Airbnb Accelerates AI Adoption to Boost Feature Development and Customer Support

Airbnb's CEO Brian Chesky has revealed that the company is rapidly adopting AI technology to build product features and improve customer support. In a recent earnings call, Chesky said AI is helping Airbnb create features at a rapid rate and reducing the time from conceptualization to launch by 60%.

AI-Driven Feature Development

Airbnb has been using AI to build product features, with the technology helping the company to reduce the time from concept to launch by 60%. This is a significant improvement compared to the same period last year, when the company took longer to develop and launch new features. The AI technology has been used to build features in areas such as search, sign-up, checkout, and payments.

AI-Powered Customer Support

In addition to feature development, Airbnb has also been using AI to improve its customer support. The company has launched an AI-powered bot in North America in 2025, which has been expanded to more than 50 languages this year. The bot is designed to help customers with their queries, and nearly 45% of the customer issues that start with the AI agent are completed without any human intervention.

Positive Results

Airbnb posted positive results for the quarter ended in June, with revenue up 17% year-over-year to $3.6 billion and adjusted EBITDA jumping 21% to $1.3 billion. The company's adoption of AI technology appears to be paying off, with the technology helping to improve feature development and customer support.

Future Plans

Airbnb plans to continue its adoption of AI technology, with the company testing AI search on its platform. The AI search feature will allow customers to type in natural language to get results, which will be displayed in a visual format. The company will also be adding a toggle that lets users switch to AI search, allowing them to choose between AI-generated results and the current search and filter feature.

Conclusion

Airbnb's adoption of AI technology is a significant development for the company, and it's likely to have a positive impact on its feature development and customer support. The company's use of AI to build product features and improve customer support is a key area of focus for the business, and it will be interesting to see how it continues to develop and refine its AI capabilities in the future.