Industry
Booking.com Deploys Multilingual LLM for Customer Service Automation
Amsterdam-headquartered Booking.com has deployed a custom multilingual large language model across its customer service operations, handling inquiries in 43 languages. The system resolves 60% of customer contacts without human intervention, up from 35% with the previous rule-based system. The model was trained on Booking.com's proprietary customer interaction data and runs on European cloud infrastructure to comply with GDPR requirements.