Harnessing The power of Trip.com’s AI Assistant TripGenie
- paulricher1
- 4 days ago
- 3 min read
This blog post is written by Janet Butler, Director, TheWorkingSolution.com
Andy Washington, General Manager Europe, Trip.com Group, in his talk at the recent TTI conference #AIinAction, introduced the audience to Trip.com’s AI assistant TripGenie. Since its launch in July 2023, it has provided more convenient, personalised and intuitive travel planning.
Trip.com prides itself as being one of the only OTAs that includes customer service as being a key selling point for the organisation. Andy Washington said; “Of course there is a cost to providing excellent customer service, but by harnessing the power of AI, this is significantly reduced. We are a growing organisation and streamlining our operation is key to becoming more efficient, and AI is helping this process, every step of the way. As a direct result, the company is reaping the rewards, this is reflected in Trip.com’s new Trustpilot rating of 4.4, illustrating that customers currently have a high regard for the organisation, which translates into better brand value and stronger loyalty.
AI also empowers Trip.com’s customer service teams by handling around 75% of routine queries instantly, allowing agents to focus on delivering faster, more personalised support for complex travel needs.
With a global portfolio of 1.7 million properties, AI tools like TripGenie provide real-time insights that help service teams offer more informed, efficient answers — leading to higher conversion rates (which have doubled) and a 90% increase in bookings.
By streamlining routine tasks, Trip.com enables its agents to spend more time supporting customers where it matters most, enhancing both customer satisfaction and employee engagement.
Andy Washington explained how AI technology plays a transformative role in the entire traveller journey, from offering inspiration pre-booking, booking, during the trip and post-trip. TripGenie assists travellers (using text or voice) in planning their itineraries with real-time insights, personalised suggestions and customisable options. It also facilitates group booking collaboration, prior to booking, as it allows social content sharing.
By engaging with TripGenie's AI, travellers can confidently enjoy a more streamlined planning process and focus more on their journeys.
TripGenie helps customers make informed decisions with its Trip.Best, Trip.Deals and Trip.Trends curated lists. Trip.Best directs global travellers to the best experiences a destination has to offer; Trip.Deals is designed for budget-conscious users seeking the best deals; and Trip.Trends catalogues popular travel topics and events in different markets, based on user searches. Trip.Gourmet has recently been incorporated into Trip.Best lists, and offers gourmet meal options to travellers, in addition to the best travel experiences at a destination.
‘‘AI now allows Trip.com to offer all the support and help that a traditional travel agent can, as we have the data to understand the customer’s needs much better,” said Andy Washington. “It’s a real game-changer for an OTA to be a travel agent, not just a booking engine. In the past average conversion rate through most OTAs was 3-4%. That’s a challenge, but it’s starting to change.’
While Trip.com still operates a global customer service network with over 10,000 agents across 16 customer centres, AI automation has enhanced operational efficiency. Routine queries are now largely handled by AI with a 96% customer satisfaction rate, freeing agents to focus on more complex and personalised customer support.
Trip.com has found that by harnessing AI to generate new content and the ability to share it, it is driving new behaviour in the Gen Y/Gen Z market, resulting in higher levels of engagement and more sales.
In conclusion, Trip.com continues to strengthen its customer offering through TripGenie’s innovative services, including; Trip.Best, Trip.Deals, Trip.Gourmet, and Trip.Trends. With an 'Excellent' Trustpilot rating and significant growth in sales, the company is well-positioned to deliver even more personalised and seamless travel experiences for customers worldwide.
