It support · Production

Booking.com scales AI to 14,000 employees and redefines work with Glean

The problem

Booking.com juggled numerous workplace applications with inefficient information access, resulting in stale data, inefficient collaboration, and reduced productivity—while needing to comply with strict security and GDPR requirements.

First attempt

Booking.com tried several other search solutions before Glean, but none met their needs.

Workflow diagram · grounded in source
1
Employee natural language query
trigger
“enabling technicians to query their needs in natural language”
2
AI-powered instant search
ai_action
“By enabling technicians to query their needs in natural language and find answers instantly, resolving tickets with Glean now takes little to no time”
3
IT ticket resolved
output
“resolving tickets with Glean now takes little to no time”
4
Video script creation accelerated
ai_action
“They used Glean to accelerate the video script creation process without losing the content and context. Glean's AI and search platform helped them keep up with the pace of business, critical revenue events, and production deadlines—reduc…”
5
Company-wide AI rollout
output
“Glean became the first AI platform adopted company-wide at Booking.com. Employees were introduced to task automation, prompt creation, and agent customization—all through natural language, making early AI literacy practical and accessible”
6
Research insights bot deployed
ai_action
“they created the Research Craft Insights Bot through Glean to provide teams with fast, curated access to customer insights”
Reported outcome

Glean reduced video script creation time from 8 to 2 weeks and increased output from 2 to 5 videos per month; IT ticket resolution dropped from up to 10 minutes to little to no time; Glean became the first AI platform adopted company-wide at Booking.com across 14,000 employees.

Reported metrics
Video creation time per video8 to 2 weeks
Video output per month2 to 5 videos per month
IT ticket resolution time (before)up to 10 minutes per ticket
IT ticket resolution time (after)little to no time
Show all 5 reported metrics
video creation time per video8 to 2 weeks
video output per month2 to 5 videos per month
IT ticket resolution time (before)up to 10 minutes per ticket
IT ticket resolution time (after)little to no time
AI adoption scale14,000 employees
Reported stack
Glean
Source
https://www.glean.com/resources/customer-stories/booking-com
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Glean reduced video script creation time from 8 to 2 weeks and increased output from 2 to 5 videos per month; IT ticket resolution dropped from up to 10 minutes to little to no time; Glean became the first AI platform…

What tools did this team use?

Glean.

What results were reported?

Video creation time per video: 8 to 2 weeks; Video output per month: 2 to 5 videos per month; IT ticket resolution time (before): up to 10 minutes per ticket; IT ticket resolution time (after): little to no time (source-reported, not independently verified).

What failed first in this deployment?

Booking.com tried several other search solutions before Glean, but none met their needs.

How is this it support AI workflow structured?

Employee natural language query → AI-powered instant search → IT ticket resolved → Video script creation accelerated → Company-wide AI rollout → Research insights bot deployed.

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