Airbnb is expanding the use of artificial intelligence across its platform, with CEO Brian Chesky reporting that a custom-built AI customer service agent is now handling roughly one-third of customer support requests in North America. The company plans to roll out AI-powered voice and chat support globally, with a goal of having more than 30% of customer service tickets managed by AI across all supported languages within the next year.
Airbnb recently appointed Ahmad Al-Dahle, former head of generative AI at Meta, as Chief Technology Officer to help build an AI-native product experience. The company is integrating large language models into customer discovery, trip planning, search, and host management tools while leveraging its proprietary data from hundreds of millions of user identities and reviews. Airbnb also reported fourth-quarter revenue of $2.78 billion, exceeding expectations.
