Airbnb has begun deploying an AI-driven customer service assistant across the United States, with CEO Brian Chesky confirming the rollout during the company’s recent first-quarter earnings discussion. The tool, already active for half of U.S. users, aims to streamline support interactions and reduce reliance on human agents. Chesky highlighted that early adoption has led to a 15% decrease in customers needing to contact live support teams, signaling improved efficiency in resolving inquiries.
The AI bot, initially tested in 2024 for limited use cases, is now expanding to all U.S. users by the end of May. Unlike competitors such as Expedia and Booking.com—which are aggressively integrating AI for itinerary planning and real-time travel updates—Airbnb is prioritizing a cautious, phased approach. Chesky emphasized that while AI holds long-term potential for enhancing user experiences, the company is focusing first on refining customer service before exploring applications like trip planning or bookings, which he considers premature given the technology’s current limitations.
This strategic move comes as Airbnb reports $2.27 billion in Q1 revenue, a 6% year-over-year increase. However, the company anticipates a slowdown in travel demand due to global economic pressures, including rising tariffs affecting consumer spending. By investing in AI-driven support, Airbnb aims to maintain service quality while adapting to shifting market conditions.
