Airbnb has started deploying its most significant artificial intelligence initiative to date: an AI-powered customer support agent now handling half of all service interactions in the U.S., according to CEO Brian Chesky. The tool, introduced quietly in April, has already contributed to a 15% decline in users needing human support and is expected to roll out to the entire U.S. user base in the coming weeks.
Chesky shared the update during Airbnb’s first-quarter earnings call on Thursday, calling the AI assistant the “best customer service agent in all of travel.” The bot, trained on hundreds of millions of past support interactions, is the first step in what Chesky describes as a longer-term plan to integrate AI more deeply across Airbnb’s user experience.
“It’s going to get significantly more personalized and agentic over the years to come,” Chesky told analysts, signaling that the company’s AI roadmap is designed for gradual scaling rather than aggressive front-end deployment.
