Airbnb began drawing a customer service bot with him in the US last month, CEO Brian Chesky said during the call of the firm’s first quarter on Thursday.
Chesky said 50% of American Airbnb users are already using the world for customer service, adding that the company plans to make function for all its users in the country this month.
“One thing I will say about him (is) it is eventually making the client’s experience easier … She has already led to a 15% reduction in people who need to contact living human agents,” he noted during the analyst’s call.
Last year, the company told Techcrunch it was testing technology, but in a limited way and only for certain questions.
“I think there is a lot of opportunities to apply in business. We think a lot about how he will change the experience in the consumer layer over time,” said Airbnb Nathan Blecharczyk co -founder at the time.
Unlike companies like Openai, Google, Purplexity and Starw of Startup Building AI agents (tools that can perform tasks on behalf of a user), Airbnb seems to be taking a more discreet approach to him. Chesky said in February that the company would use its customer service before starting its implementation for other uses such as travel planning or booking tickets, as it believes technology is still in its early days.
Meanwhile, its competitors Expedia and Booking.com are investing a lot on technology, starting with the features like the construction of itineraries, travel planning and real -time travel updates.
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Airbnb reported total revenue of $ 2.27 billion for the first quarter, with 6% a year earlier. However, the company provides for the current quarter income just below the analysts’ expectations and indicated that it expected the travel demand to slow down as the global tariff fight damages the feeling and discourages discretionary costs.
