Brian Chesky, CEO of Airbnb, cautioned that AI chatbots are not yet a replacement for traditional search engines like Google. He marked the need for customization in AI applications, noting the importance of having proprietary models and custom interfaces for effectiveness. Airbnb's AI customer service agent has improved efficiency, reducing human agent interactions by 15%. However, delivering accurate support through AI remains a challenge, as these agents must provide reliable and helpful responses without error.
"The thing I want to caution is I don't think that AI agents - I don't think we should think of chatbots like Google - I don't think we should think of them as the 'new Google' yet."
"We also have to remember that the model powering ChatGPT is not proprietary. It's not exclusive to ChatGPT. We - Airbnb - can also use the API, and there are other models that we can use."
"One of the things we've noticed is it's not enough to just have ... the best model. You have to be able to tune the model and build a custom interface for the right application. And I think that's the key."
"Airbnb shared during the call that its AI customer service agent in the U.S. reduced the percentage of guests contacting a human agent by 15%, for instance."
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