Overview
- CEO Brian Chesky said the company will postpone integrating its app with ChatGPT and will revisit the decision as OpenAI’s developer tools mature.
- Airbnb is running a 13-model AI stack that includes systems from OpenAI, Google, Alibaba’s Qwen, and open-source providers to power customer support and new features.
- The in-app support agent has handled more than 100,000 conversations, with company-reported results showing a roughly 15% drop in live-agent demand and resolution times falling from nearly three hours to about six seconds.
- The assistant now operates in English, Spanish, and French with built-in actions for tasks like changing or canceling reservations, alongside broader platform upgrades to social and search features rolled out since May.
- Chesky said the newest OpenAI models are used sparingly in production because faster, cheaper alternatives are available, as competitors such as Booking and Expedia proceed with ChatGPT integrations.