Alibaba's online travel platform Fliggy is ramping up its AI strategy, with CEO Zhuoran Zhuang announcing a vision to transform the company into an AI-driven intelligent platform.
Fliggy’s AI deployment revolves around the “Three Es”: AI for Efficiency, AI for Experience, and AI for Ecosystem.
70% of technology development now involves AI-assisted coding. 100% of hotel business developers use AI-powered business tools. Around one-tenth of user inquiries are handled by AI customer service agents.
AI tools have enabled merchants to automate parts of product and store management on Fliggy’s platform.
In the accommodation sector, AI is transforming the way Fliggy manages its hotel inventory. Nearly 6 million hotel entries have been matched with standardized information. New hotel info achieves a 98%+ accuracy rate.
AI also enhances image quality, translates overseas hotel reviews with natural fluency, and detects false reviews, improving trust and decision-making for users.
In customer service, AI is delivering measurable performance gains. First-contact resolution rate and instant satisfaction scores both exceed fully manual services by 7 percentage points. Average service time is reduced by 54.7%, enhancing responsiveness for scenarios like flight and train bookings.
Fliggy has launched a suite of easy-to-use AI tools for hospitality partners. These tools help businesses streamline operations and reduce costs. Travel agencies are among the early adopters benefiting from AI-enhanced workflows.
