eginning last month, the Airbnb renting platform has secretly started to test a new artificial intelligence customer service bot for U.S. users. This information
has been made public by Brian Chesky, the CEO of Airbnb, who stated during the Q1 conference call that Airbnb has implemented a new AI feature to improve the customer experience.
According to his statement, almost 50% of U.S. Airbnb users, have already used the new AI bot to improve their booking experiences. He also stated that the company is planning to roll out the new Airbnb artificial intelligence feature to all American users starting this month.
“One thing I’ll say about AI [is that] it is definitely making the customer experience easier … It has already led to a 15% reduction in people needing to contact live human agents,”, Brian Chesky stated.
It should be mentioned that Airbnb has been testing an AI feature since last year, but with some limited functionalities only for some user queries, but now it seems that they developed a more advanced technology, which can significantly improve the user’s experience for the booking process.
“I think there is a lot of potential for applying AI to the business. We think a lot about how AI is going to change the experience at the consumer layer over time,”, co-founder Nathan Blecharczyk stated for TechCrunch.
Subscribe to our newsletter
Compared with other companies, such as Google, OpenAI, or Perplexity, that integrate artificial intelligence technology in all their features and capabilities, Airbnb is planning to take a more careful approach and integrate the technology in only a few functionalities. But we can’t really compare the AI companies with Airbnb, because they have more advanced technology that can generate content and solve tasks for users.
According to the CEO of the Airbnb renting platform will first integrate AI technology only for customer service functionalities, and then expand it to other Airbnb features such as travel planning or booking online tickets.
It should be mentioned that Airbnb competitors such as Booking.com and Expedia have already implemented advanced AI technology for building itineraries and trip plans. However, it remains to be seen if Airbnb is making the right choice in taking things slower and implementing AI technology only for a few functionalities
In Q1 of this year, the Airbnb rental company recorded a total revenue of $2.27 billion, which represents a 6% increase compared with the same period last year. But for Q2, the company is expecting lower revenues, as the analysts expect a significant decrease in the travel demand due to the current U.S. tariffs situation.
Stay tuned for more updates!
.webp)
.webp)
