Handles complex travel queries and requests in one chat window with Gemini 3
Reduces AI hallucinations for search results with Agent Search on Gemini platform and Grounding
Enables real-time travel guidance through multimodal interactions realized by Gemini Live API
Helps drive 3x user growth and 73% higher 7-day retention rate
Trip.com upgraded its TripGenie AI travel assistant with Gemini models, driving a three-fold user growth.
Trip.com upgraded its TripGenie AI travel assistant with Gemini models, driving a three-fold user growth.
Using AI to meet travelers’ growing expectations
As one of the world’s largest online travel agencies offering services across more than 200 countries and regions, Trip.com Group is committed to providing elevated travel experiences. In 2023, the group launched TripGenie, an AI travel assistant, within its all-in-one app to facilitate trip planning. Its travel recommendations have boosted traffic and user engagement, while its chatbots support high self-service rates.
“At a time when the appetite for travel continues to grow, AI is bringing transformative changes to the travel industry,” says Amy Wei, VP of Product at Trip.com. “We’re dedicated to keep upgrading our AI features to enable easier, smarter travel for our users.”
As technology evolves, users’ expectations grow. Two years after the launch of TripGenie, Trip.com found that its users needed more comprehensive and accurate AI services. Instead of a chatbot that can reply to travel questions, they expect a travel companion that provides instant help throughout the duration of the trip, covering pre-departure planning, in-trip communication and orientation, as well as post-trip organization. To meet its users’ expectations, Trip.com decided to revamp its AI travel assistant. The company chose Google Cloud for its versatile AI capabilities that can be applied to various scenarios.
“We want TripGenie to be the single entry point for all the services that users might need for traveling,” explains Wei.
Google Cloud provides abundant powerful AI solutions, enabling us to build features that address different travel issues and deliver effortless travel experiences. Besides, it supports enterprise-grade stability and scalability, which is essential for a global service provider like Trip.com.
Amy Wei
VP of Product, Trip.com
An all-time travel companion built with Google AI
Using Google AI, Trip.com upgraded TripGenie into an ultra-intelligent travel companion. Gemini 3, which possesses strong capabilities in long-context, multi-constraint request understanding and multi-step reasoning, now handles users’ complex travel queries. As a result, TripGenie is able to provide useful suggestions in a short time for requests like personalized trip planning, taking into consideration time, budget, number of travellers, and preferences.
One key requirement for a good AI travel assistant is to provide accurate and up-to-date information that reflects real-time situations, such as temporary opening hours and the latest visa policies. To avoid AI hallucinations and outdated data, Trip.com leverages Agent Search on Gemini platform as TripGenie’s retrieval engine, and Grounding to check the Gemini models’ responses against verifiable data sources. This way, TripGenie’s users can rest assured that the search results they receive are trustworthy.
The AI solutions from Google Cloud, including the Gemini models and Gemini Live API, have greatly enhanced our AI travel assistant’s real-time interaction capabilities and response quality. Months after the launch of the upgraded version, we achieved 3X user growth and a 73% increase in the 7-day retention rate.
Amy Wei
VP of Product, Trip.com
Trip.com also employs Gemini Live API to support TripGenie’s “Live Guide” feature, enabling real-time voice and multimodal interactions. This means TripGenie can serve as a personal tour guide, showing users around and responding to their questions in real time. Whenever users encounter issues during their trips, they can simply take a photo or ask orally to receive prompt answers.
And since Gemini Live API supports 70 languages, TripGenie’s users can easily travel to foreign countries without facing language barriers. For example, with the “Menu Assistant” feature, travelers can simply upload photos to get translated menus, as well as phrases in local languages to place their orders. To facilitate oral communication, Trip.com also uses Speech-to-Text to enable real-time voice translation in 14 languages.
Building a travel butler to provide personalized services for maximum convenience
Trip.com continues expanding TripGenie’s capabilities. In 2026, the group released the in-chat agentic booking feature for eSIM cards and entrance tickets to attractions. Enabled by the Gemini models, this feature allows users to complete the whole purchase process—from placing requests and comparing products to confirming orders and payment—without leaving the TripGenie chat window.
“We want our AI assistant to be trusted by users, so we started the agentic booking feature from low-risk use scenarios and let users stay in control of key steps,” says Wei. “The initial results show that users are increasingly willing to delegate tasks to AI assistants, under the condition that the AI models understand users’ intent correctly.”
Besides TripGenie, Trip.com also uses Google Cloud to improve other services on its one-stop app. For example, the group leverages Document AI to identify errors in electronic boarding passes. Compared to the optical character recognition (OCR) technology, Document AI realizes faster and more accurate data extraction, reaching 100% accuracy rate for boarding passes issued by major airline companies. As a result, complaints related to boarding pass errors have reduced by 50%, leading to better flying experiences and lower customer service costs.
From a chatbot to a travel butler, our AI assistant is not only evolving quickly, but also gaining user trust because of the high service quality supported by the diverse, industry-leading AI tools developed by Google Cloud. We’ll continue building new AI features with Google Cloud to make traveling effortless and safe for all users.
Amy Wei
VP of Product, Trip.com
Moving forward, Trip.com plans to further transform TripGenie into a travel butler that provides real-time personalized services. To enable TripGenie’s long-term memory for user persona creation, the group is migrating its user interaction data to BigQuery for centralized storage, which will facilitate advanced analytics and deeper understanding of user behavior. This way, its product development team will be able to quickly identify travel trends and adapt personalization features to users’ needs, delivering ideal travel experiences tailored for everyone.
Trip.com Group is a leading global travel service provider operating as a comprehensive one-stop platform that offers services across more than 200 countries and regions.
Industries: Travel and Hospitality, Technology
Location: China
Products: Agent Search on Gemini platform, BigQuery, Document AI, Gemini 3, Gemini Enterprise, Gemini Live API, Speech-to-Text
