Airbnb's 'ultimate AI concierge' targets summer 24 launch

The company is working on an AI "concierge" that can learn about a user over time

Jul 6, 2023

Airbnb CEO Brian Chesky said that the current iterations of viral chatbot ChatGPT and other AI chatbots are good for informational, factual questions. But a program that can be the "ultimate AI concierge" and learn about you over time is more valuable to Airbnb.

Key takeaways

  • One of the first planned infusions of AI with Airbnb is in customer service, which is an area where jobs have already started to be cut across the tech industry, with executives saying AI can replace the work humans do interacting with customers;
  • Airbnb plans to launch AI-assisted customer service in the fall, but with an emphasis on AI helping customer service representatives work faster instead of replacing them;
  • AI could also help summarize hundreds of reviews to give users the simplest description of what a particular rental is like.

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