After a strong second quarter, Airbnb’s CEO Brian Chesky shared his thoughts on the evolving role of AI in travel. While many celebrate AI chatbots, he made it clear that these tools aren’t yet set to take on established powerhouses like Google, especially when it comes to search.
Chesky explained that while AI can certainly spark improvements in generating travel leads, it doesn’t match up to Google’s referral muscle. He pointed out that current models are far from unique, noting, “The model powering ChatGPT isn’t proprietary… We — Airbnb — can also use the API, and there are other models that we can use.”
Looking to the future, he sees a varied AI landscape where both custom-built startups and big tech firms fine-tune their offerings for specific needs. It’s not just about having the best model, but about tailoring it to optimise user experience and efficiency.
Airbnb is already reaping the benefits. The company has cut down on human-assisted customer service interactions by 15% in the US, thanks to an AI agent that, while currently limited to English, is set to broaden its language range and even handle reservation changes next year. Even as the firm tests third-party AI agents, Chesky insists that an Airbnb account remains the key to booking travel, viewing AI more as a lead enhancer than a full replacement.
The numbers back up Airbnb’s strategy too. With $3.1 billion in revenue and $1.03 earnings per share, the company exceeded expectations, although stock prices dipped ahead of a predicted slowdown in growth. Ultimately, Chesky’s focus is clear: Airbnb aims to be the first place people go when booking travel.
