Airbnb recently introduced an AI-powered customer service bot in the United States, as announced by CEO Brian Chesky during the company’s first-quarter conference call. Chesky mentioned that 50% of Airbnb’s U.S. users are already utilizing the AI bot for customer service, with plans to expand this feature to all users in the country by the end of the month.
The implementation of AI has resulted in a 15% decrease in the need for customers to contact live human agents, making the overall customer experience more convenient, according to Chesky’s remarks during the analyst call.
Last year, Airbnb had shared with DailyTech that they were testing AI technology on a limited scale and for specific queries. Co-founder Nathan Blecharczyk also expressed optimism about the potential of AI in revolutionizing consumer experiences in the future.
While other companies like Expedia and Booking.com are heavily investing in AI technology for various travel-related functions, Airbnb is taking a measured approach by focusing on customer service first before expanding to other areas like travel planning and ticket booking.
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In the first quarter, Airbnb reported a total revenue of $2.27 billion, marking a 6% increase from the previous year. However, the company anticipates a slight dip in current-quarter revenue due to factors like the global tariff war impacting travel demand.
