Introduction: Two Years In
We recognized the potential of GenAI early and began exploring how it could transform the way we build software, support customers, and empower our teams. In February 2023, we launched a company-wide GPT Hackathon, the spark that set in motion a multi-year journey of adoption, experimentation, and lasting transformation.
As of mid-2025, GenAI is deeply woven into our operations. What began with a few experiments has grown into more than 200 applications and services, spanning everything from customer service and engineering to marketing and internal tools.
And the impact is real, by the numbers (as of July 2025):
73% of employees use GenAI productivity tools
On average, 45% of internal tech support tickets are handled by GenAI
GenAI-driven features boosting customer experience and engagement
In this blog, we’ll take a retrospective look at Agoda’s GenAI journey: where we started, what we’ve built, what we’ve learned, and where we’re headed next.
