Booking.com says it built AI tools it wishes it had bought off the shelf
“AI isn’t going to take your job. Somebody who embraces it and learns faster than you might. AI is not going to take away your customers. A company that uses it more smartly than you do might,” Booking.com chief business officer James Waters said.
Booking.com built AI orchestrations and other tools it now wishes it had never built, Waters said. Frontier model makers later shipped the same capabilities, and with hindsight he called it regrettable work.
Waters spoke on Wednesday at HumanX in Amsterdam with Susan Jones, Diageo’s chief digital officer. Bloomberg’s Amsterdam bureau chief, Dasha Afanasieva, moderated the panel on the cost of deploying AI at scale.
Models and agents moved faster than anyone expected two to three years ago, Waters said. Today Booking.com would buy those tools off the shelf and focus on its customer problems and proprietary data.
“AI isn’t going to take your job. Somebody who...
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