Airbnb is significantly expanding its use of artificial intelligence, with plans to integrate AI features for search, trip planning, and customer support, according to recent announcements. CEO Brian Chesky revealed the company's intentions during the fourth-quarter conference call, signaling a major shift towards AI-driven functionalities within the platform.
The company is already seeing success with its custom-built AI agent, which currently handles approximately one-third of customer support issues in North America. Airbnb is preparing to roll out this feature globally, with the goal of having AI manage over 30% of all customer support tickets across all languages where human customer service agents are employed within a year, according to TechCrunch. Chesky expressed confidence in the AI's ability to improve service quality, stating, "We think this is going to be massive because not only does this reduce the cost base of Airbnb customer service, but the quality of service is going to be a huge step change."
The new AI features aim to create an "AI-native experience," as Chesky described, where the app will understand user preferences and assist with all aspects of trip planning. This includes helping guests search for listings and aiding hosts in managing their properties. The company is also testing new search features.
In related news, The Verge reported on the security vulnerabilities of the DJI Romo robovac. A recent security flaw allowed remote access to thousands of the devices. While the immediate threat may be fixed, the incident raises serious questions about the security of smart home devices.
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