Airbnb has quietly introduced an AI-powered customer service chatbot across the United States, a development confirmed by CEO Brian Chesky during the company’s first-quarter earnings call.
According to Chesky, approximately half of Airbnb’s American customers have already interacted with the new AI support system since its initial rollout last month. He stated that Airbnb intends to expand access to all users across the country within the current month.
The adoption of the AI chatbot has already demonstrated tangible benefits, significantly reducing reliance on live support agents. Chesky noted the bot has been responsible for a 15% drop in contacts with human representatives, underscoring its effectiveness in streamlining customer assistance.
Previously, Airbnb had disclosed its cautious experimentation with artificial intelligence for limited customer service needs. Last year, Airbnb co-founder Nathan Blecharczyk acknowledged the potential for AI to substantially reshape consumer interactions but emphasized a tempered approach.
Unlike others in the tech sector such as OpenAI, Google, and various AI-focused startups who are aggressively deploying advanced AI tools for autonomous tasks, Airbnb is proceeding methodically. Earlier in February, Chesky voiced skepticism about applying AI to broader services, including travel planning and ticket booking, asserting that the technology was still maturing.
Competitors like Expedia and Booking.com, however, have already invested heavily in AI deployments that allow detailed itinerary creation, personalized trip planning, and real-time travel updates.
Financially, Airbnb reported a revenue of $2.27 billion for the first quarter of this year, marking a 6% increase over the same period last year. Yet the company signaled a cautious outlook, projecting slightly lower than expected revenues for the current quarter. Airbnb executives attributed the softened forecast to slowing travel demand, influenced by ongoing global tariff conflicts that have dampened consumer spending sentiment.
