Airbnb has begun deploying an AI-driven customer support chatbot for users in the United States, CEO Brian Chesky announced during the company’s Q1 earnings call. The AI tool, launched last month, is already being used by half of Airbnb’s U.S.-based customers and is expected to be rolled out to all users in the region by the end of this month.
Chesky highlighted the bot’s early success, noting a 15% drop in requests requiring live human support, as the AI is able to resolve common issues faster. “AI is already making customer interactions simpler and more seamless,” he said.
While Airbnb has been cautiously integrating AI into its services, focusing first on backend customer support, it plans to expand its usage further in the future. Last year, Airbnb confirmed that it was testing AI in limited scenarios.
Unlike some of its rivals, including Expedia and Booking.com, which have already introduced AI-powered itinerary planners and real-time travel assistants, Airbnb is taking a slower, more strategic approach. Chesky previously stated that customer service was the right place to begin, given the current maturity of AI tools.
Despite the innovation, Airbnb’s financial forecast reflects a more cautious outlook. The company reported $2.27 billion in revenue for Q1 2025, a 6% increase year-over-year. However, it warned of a potential dip in demand in the coming quarter, citing economic uncertainty and global tariff tensions as key concerns affecting travel budgets.
This move signals a broader trend in the travel-tech space, as companies race to integrate AI in ways that enhance user experience while managing costs.
