"Airbnb Inc. Chief Executive Officer Brian Chesky said he didn't integrate his company's online travel app with OpenAI's ChatGPT because the startup's connective tools aren't "quite ready" yet. Airbnb will monitor the development of ChatGPT's app integrations and may consider a tie-up in the future similar to those of its peers Booking Holdings Inc. and Expedia Group Inc., Chesky said in an interview. "I didn't think it was quite ready," he said of ChatGPT's integration abilities."
"While Airbnb has set aside a possible integration with ChatGPT, the company Tuesday announced that it had updated its in-app artificial intelligence tools to let customers take more actions without the need of a live representative. The company's AI customer service agent, which it rolled out to all US users in English in May, now displays action buttons and links that can help people complete, say, a reservation change or cancellation."
Airbnb did not integrate its app with ChatGPT because ChatGPT's app integration tools are not yet sufficiently robust for Airbnb's needs. Airbnb will monitor ChatGPT's developer integrations and may pursue a future partnership similar to those of Booking Holdings and Expedia. OpenAI must build a platform capable of running Airbnb's app within the ChatGPT chatbot in an almost self-contained manner due to Airbnb's verified-member community requirements. Brian Chesky advised OpenAI on the new developer capability. Airbnb updated its in-app AI customer service agent with action buttons and links, reducing live-representative needs by 15% and cutting average resolution time to six seconds. Language expansion is planned.
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