Airbnb’s investment in AI is already showing results in customer service. The company revealed that its AI-powered support bot, launched in North America last year, now resolves about 30% of customer issues without human intervention. According to Chesky, the goal is to significantly increase that percentage over the next year while expanding language coverage and introducing voice-based AI support.

Looking ahead, Airbnb plans to make AI customer service more conversational and accessible across all supported languages. The vision includes enabling customers to call the AI bot directly, moving beyond chat-based interactions. If successful, AI agents could handle a majority of routine service requests, improving efficiency while freeing human agents to focus on more complex issues.