How does Booking scale its customer review system?
While Booking.com is known as a major hotel booking portal, its infrastructure for processing customer reviews stands out as something special. The article discusses how Booking.com built a system to scale review processing, which is vital for maintaining service quality and customer satisfaction. The primary goal was to create a system that not only handled the increasing volume of reviews but also improved their accuracy and analysis speed. This led them to adopt more advanced methods, such as utilizing machine learning and natural language processing algorithms. This system is not just powerful; it is also scalable, allowing Booking.com to continue evolving and adapting to the changing needs of customers worldwide. Additionally, the article delves into the challenges the company faced while implementing these innovations and the solutions they applied to stay competitive in the market.