Airbnb began to implement a customer service bot powered by artificial intelligence in the US last month, said general director Brian Chesky during the company's Thursday merger in the first quarter.
Chesky said that 50% of American Airbnb users are already using the AI bot to service, adding that the company plans to enter a function for all its users in the country this month.
“One thing I will say about artificial intelligence (it is definitely facilitating customer service … This has already led to a 15% reduction in people in need of contacting living human agents,” he noted during the call of an analyst.
Last year, the company told TechCrunch that it is testing technology, but in a limited way and only for some inquiries.
“I think that there is a great potential for using AI to the company. A lot about how AI intends to change experience in the consumer layer over time,” said Airbnb co -founder Nathan Blecharczyk at that time.
Unlike companies such as OpenAI, Google, embarrassment and lots of startups building AI agents (AI tools that can perform tasks on behalf of the user), Airbnb seems to take a more measured approach with AI. Chesky said in February that the company would use artificial intelligence for customer service before it begins to implement it into other applications, such as travel planning or reservation tickets, because it believes that technology is still at the beginning.
Meanwhile, his competitors Exposed AND Booking.com They invest firmly in technology, introducing AI functions, such as building routes, travel planning and real -time travel updates.
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Airbnb recorded a total revenue of $ 2.27 billion in the first quarter, which is an increase of 6% than a year ago. However, the company forecasts that revenues from current quarters slightly below the expectations of analysts and indicated that it expected that the demand for travel would slow down when the global tariff war hurts moods and discourages discretion.
