MakeMyTrip integrates AI fully into travel booking

Travel company MakeMyTrip has taken a significant step in its utilization of artificial intelligence. The company's new AI assistant, Myra 2.0, can now complete entire travel bookings, including payments, without human intervention. The service is available in eight Indian languages.

This expansion of AI's role is a key part of MakeMyTrip's strategy to improve customer experience and streamline operations. Myra 2.0 not only assists with bookings but can now handle the entire process within a conversational interface, managing searches, comparisons, contextual queries, and even agent-based payments.

The company reports that AI already generates over 75% of its software code and independently handles over 50% of customer service calls. This has significantly reduced outsourcing costs, with selling, general, and administrative expenses not growing as the business expands.

MakeMyTrip is currently prioritizing market share growth over profitability, especially as air ticket sales decline. The company aims to leverage this period by investing in customer acquisition and new segments, such as ground transportation and hotels, which have shown strong growth. MakeMyTrip India Limited has also confidentially filed for an IPO in India.