture. Our goal was to successfully deploy this solution as the primary client support channel on the web, leveraging GenAI to provide complex, context-rich answers.
Vision, Strategy and Stakeholder Alignment
The central hurdle in moving this GenAI application to full production was cross-functional alignment. To manage the risk inherent in generative technology, we partnered with Legal Counsel to establish Responsible AI Guardrails, which became a company-wide standard. It was critical to secure buy-in and leadership commitment for sustained resource allocation to data quality management. Additionally, we successfully translated complex AI metrics—like hallucination rates and partner satisfaction—into clear business value, such as measurable cost savings per conversation and improved time-to-resolution.
Hybrid Design
Define the strategy for the chatbot's knowledge base, including what data sources (documents, databases) and data types (video, text) will be indexed for the RAG system to meet user expectations and evolving business needs.
The chatbot's performance led to it becoming a foundational gateway for understanding partners' needs via conversational interfaces and fueled further similar initiatives within the company.
Click here to chat with Helpbot and try it out yourself.