Airbnb CEO says it’s still too early for AI trip planning
Airbnb plans AI for customer support, not trip planning, citing early AI stages.

Airbnb, led by co-founder and CEO Brian Chesky, announced plans to integrate AI technology into its customer support system, rather than using it for trip planning. Chesky believes AI can greatly improve customer service by conversing in any language and processing vast amounts of information, with the rollout set for summer 2024.
Although other companies, such as OpenAI and Google, are advancing in AI trip planning, Chesky contrasts Airbnb's approach with caution, citing that AI is in an early stage akin to the mid-to-late 1990s internet. He predicts a future where AI profoundly impacts travel, but currently, it is premature for significant uses like trip planning.
Additionally, Airbnb has seen minor productivity improvements in engineering from AI. CFO Ellie Mertz hinted at increased efficiencies in customer service, contributing to margin growth. Airbnb's Q4 2024 earnings exceeded expectations with $2.48 billion in revenue, leading to a 15% share price boost.