What challenges did Priceline face before AI implementation?

Employees needed faster retrieval across enterprise information. Customers needed an always-on assistant that could answer nuanced travel-planning and booking questions.

What was the impact of the AI solution?

The article states that information search moved from hours to quick conversational access. It also says the chatbot will enable personalized, always-on travel Q&A for customers.

Source

GCPEvidence: Low25/100

Priceline uses Gen App Builder + Vertex AI for employee search and a travel-planning chatbot

Use case typeCustomer service automationUpdated Jun 13, 2026

Priceline is using Google Cloud's Enterprise Search on Gen App Builder and Vertex AI to support two AI-enabled experiences: internal search for employees and a customer-facing travel-planning chatbot. The article says the chatbot is intended to provide always-on, personalized travel assistance and answer nuanced questions about hotel options and reservation changes.

Organization: Priceline
Industry: Consumer & Food
Location: United States
Published: June 2023

Reported outcomes

Strategic outcomes

Speed & agilityEnabled quick conversational information accessCustomer experience & trustPlanned always-on personalized travel assistanceNew product / capabilityCreated internal enterprise search applicationsNew product / capabilityPlanned customer-facing travel-planning chatbot

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Priceline
Provider: GCP
Maturity: Unknown
Linked source: Google Cloud Blog

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 4

1Enterprise Search
2Conversational AI
3Customer Service

Employees needed faster retrieval across enterprise information.
Customers needed an always-on assistant that could answer nuanced travel-planning and booking questions.

Priceline is harnessing Enterprise Search on Gen App Builder to create internal search and conversational applications grounded in company data.
The solution is integrated with Vertex AI for foundation model tuning and supports managed, secure search and chatbot workflows.
The customer-facing experience is planned for desktop and mobile use.

Technologies

Google Agentspace Vertex AI

The article states that information search moved from hours to quick conversational access.
It also says the chatbot will enable personalized, always-on travel Q&A for customers.

Architecture

Enterprise Search on Gen App Builder grounds answers in enterprise data and is integrated with Vertex AI for foundation-model tuning. The article describes managed search and conversational app workflows across internal and customer-facing experiences.

Sources & evidence1

Evidence: Low25/100Evidence strength