Airbnb is planning to integrate artificial intelligence (AI) features into its platform to enhance user experience, while also facing scrutiny over its data security practices. The company announced plans to roll out AI-powered tools for search, trip planning, and host management, as well as revealed that its AI agent currently handles a third of its customer support issues in North America, according to TechCrunch. Separately, two companies, Figure Technology and Tenga, confirmed data breaches that compromised customer data.
Airbnb CEO Brian Chesky stated during the company's fourth-quarter conference call that the company intends to build an "AI-native experience" to improve customer service and operational efficiency. The new AI features will not only help users search for listings but also assist in trip planning and support hosts in managing their properties. Chesky believes the AI will significantly improve the quality of service, potentially surpassing human counterparts in resolving issues. The company is also preparing to expand its AI customer support globally, aiming for AI to handle over 30% of its total customer support tickets in all supported languages within a year, as reported by TechCrunch.
In other news, blockchain-based lending company Figure Technology confirmed a data breach stemming from a social engineering attack on an employee, according to a statement provided to TechCrunch. The breach allowed hackers to steal a limited number of files. The company is offering free credit monitoring to those affected and is communicating with its partners. The hacking group ShinyHunters claimed responsibility for the attack on its dark web leak website, stating the company refused to pay a ransom and subsequently published 2.5 gigabytes of allegedly stolen data.
Additionally, sex toy maker Tenga notified customers of a data breach on Friday, according to an email obtained by TechCrunch. An unauthorized party gained access to an employee's professional email account, potentially exposing customer names, email addresses, and historical email correspondence, including order details and customer service inquiries. The hacker also sent spam emails to the employee's contacts, including customers. Tenga did not respond to requests for comment regarding the total number of affected customers.
These announcements come as the AI industry itself experiences significant shifts. TechCrunch reported that several AI companies are facing talent departures.
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