Airbnb has launched an AI agent built on 13 different models for customer service in its app and plans to add more AI tools in the quarters to come. The goal: transform the Airbnb app into one that is AI native. CEO Brian Chesky said on Airbnb's second quarter conference call that the company's move into complementary services paid off with better-than-expected results. Airbnb has retooled its tech stack and is now rolling out improvements to its app and services at a faster pace. "We are massively ramping up development of product development pace at Airbnb. We do these typically biannual releases, but we are now iterating very, very quick even between these releases," said Chesky. Airbnb is navigating multiple shifts: expanding into complementary markets such as home market services and experiences, shifting marketing focus from search and TV to social, and optimizing pricing and customer service as it expands globally. In the second quarter, Airbnb expanded its AI-powered customer service agent to 100% of US users and scaled new offerings. Travel demand accelerated from April to July despite economic uncertainty. Airbnb reported a second quarter net income of $642 million on revenue of $3.1 billion, up 13% year-over-year. As for the outlook, Airbnb expects revenue growth of 8% to 10% in the third quarter with stable nights and seats booked compared to the second quarter. However, margins are expected to decline due to investments in new markets including Airbnb Services and Airbnb Experiences. Airbnb redesigned its app to consolidate bookings across services in one place, continually optimizing since its May launch. This rapid product cadence supports Airbnb’s evolving AI strategy.

Airbnb’s AI Strategy Highlights

Start with the hardest problem. Chesky explained that while most AI efforts in travel focus on trip planning and inspiration, Airbnb chose customer service as its initial AI use case because of its complexity and high stakes. "You cannot have a high hallucination rate. When people are locked out, want to cancel reservations, or need help, you need to be accurate. We built a custom agent based on 13 different models tuned from tens of thousands of conversations. Rolled out across the US in English, this AI agent reduced human agent contacts by 15%." The plan is to expand this customer service AI agent to support more languages. Increase personalization and context. The AI agent will become "more personalized and more agentic" over the next year. It will not only guide users on how to cancel reservations but will also identify which reservation to cancel, perform cancellations, and assist with planning and booking future trips. Expand AI into travel search and planning. Airbnb plans to leverage AI across multiple use cases and app features, including hotel bookings focused on boutique and independent properties in Europe. Become AI native. Chesky emphasized Airbnb’s transition to an AI-native app, contrasting it with most top apps on Apple’s App Store which are not AI native. "Over the next couple of years, I believe every one of the top 50 apps will be AI apps—either startups or incumbents transforming into AI native apps. Airbnb is transitioning from a pre-generative AI app to an AI native app, starting with customer service and expanding into travel planning."

Stay focused and strategic. Chesky cautioned against expecting AI chatbots and agents to replace Google or be a single solution. "There will be specialized AI models for different categories. ChatGPT is a great product, but Airbnb uses multiple models and APIs. The future will have large AI models as well as startups built for specific applications. Success depends on tuning models and building custom interfaces for the right use cases." He added that Airbnb aims to be the first place people book travel, noting the importance of verified identities and messaging platforms in its ecosystem. "We’re open to integrating with AI agents, but booking an Airbnb isn’t a commodity transaction. It requires an account and verified identity. AI agents could be interesting lead generators for Airbnb."

Source: Originally published at Constellation Research on August 7, 2025.

Frequently Asked Questions (FAQ)

Airbnb's AI Strategy

Q: What is Airbnb's primary goal with its AI initiatives? A: Airbnb aims to transform its app into an AI-native platform, leveraging AI for enhanced customer service, trip planning, and personalized experiences. Q: How many AI models is Airbnb's customer service agent built upon? A: The AI agent is built on 13 different AI models. Q: What was Airbnb's initial focus for AI implementation in its app? A: Airbnb strategically chose customer service as its initial AI use case due to its complexity and the critical need for accuracy in high-stakes situations like cancellations or lockouts. Q: What has been the impact of Airbnb's AI customer service agent? A: The AI agent has reduced human agent contacts by 15% and is being expanded to support more languages. Q: How does Airbnb plan to evolve its AI agent? A: The agent is expected to become more personalized and "agentic," meaning it will not only guide users but also perform actions like identifying reservations to cancel and executing cancellations. Q: What other areas does Airbnb plan to expand its AI integration into? A: Beyond customer service, Airbnb plans to leverage AI for travel search and planning, including hotel bookings for boutique properties in Europe. Q: What does Brian Chesky mean by "AI native" app? A: An "AI native" app is one where AI is deeply integrated into its core functionality and user experience, contrasting with apps that might simply add AI features as an afterthought. Chesky believes most top apps will become AI native in the coming years. Q: Does Airbnb believe AI agents can replace platforms like Google? A: Chesky suggests that specialized AI models for different categories will emerge, and while AI agents can be lead generators, they are not necessarily replacements for comprehensive platforms like Google. The focus is on using AI for specific, valuable use cases. Q: How does Airbnb view the integration of AI agents with its booking ecosystem? A: Airbnb is open to integrating with AI agents but emphasizes the importance of verified identities and its existing messaging platform for its booking process, viewing AI agents as potential lead generators.

Crypto Market AI's Take

The travel industry's embrace of AI, as exemplified by Airbnb's strategic integration, mirrors the transformative potential of artificial intelligence across various sectors, including finance and cryptocurrency. At Crypto Market AI, we are also at the forefront of leveraging AI to provide sophisticated market intelligence and trading tools. Our platform utilizes advanced AI agents to analyze market trends, predict price movements, and execute automated trading strategies, offering a glimpse into the future of finance. Much like Airbnb aims to make its app "AI native," we are committed to building a financial ecosystem where AI seamlessly enhances user capabilities, from market analysis to portfolio management.

Airbnb: A look at its AI strategy

Airbnb’s AI Strategy Highlights

Frequently Asked Questions (FAQ)

Airbnb's AI Strategy

Crypto Market AI's Take

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