Airbnb says it’s poised to deploy AI technology, but it’s not the way consumers wanted it to first.
Instead of providing tools to help travelers plan or book trips with the help of AI agents, Airbnb plans to first deploy AI into its customer support system. The update will roll out later this summer, the company told investors during its fourth quarter revenue call on Thursday.
Brian Chesky, co-founder and CEO of Airbnb, explained. AI can do “incredible work” for customer service. First, AI functions as a customer service agent, but its functionality expands over time.
Companies like Openai, Google, and others are working on AI agents, or AI software that can perform a set of tasks on behalf of customers, but Chesky says the technology is too early and too early to use for Airbnb. I’m thinking about it. However, he believes that in the end, AI will have a “big impact on travel” even though nothing has changed on current major travel platforms.
“This is what I’m thinking about AI. I think it’s still really early,” Chesky said. “Perhaps… it’s similar to the mid- to mid-90s on the Internet.”
He said other companies are working on integration with a focus on travel planning, but think it’s too early for AI travel planning.
“I don’t think it’s at all [a] The CEO added.
As AI technology continues to develop, Airbnb will expand its AI-powered customer service agents to some of the Airbnb searches, and at some point further, it will also become a “travel and life concierge.”
In addition to customer service, the company has reported small productivity gains due to internal use of AI for engineering purposes. But again, the executive advised caution, saying, “I don’t think it’s flowing into the basic step change of productivity.”
Over the years, these benefits could reach certain “midterm” effects, such as a 30% increase in technology and engineering productivity.
While Airbnb didn’t say whether AI use would affect personnel, CFO Ellie Mertz suggested greater efficiency possible, especially in the area of customer service.
“As for the ’25 and the outlook there, there is a progressive opportunity across our variable costs, so frankly, it’s a little more efficient and payment processing and customer service to achieve a widening margin there. I think there are areas such as opportunities, Marutz told investors.
Airbnb reported strong revenues in the fourth quarter, with stocks rising 15% after beating both revenue and revenue. The company generated revenue of $2.48 billion in the quarter, exceeding the expected 58 cents, an estimated $2.42 billion, and 73 cents above earnings per share.
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