During an earnings call, Airbnb CEO Brian Chesky announced that half of U.S. users are now utilizing the new AI-powered customer service agent, which has already decreased the need for live support by 15%. This feature will soon be rolled out to all U.S. users. Chesky noted the cautious approach Airbnb is taking compared to competitors like Expedia, expressing intent to prioritize gradual development and personalization of AI tools, especially for trip planning, which he believes are still immature.
Half of Airbnb users in the U.S. are now using the company's AI-powered customer service agent, leading to a 15% drop in the need for live support.
Chesky has expressed a preference for a gradual rollout, indicating that AI in trip planning is not quite ready for prime time yet.
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