It support · Production

Agoda's GenAI Journey: 73% Employee Adoption and 204 Applications in Two Years

The problem

As Agoda's GenAI experimentation scaled, it faced challenges of governance, cost management, and preventing duplicated effort, while also needing infrastructure to bridge the gap from demos to reliable production applications.

Workflow diagram · grounded in source
1
Company-wide GPT Hackathon
trigger
“In February 2023, over 200 developers across product and tech came together for a three-day company-wide event to explore one question: What could we build if we put large language models in the hands of our people? Teams were given a on…”
2
GenAI Proxy centralized gateway
integration
“A core part of that foundation was our GenAI Proxy, a centralized access point for all GenAI traffic inside Agoda”
3
Internal Chat Assistant Platform
output
“we introduced our internal Chat Assistant Platform (akin to ChatGPT UI Clone) — a cost-effective, secure tool designed to give every employee broad access to GenAI-powered chat assistants for everyday tasks, boosting productivity and shi…”
4
AskGoda auto-answers internal tickets
ai_action
“AskGoda supports technical support channels by auto-answering internal questions using documentation and past tickets, reducing load on teams by handling 50% of incoming tickets”
5
Engineering coding agents in IDE
ai_action
“Developers have embraced GenAI inside the IDE, using tools like GitHub Copilot, Cursor, Claude Code, OpenAI Codex, and others for coding agents”
6
Customer-facing Q&A Assistants
output
“Q&A Assistants: embedded across Agoda to help users get quick, natural language answers, whether about hotels, policies, or booking form details — improving clarity and conversion”
Reported outcome

By mid-2025, 73% of Agoda employees use GenAI productivity tools, 45% of internal tech support tickets are handled by GenAI on average, and 204 applications and services have been deployed across the company.

Reported metrics
employee GenAI tool adoption73%
internal tech support tickets handled by GenAI45%
AskGoda incoming ticket handling rate50%
GenAI applications and services deployed by mid-2025204
Show all 9 reported metrics
employee GenAI tool adoption73%
internal tech support tickets handled by GenAI45%
AskGoda incoming ticket handling rate50%
GenAI applications and services deployed by mid-2025204
GenAI applications launched in 2023119
employee GenAI weekly adoption by Q1 2024a third of our employees were using GenAI tools weekly
employee GenAI adoption by Q3 202450%
hackathon prototypes developedMore than 40 ideas were prototyped
customer experience and engagement impactboosting customer experience and engagement
Reported stack
GitHub CopilotCursorClaude CodeOpenAI CodexAskGodaMeeting HelperDocument ProcessorSlackJira
Source
https://medium.com/agoda-engineering/a-retrospective-agodas-genai-journey-thus-far-b0739683d53e
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

By mid-2025, 73% of Agoda employees use GenAI productivity tools, 45% of internal tech support tickets are handled by GenAI on average, and 204 applications and services have been deployed across the company.

What tools did this team use?

GitHub Copilot, Cursor, Claude Code, OpenAI Codex, AskGoda, Meeting Helper, Document Processor, Slack, Jira.

What results were reported?

employee GenAI tool adoption: 73%; internal tech support tickets handled by GenAI: 45%; AskGoda incoming ticket handling rate: 50%; GenAI applications and services deployed by mid-2025: 204 (source-reported, not independently verified).

How is this it support AI workflow structured?

Company-wide GPT Hackathon → GenAI Proxy centralized gateway → Internal Chat Assistant Platform → AskGoda auto-answers internal tickets → Engineering coding agents in IDE → Customer-facing Q&A Assistants.

Related it support cases