Agoda shares their two-year journey implementing generative AI across their organization, starting with a company-wide hackathon in February 2023. The travel company now has over 200 GenAI applications and services, with 73% of employees using AI productivity tools and 45% of internal tech support tickets handled by AI. Key success factors included building centralized infrastructure (GenAI Proxy), fostering grassroots adoption through community channels, creating internal chat platforms, and focusing on practical use cases that deliver measurable value. The approach emphasized learning through internal tools before scaling to customer-facing features.
Table of contents
A Retrospective: Agoda’s GenAI Journey Thus FarIntroduction: Two Years InIgniting the Spark — The GPT HackathonEmbedding GenAI — Building a Company-Wide CultureScaling Responsibly — Infrastructure and Access at ScaleThe GenAI ProxyOur Internal Chat Assistant PlatformLaying the Groundwork — Unlocking Adoption and ScalePowering Internal Teams — GenAI in Everyday WorkAssistants/GenAI Powered Applications for Specialized WorkAccelerating EngineeringReducing Manual Load and Improving EfficiencyShipping Value to Customers — GenAI in Agoda ProductsConclusion: What We’ve Learned and What’s NextSort: