Airbnb Leans on AI, While OpenAI Loses Talent

Airbnb is planning to integrate artificial intelligence (AI) features into its platform to enhance user experience and streamline operations, while also facing increased scrutiny over data security. Simultaneously, the company is expanding its use of AI for customer support, with a significant portion already handled by AI agents. Separately, blockchain-based lending company Figure Technology confirmed a data breach stemming from a social engineering attack.

According to Airbnb CEO Brian Chesky, the company intends to incorporate large language models to improve search functionality, trip planning, and host management. Speaking at the company's fourth-quarter conference call, Chesky stated that Airbnb is "building an AI-native experience where the app does not just search for you. It knows you." The company is also testing a new feature that allows users to search and ask questions.

Airbnb has already implemented AI in its customer support operations. The company reported that its custom-built AI agent currently handles approximately one-third of customer support issues in North America. Airbnb plans to roll out this feature globally, aiming for AI to handle over 30% of its total customer support tickets in all languages where human customer service agents are employed within a year. Chesky believes this will "reduce the cost base of Airbnb customer service" and significantly improve service quality.

In other tech news, Figure Technology, a blockchain-based lending company, confirmed a data breach on Friday. A spokesperson for Figure, Alethea Jadick, told TechCrunch that the breach occurred when an employee was tricked by a social engineering attack. The hacking group ShinyHunters claimed responsibility and published 2.5 gigabytes of allegedly stolen data after the company refused to pay a ransom. Figure is communicating with impacted partners and individuals, offering free credit monitoring.

The tech industry is also witnessing significant talent shifts. Several AI companies are experiencing departures. Half of xAI's founding team has left the company, and OpenAI is facing internal restructuring.