tech

February 13, 2026

Airbnb says a third of its customer support is now handled by AI in the U.S. and Canada

Airbnb has shifted a third of its North American customer service to its AI agent, CEO Brian Chesky said.

Airbnb says a third of its customer support is now handled by AI in the U.S. and Canada

TL;DR

  • Airbnb's AI agent currently handles about a third of customer support issues in North America.
  • The company plans a global rollout of its AI customer support feature.
  • CEO Brian Chesky anticipates AI will reduce costs and improve customer service quality.
  • Airbnb aims to create an AI-native app that offers personalized experiences for guests and hosts.
  • The company hired CTO Ahmed Al-Dahle, an AI expert from Meta, to guide AI development.
  • Airbnb believes its proprietary data (verified identities, reviews) and platform offer a unique advantage over other AI chatbots.
  • 80% of Airbnb engineers currently use AI tools, with plans to reach 100%.
  • The company's revenue is projected to grow in the "low double digits" this year.
  • AI is already powering search for a small percentage of Airbnb traffic, with plans for conversational search and sponsored listings.

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