Airbnb is evolving into an AI-first application, a transformation emphasized by CEO Brian Chesky. The company aims to integrate AI into customer service, notably through a custom-built AI agent, effectively reducing the necessity of human agents by 15%. Chesky anticipates a future where top applications, currently not predominantly AI-driven, will shift towards being AI-centric, akin to Airbnb's ongoing innovation. The company seeks to facilitate comprehensive bookings across accommodations, experiences, and services, underscoring its ambition to become an "everything app."
"Over the next couple of years, I think what you're going to see is Airbnb becoming an AI-first application," Chesky said on the call with analysts.
Chesky predicted that soon every one of them will be AI apps, either AI startups or pre-generative AI apps that successfully transform into 'native AI' apps.
Chesky said Airbnb has rolled out AI in customer service, with a custom agent built on 13 different models and trained on tens of thousands of conversations.
As a result of the AI customer service chatbot, he said Airbnb has reduced the number of hosts and guests who need to contact a human agent by 15%.
Collection
[
|
...
]