Airbnb CEO Brian Chesky shared his ideas on AI chatbots, cautioning traders that AI chatbots like ChatGPT, Claude and Perplexity cannot but be thought of the “new Google”, which stays a dominant gateway to the web.
Talking on the firm’s second-quarter earnings name for FY26, Chesky acknowledged the potential of AI but additionally famous that the expertise remains to be growing and can take a number of time till it’s able to main.
Why is AI not but prepared to interchange Google?
Talking of AI chatbots, the CEO instructed traders, “I don’t suppose we must always consider them because the ‘new Google’ but.” He additional added, “I believe we’re nonetheless form of feeling out of house.”
Chesky additionally emphasised that whereas AI chatbots are highly effective instruments to work round customer support and personalisation, they aren’t but absolutely positioned to grow to be a substitute for referrals that the dominant search engine Google brings.
He additionally reminded those that AI fashions that energy chatbots like ChatGPT will not be proprietary. “We additionally must do not forget that the mannequin powering ChatGPT shouldn’t be proprietary. It’s not unique to ChatGPT. We Airbnb may also use the API, and there are different fashions that we are able to use,” he mentioned.
He additionally talked about that the success with AI will depend on constructing a customized interface and fine-tuning the mannequin for the appropriate utility as an alternative of simply specializing in having the most effective mannequin.
How is Airbnb profiting from AI?
Airbnb shared in the course of the name that its AI customer support agent in the US diminished the proportion of visitors contacting a human agent by nearly 15%.
The CEO revealed that Airbnb has additionally deployed a customer support agent that was constructed utilizing 13 completely different fashions and skilled on tens of 1000’s of conversations. This provision is presently accessible in English within the US.
This 12 months, Airbnb will roll it out to extra languages, and by subsequent 12 months, it’s anticipated to grow to be extra personalised and independent. Because of this it is going to be in a position to perceive if somebody wants help cancelling a reservation, for which the bot won’t solely have the ability to inform them learn how to do it but additionally do it for them. The bot may also be able to serving to prospects plan and guide journeys.
Chesky additionally acknowledged that AI chatbots are positively remodeling how corporations react with prospects however he believes that it’s not sufficient because the AI brokers are enhancers and never replacements at the very least for now.
