Trip.com Group drives the digital travel revolution with AI-powered experiences

As Trip.com Group reveals in its latest report “Technology Game Changers: Future Trends in Travel and Tourism” carried out with the World Travel & Tourism Council (WTTC), the travel industry is undergoing significant transformations, with digital solutions that are reshaping customer interactions

Providing seamless, efficient, and responsive service through digital channels is now central to enhancing traveller satisfaction and the Trip.com App is at the forefront of this evolution, leveraging AI and smart technologies to innovate the customer experience.

The Trip.com App has introduced some key innovations to enhance the travel experience, namely, through Trip.Best, which serves as a discovery engine, enabling travellers to make informed decisions with AI-driven recommendations. Trip.Best curates top-tier travel options by analysing vast datasets, including customer reviews, booking patterns, and seasonal trends. It filters through millions of data points to present only the best travel experiences, ensuring quality recommendations across multiple categories. Hotels and accommodations are ranked across 14 themes, including family, scenic, and cultural stays while attractions and tours are categorised into six key themes, such as seasonal activities like skiing and hot springs. Trip.Best also features curated suggestions for night attractions, bars, and entertainment spots and AI-driven dining recommendations based on traveller preferences and real-time trends.

Trip.Best’s algorithm ranks travel products based on comprehensive scoring, with only the top 1% featured. By leveraging AI to analyse over 100 million user reviews, it provides insights that help travellers make confident booking decisions. This approach has led to an almost 20% increase in traffic and a roughly 10% boost in bookings for more than 20,000 partners.

Beyond these curated recommendations, the Trip.com App brings the modern traveller a digital companion that enhances real-time travel experiences: TripGenie. Having rapidly expanded its reach, TripGenie now serves users in over 200 countries and regions. In 2024, TripGenie saw its traffic surge by 200%, with browsing time nearly doubling and the total number of conversations increasing by another 200%.

Apart from itinerary planning, TripGenie provides real-time support at critical moments, enhancing the overall travel experience with flight assistance and in-destination support. Travellers can get help with check ins and bookings and take advantage of TripGenie as their digital concierge. By integrating with the Trip.com’s ecosystem TripGenie also offers seamless customer interaction and ensures quick resolutions and real-time travel updates. With these capabilities embedded into the Trip.com App, TripGenie enables a more intuitive, stress-free travel experience, reducing uncertainties and empowering users with reliable, instant solutions.

The future of travel lies in smart technology, and as innovation accelerates, Trip.com Group continues to evolve towards more intuitive, connected, and effortless journeys for travellers worldwide.

Hall 9 / Stand 121