Airbnb is rolling out an AI-driven customer service bot across the US, a move aimed at making life simpler for users. CEO Brian Chesky shared during the latest quarterly call that half of the American customer base is already on board. The goal? To offer the new service to all US users by the end of this month.
By harnessing AI, the company has managed to reduce calls to human agents by 15%. Chesky noted, “One thing I’ll say about AI [is that] it is definitely making the customer experience easier,” highlighting how technology is easing everyday interactions.
Unlike competitors like Expedia and Booking.com—who are busy using AI to create customised itineraries and travel updates—Airbnb is taking a more cautious path. Having started limited testing last year, the company is now focusing on refining customer service. Co-founder Nathan Blecharczyk added, “We think a lot about how AI is going to change the experience at the consumer layer over time,” signalling exciting improvements on the horizon.
Despite reporting $2.27 billion in revenue for Q1, a 6% increase from last year, Airbnb is cautious about future growth. With global travel still facing economic challenges, the company is preparing for a slowdown in the next quarter.
