Airbnb CEO Brian Chesky recently spoke about the company’s decision to hold off on integrating OpenAI’s ChatGPT into its travel platform, citing that the current app ecosystem isn’t adequately prepared for such a move. Unlike competitors like Booking Holdings and Expedia, Airbnb operates on a model that emphasizes a trusted community of verified members. This approach necessitates a more secure, self-contained environment before any direct integration with AI platforms can be considered. Despite the delay, Chesky, who maintains a friendship with OpenAI CEO Sam Altman, suggested that a partnership may still develop in the future as the underlying technology evolves.
In the meantime, Airbnb is enhancing its own artificial intelligence capabilities. The company has rolled out advanced in-app AI tools, enabling more efficient handling of user requests, which has dramatically reduced customer resolution time from nearly three hours to a mere six seconds. This upgraded system utilizes 13 different AI models from providers including OpenAI, Alibaba, and Google, minimizing the need for human customer support by 15%. Chesky noted that Alibaba’s Qwen model is currently the primary driver of this efficiency due to its speed and cost-effectiveness, while OpenAI’s models are applied judiciously to ensure optimal performance.
This pivot towards in-house AI initiatives is part of a larger strategy to transform Airbnb from merely a booking app into a more engaging platform. The company has recently unveiled social features designed to foster connections among users post-booking. Through these new tools, travelers can interact, share experiences, and build a sense of community around their trips. Chesky envisions that this social dimension could expand, eventually evolving into a space where travelers seek inspiration, exchange stories, and plan their trips within the Airbnb ecosystem. By prioritizing the human connections facilitated through AI, Airbnb aims to create a more immersive and engaging travel experience.