Airbnb CEO Brian Chesky stated that AI agents are not yet dominant search platforms like Google. During a meeting with investors, he emphasized that while AI chatbots can attract new customers in the travel and services sector, they do not fully replace the referrals generated by Google.
Chesky said, "We are still exploring this space, and it is too early to consider AI agents as the new Google." He explained that AI models like ChatGPT are not proprietary; they are not exclusive to ChatGPT, and Airbnb can also use these technologies.
Airbnb has already implemented an AI-based customer service agent in the U.S., which has reduced the number of guests contacting human agents by 15%. Chesky noted that AI customer service agents must provide accurate and helpful information without making errors.
Currently, the agent operates only in English but will be integrated into more languages this year. Next year, the agent will offer more personalized responses, such as helping customers cancel reservations and even performing the cancellations on their behalf.
The CEO added that Airbnb plans to incorporate AI into its search system soon. However, plans to collaborate with third-party AI agents are not fully developed yet.
Chesky believes that AI will not commoditize Airbnb’s business like flight bookings have been, but rather serve as a potentially valuable lead generation tool.
In the second quarter, Airbnb reported revenue of $3.1 billion and earnings per share of $1.03, exceeding analysts’ expectations. However, the company forecasted slower growth in the second half of the year.
