Booking.com Chief Technology Officer Rob Francis’s early efforts for generative artificial intelligence were often focused on travelers. Now, he wants to get the online travel company’s workforce more engaged with the fast-evolving technology.
“When gen AI first popped, we spent more time up front on customer-facing experiences,” says Francis. “This year, we’ve been focused much more on the internal side of things as well.”
Francis has started to authorize the generative AI capabilities from vendors including video conferencing platform Zoom, AI-powered search software from Glean, and Google’s Gemini chatbot, highlighting his priority to lean on vendors that have the biggest reach across Booking.com’s employee base. The online travel company’s technology culture is often “build first,” especially when it comes to external product offerings, but Francis says he’s not afraid to make use of the latest software-as-a-service generative AI tools.
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