Klook bolsters localised content and engagement with Google Cloud's gen AI

Online travel platform Klook and Google Cloud have teamed up to further adopt generative AI to amplify the platform's activity content and customer engagement channels. 

This comes after the launch of a pilot programme where Klook used Google Cloud’s PaLM 2 large language model via Google Cloud’s Vertex AI Model Garden to translate existing descriptions, tips, and other information about its merchants’ services into Simplified Chinese and Korean.

As part of this new initiative, the company will initially use Google Cloud’s PaLM 2 to translate activity content across 10 languages. To ensure that translations captured local nuances while adhering to its brand tone, Klook trained Google Cloud’s generative AI on previously translated activity content from its platform, allowing it to generate translations in languages including traditional and simplified Chinese that were increasingly tailored to the team’s desired outputs.

The improvements in accuracy, local nuance, and efficiency of translations at every iteration allow Klook to scale its efforts across all activity-related content.

Beyond translation, Klook will also explore Google Cloud’s generative AI capabilities within its K.AI (Klook AI) chatbot for customer service to bolster the data security and accuracy of its increasingly complex interactions with customers, including travel recommendations and booking status.

The company also looks to leverage PaLM 2 to introduce content generation, creating a much faster and easier onboarding experience for vendors by automatically creating short-form descriptions and details about their activities. This also aims to impact positively on internal employee productivity across teams within Klook.

To further enhance its data and AI capabilities, Klook will expand its use of BigQuery and Google Kubernetes Engine to power its analytics and applications organisation-wide. Additionally, future generative AI deployments across Google Cloud and Google Ads will enable Klook to identify new opportunities for customer engagement with more personalised content and value-added services. Klook has implemented Google Cloud’s technology into its app in all the markets where Klook operates.

In assessing the business value of gen AI, Klook analysed the accuracy of using Google Cloud’s large language model PaLM 2 via Google Cloud’s Vertex AI Model Garden to translate existing descriptions, tips, and other information about its merchants’ services, as well as the ability to capture local-market nuances of tone and voice as scored by Klook’s localisation team of linguists and brand marketers. 

“We take great pride in being in-destination experts, from the moment our travellers begin their discovery of their dream holiday to the moment they book with Klook and ultimately throughout their in-destination experience. We are committed to making this entire journey seamless, effortless, and in the language that best suits our travelers’ preferences,” said Bernie Xiong, CTO and co-founder, Klook.

“Our pilot proved that with Google Cloud’s generative AI capabilities, we can deliver this complete brand experience at scale without any compromise on content quality or accuracy. We will continue to innovate, bring new advancements for a more engaging platform, and solidify our standing as the brand of choice for travelers in Asia and beyond," he added.

“Klook’s use of generative AI has the potential to significantly boost both internal productivity and customer engagement, enhancing the uniqueness of their brand and value proposition while also strengthening trust and security for their customers,” said Kathy Lee, managing director, Google Cloud in North Asia.

“They’ve already gained a crucial first-mover advantage in personalising and localising travel experiences with generative AI, and we look forward to our continued collaboration to further strengthen their digital leadership with Cloud and AI across their business," she added.

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