published : 2023-11-11

AI to Transform Airbnb More Than Hotels in Near Term, CEO Says

Airbnb CEO Envisions AI Enhancing Platform's Customer Service

An image of Brian Chesky, co-founder and CEO of Airbnb, passionately discussing the impact of AI on the platform's transformation. Taken with a Nikon D850.

In a recent meeting in New York City, Airbnb CEO Brian Chesky shared his belief that artificial intelligence (AI) will have a greater impact on Airbnb than on hotels in the near future.

Chesky emphasized the dynamic nature of the digital world, stating that AI is rapidly changing the landscape and enabling faster adaptation for companies with digital products like Airbnb.

While hotels are unlikely to see significant transformations due to AI, Chesky sees Airbnb as being ripe for transformation.

One area where AI can benefit Airbnb is in improving its customer service. Chesky acknowledged that customer support is a pain point for the company due to the myriad of policies involved.

A vibrant image showcasing the personalized search experience on Airbnb, with a user finding their dream home with the help of AI. Taken with a Canon EOS R6.

The platform currently has 70 major policies, each potentially spanning 100 pages, making it difficult for agents to navigate and ensure consistent service.

By leveraging the power of AI, Airbnb aims to enhance its customer service. Chesky explained that AI can analyze the vast corpus of policies, drawing insights from 1.7 billion reservations and previous issue resolutions.

This intelligent analysis will not replace human agents but rather assist them in offering round-the-clock support. With AI handling the processes, agents can focus on providing more personalized and bespoke services to customers.

Chesky also envisions AI playing a role in optimizing the search process on Airbnb. By leveraging AI capabilities, the platform can personalize the search experience for users, helping them find their ideal home and creating tailored experiences.

A captivating photo of a customer service agent on Airbnb, offering bespoke support to a delighted customer, enabled by the assistance of AI. Taken with a Sony A7 III.

In essence, Chesky compares AI's potential impact on Airbnb to having a personal travel agent, ensuring an effortless and customized journey for users.

As AI continues to evolve and transform industries, Chesky's vision for Airbnb taps into the power of this technology to enhance customer service, personalize experiences, and ultimately revolutionize the home-sharing platform.