Klook, the Hong Kong-based experiences platform, has launched Kai, an AI agent designed to automate back-office operations for its merchant partners. Unlike conventional AI chatbots that only answer queries, Kai can execute tasks directly within Klook's merchant portal—managing inventory, adjusting pricing, and updating bookings without manual intervention.
The move is part of Klook's broader push to bring agentic AI into the travel experiences sector, where small and medium-sized enterprises (SMEs) dominate. According to Klook, SMEs account for roughly 95% of the experiences industry, yet many still rely on manual processes and offline channels to reach customers. By embedding Kai into its existing platform, Klook aims to help these businesses transition from spreadsheets and phone calls to AI-powered operations.
From manual to AI-powered operations
Kai is being rolled out globally in phases, timed to support merchants ahead of the year-end travel season. The agent is designed to reduce the administrative burden that often consumes time for small operators, allowing them to focus on delivering quality guest experiences.
“With Kai, we're bringing the most practical and valuable agentic AI capabilities into their day-to-day operations, removing much of the manual work involved in running their businesses,” said Bernie Xiong, Klook's co-founder and CTO.
Early adopters have reported significant gains. Klook says Kai completes some tasks up to 97% faster than traditional processes. Merchants using the agent have also recorded 34 times more monthly bookings than those not using it. These efficiency gains enable businesses to respond more quickly to shifting demand and capture booking opportunities they might otherwise miss.
Beyond routine operations, Kai supports business growth by simplifying product listings and analyzing customer reviews and performance data. The insights generated help merchants refine their offerings, improve service quality, and scale their operations—critical for SMEs looking to compete in an increasingly digital travel marketplace.
The launch comes as travel technology vendors race to integrate AI agents into their platforms. Klook's approach is distinct in that it focuses on the merchant side, automating back-office tasks rather than just assisting travelers. This aligns with a broader industry trend: AI agents are seen as augmenting, not replacing, travel distributors, according to industry executives.
Klook's move also follows its earlier collaboration with Meta on the Muse AI agent for Japan bookings, signaling the company's commitment to embedding AI across its ecosystem. The new Kai agent extends that strategy to the supply side, giving merchants a tool that directly improves operational efficiency.
For travel professionals, the implications are clear: as AI agents become more capable, the competitive advantage will shift to those who adopt them early. Klook's data suggests that merchants leveraging Kai are already seeing outsized booking growth, a trend that could reshape the experiences sector.
Kai is available through Klook's merchant portal, with global rollout continuing through the fourth quarter. The company has not disclosed pricing or subscription details, but the agent is positioned as a value-add for existing merchant partners.
