Airbnb is set to introduce AI technology to its customer support system later this summer, according to its Q4 2024 earnings call. This move contrasts with consumer expectations of AI-driven trip planning tools, which Airbnb CEO Brian Chesky believes are still premature. The AI agent will initially assist with customer service, leveraging its multilingual capabilities and document understanding.
Chesky likened the current state of AI to the early days of the internet, emphasizing a cautious approach to integrating AI into core services like trip planning. However, he envisions AI eventually evolving into a comprehensive "travel and living concierge." Airbnb also reported minor internal productivity gains from AI in engineering.
While the company didn't specify headcount impacts, CFO Ellie Mertz suggested potential efficiencies in customer service through AI. Airbnb's Q4 earnings exceeded expectations, with revenue reaching $2.48 billion and earnings per share at 73 cents.