Airbnb CEO Brian Chesky: Big AI Changes for App

Airbnb is prioritizing AI, beginning with customer support, and making adjustments that can have an effect on every part from how friends e-book properties to how hosts make their listings extra aggressive.

In Airbnb’s second-quarter earnings report on Wednesday, the holiday rental firm reported that it beat expectations for income, which grew by 13% from the identical interval final yr to $3.1 billion. CEO Brian Chesky predicted that Airbnb would develop into “an AI-first software” over the following few years in an earnings name following the report.

“I feel you may’t do journey planning with out AI going ahead,” Chesky stated on the decision. “We have chosen a really particular strategy to method AI.”

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How Airbnb is utilizing AI

On the decision, Chesky stated that some firms have chosen to include AI into journey planning and inspiration, which he deemed “the decrease stakes a part of journey.” Airbnb, alternatively, has began with what Chesky known as “the toughest downside,” which is the duty of customer support AI serving to with journey plans.

“Customer support is the toughest downside as a result of the stakes are excessive,” Chesky defined on the decision. He identified that customers want solutions rapidly, and the AI must be correct when dealing with duties like canceling a reservation.

To deal with customer support, Chesky stated Airbnb created a customized AI agent primarily based on tens of 1000’s of conversations. It really works like this: When customers attain out to the AI agent to cancel a reservation, it not solely is aware of do it but additionally faucets into particular information about which reservation the consumer desires to cancel.

^{Airbnb CEO Brian Chesky. Photograph by Myunggu Han/Getty Pictures for Airbnb}

In April, the corporate quietly began deploying the AI bot within the U.S. in English. Chesky stated on Wednesday’s name that 15% fewer customers want to speak to a human customer support consultant after releasing the bot. The corporate plans to develop the agent to extra languages this yr and infuse it with superior options, reminiscent of the flexibility to go looking and assist customers plan and e-book their subsequent journey.

For hosts, Airbnb is exploring alternative ways to show pricing. In Could, the corporate introduced a brand new calendar for hosts with higher pricing strategies to assist optimize the competitiveness of their listings.

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Customer support is only one approach Airbnb goes to develop into an AI-first app over the following few years. The corporate can be going to deliver AI to journey search subsequent yr, Chesky acknowledged on the decision.

Airbnb has undergone quite a few adjustments not too long ago. In Could, the corporate introduced a revamped app with the choice to e-book “Providers” or experiences like massages, private coaching, and wonder providers. In the identical month, Airbnb additionally launched group messaging, increasing who can work together with an Airbnb host, and shared wishlists for customers to bookmark their favourite leases collectively.

Airbnb had greater than 5 million hosts and 1.5 billion visitor check-ins as of 2024, in accordance with Statista.

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