Booking CEO 称客户信任将成AI时代竞争关键——市场访谈

投资观察06-23

在线旅游巨头Booking Holdings的首席执行官格伦·福格尔正将公司的竞争优势押注在客户信任之上，以应对人工智能模型的挑战。福格尔在CNBC节目中表示，诸如Anthropic的Claude等大型语言模型并不具备Booking所拥有的客户服务能力。他反问道：“你能想象通过Claude预订酒店吗？如果出了问题，你该打电话给谁？”

他还指出，大型语言模型目前无法处理全球旅行住宿预订中必须面对的某些复杂法规和货币兑换问题。福格尔特别强调，Booking有65%的客户是直接访问公司网站进行预订的。他认为，这一数据清晰地表明，消费者更倾向于使用他们熟知且信赖的品牌来完成交易。

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