Airbnb has quietly launched an AI-powered customer service bot in the US, according to CEO Brian Chesky. The rollout began last month, marking a significant step in the company's efforts to automate and enhance customer support. This move aligns with Airbnb's broader strategy to integrate AI across its platform, aiming to create a more seamless and personalised experience for both hosts and guests. The company envisions AI as a 'concierge in your pocket', capable of handling various aspects of travel planning, from booking to on-trip support.
While Airbnb is prioritising quality responses over speed, the implementation of AI chatbots is expected to streamline customer interactions and free up human agents to handle more complex issues. The AI system is designed to understand user preferences and behaviours, leveraging data to provide tailored recommendations and support. This initiative also extends to host support, with AI systems capable of identifying suspicious booking patterns and preventing unauthorised parties, contributing to a safer and more reliable platform for all users. Competitors are also offering similar AI chatbot services to automate guest messaging, answering frequently asked questions, and providing instant support in multiple languages.