If you’ve ever been stuck talking to a phone bot while trying to reach a live person, you know how something meant to be simple can quickly become frustrating. Does it really have to be this painful? Airbnb says no.
Earlier this year, Airbnb rolled out its AI-powered customer service to 50% of users. According to CEO Brian Chesky, this technology has already resulted in a 15% reduction in the number of people needing to contact live human agents.
During the 2024 Q4 earnings call, Brian discussed AI-enabled travel and living. “I don’t think it’s quite ready for prime time… So we’re starting with customer support,” he said. He added that the company’s ultimate goal is “to take that AI-powered customer service agent and bring it into Airbnb search, to eventually graduate into a travel and living concierge.”
Generative AI has already changed the world, and Airbnb is getting on board—empowering customers to solve their own problems through intuitive, AI-driven support. A 15% drop in human support requests might sound modest, but across 2.2 million listings across the country, it likely represents hundreds of thousands of avoided calls and messages—translating into millions in operational savings, fewer escalations for hosts, and quicker resolutions for guests.
Our Take
As a fellow human, I appreciate human interaction. As an STR professional, I can’t wait for the day AI becomes more affordable and easy to implement across all STR platforms. AI doesn’t forget lockbox codes or where the first aid kit is. It doesn’t have bad moods (at least not yet) and won’t disclose sensitive information under pressure.
However, it’s important to always have a human team member available to assist. Even Airbnb’s numbers show that 85% of users still end up needing a real person. Technology can enhance hospitality, but it shouldn’t replace the heart of it—empathy, judgment, and the human touch that truly makes guests feel welcome.
