Airbnb is testing out AI search with a 'small percentage' of users

Source: Engadget

Overview

Airbnb plans to double down on artificial intelligence to improve its user experience for both guests and hosts. During a fourth‑quarter earnings call, CEO Brian Chesky said the company is building an “AI‑native experience” aimed at helping guests book trips, assisting hosts with their listings, and running the company more efficiently.

AI‑Powered Search

• An AI search tool to help guests book trips is live for a small percentage of users.
• In a shareholder letter posted on Airbnb’s website, the company said it is conducting early testing with an AI‑powered search that is “focused on giving guests a more natural way to describe what they’re looking for, and ask questions about the listing and location.”
• The letter added that the AI search tool will become “a more comprehensive and intuitive search experience that extends through the trip,” though no definitive public‑release date was provided.

AI Chatbot

• Airbnb introduced an AI chatbot for customer‑service requests last year.
• The chatbot is currently available only to users in North America and handles about one‑third of customer requests without human intervention, according to TechCrunch.
• Chesky said the AI chatbot is expected to tackle “significantly more” tickets within a year and will roll out globally.

Source

This article originally appeared on Engadget: