Airbnb now handles one-third of US and Canada customer support with AI
Airbnb CEO Brian Chesky revealed that AI now powers 30% of the platform’s customer service interactions in the US and Canada. The company is also working on AI enhancements for trip planning and support, leveraging large language models to understand guest needs more intuitively. The AI system is designed to assist both guests and hosts, while improving operational efficiency at scale.
A major milestone in AI adoption in consumer platforms, signaling broader industry shifts toward automation in customer experience.
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