Booking Site's Scam Victims Forced to Report Fraud to AI
A major hotel booking site, Booking.com, has replaced its customer service staff with artificial intelligence (AI), forcing scam victims to report fraud experiences to a chatbot.
Booking.com announced plans to slash staff numbers and let AI take over large parts of its customer service last year. As a result, some staff complained about falling standards of customer service, according to the makers of a Belgian consumer affairs programme, WinWin.
- Booking.com outsourced customer service to a third-party company based in Luxembourg.
- The company is cutting several hundred staff members.
- Most standard questions will initially be answered by AI.
WinWin claimed that it receives weekly reports from customers of the hotel giant, who say they’ve been scammed.
Author's summary: Booking.com replaces staff with AI for customer service.